To Script or Not To Script: Or, The Challenge of Being Both Efficient and Personal when Interacting with Virtual Reference Patrons.
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| Title: | To Script or Not To Script: Or, The Challenge of Being Both Efficient and Personal when Interacting with Virtual Reference Patrons. |
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| Authors: | Thompson, Samantha1 (AUTHOR) samantha.h.thompson@gmail.com |
| Source: | Reference Librarian. Oct-Dec2010, Vol. 51 Issue 4, p363-366. 4p. |
| Subject Terms: | *Electronic reference services (Libraries), *Reference librarians, *Employees' workload, Reference interviews (Library science), Professionalism, Web personalization |
| Abstract: | The article discusses the use of prepared responses or scripts in virtual reference settings. Arguments in favor of using scripts focus on the speed and accuracy virtual reference librarians can answer frequently asked questions, as well as on the consistency they provide and their ability to reduce the librarian's workload. Negative aspects of script use including the possibility of overloading the user with information, depersonalizing the reference experience, and deprofessionalizing the virtual reference process are also explored. The author encourages librarians to search for balance in using scripts in virtual reference by using them as part of the interview process but not becoming dependent on them. |
| Database: | Education Research Complete |
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| Abstract: | The article discusses the use of prepared responses or scripts in virtual reference settings. Arguments in favor of using scripts focus on the speed and accuracy virtual reference librarians can answer frequently asked questions, as well as on the consistency they provide and their ability to reduce the librarian's workload. Negative aspects of script use including the possibility of overloading the user with information, depersonalizing the reference experience, and deprofessionalizing the virtual reference process are also explored. The author encourages librarians to search for balance in using scripts in virtual reference by using them as part of the interview process but not becoming dependent on them. |
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| ISSN: | 02763877 |
| DOI: | 10.1080/02763877.2010.503315 |
