[collaborative-vr] Requirements for staff providing chat service

[Tamara Ottum]

Hi Vince, et al,

Interesting question! I have been pondering this as well.

I find that a) many people providing in-person reference service throughout the state don’t have masters degrees, and b) a high number of questions coming in through virtual reference are more circulation/public service rather than traditional reference. So it makes me wonder whether experience is more valuable than the degree for the purpose of my program.

My service (Answerland) doesn’t have any written policy for partner libraries. I leave it up to the liaisons to determine who they feel is qualified to staff the service.

For our volunteer program, our current eligibility requirements are either having the MLIS or having taken a MLIS reference class within the past 10 years. Historically we have hired a lot of MLIS students, but I’m finding more bachelor-level students applying.

I’m interested to hear what others have to say on this topic!
-Tamara

Tamara Ottum
(she/her)
Answerland Coordinator
answerland.org<https://answerland.org/>
State Library of Oregon | Library Support & Development Services
tamara.ottum at state.or.us<mailto:tamara.ottum at state.or.us> | 503-378-6506<tel:%20(503)%20378-6506> | www.oregon.gov/library<http://www.oregon.gov/library>


From: collaborative-vr [mailto:collaborative-vr-bounces at omls.oregon.gov] On Behalf Of Vince Mariner
Sent: Thursday, August 20, 2020 5:18 AM
Cc: Collaborative Virtual Reference <collaborative-vr at listsmart.osl.state.or.us>
Subject: [collaborative-vr] Requirements for staff providing chat service

Hello, all!

I hope this request finds everyone doing well during these crazy times.

As we move towards what is starting as a mostly virtual school year in PA, we are thinking about a number of things regarding our statewide chat service, Chat with a Librarian (formerly Ask Here PA). While we have advocated that staff providing chat have an MLS (or equivalently approved acronym of the day), we do feel that there are many staff lacking the degree that would be able to provide great service on chat. We did update our chat application to allow for some exceptions. Our eligibility requirements can be found on page 5 here:
https://document.powerlibrary.org/files/portal/pdf/CWAL/ChatwithALibrarianStaffingApplication_Revised_05-29-20.pdf

Do you only allow professional staff to provide chat or do you allow other staff?  Can you please share the policy for your service?

Thanks,
Vince

--
Vincent Mariner
Deputy Director
Hosting Solutions & Library Consulting (HSLC)
3600 Market Street, Suite 550
Philadelphia, PA 19104-2649
vmariner at hslc.org<mailto:vmariner at hslc.org>
215-222-1532 (phone)
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