Program

Konferensen äger rum den 25 mars 2009 i Stockholm, Finlandshuset.

09.30 – 10.00 – Kaffe och registrering

10.00 – 11.00  – Evaluating Virtual Viewpoints: User, Non-User, and Librarians
Perspectives on Live Chat-Based Reference, Marie Radford, Associate Professor & Library Consultant, School of Communication, Information & Library Studies, Rutgers, The State University of New Jersey *

Tech-savvy seekers of online help have been using live chat virtual reference services (VRS) for the past ten years. This presentation evaluates criteria important for perceptions of success (and lack of success) across different generations of users, non-users, and VRS librarians. It reports results of approximately 600 in-depth online surveys designed to collect both quantitative and qualitative data.  Participants from a nation-wide United States sample are ages 12 to over 60 years old and hail from diverse locations and backgrounds. Based on these research findings, the author will discuss implications and detail recommendations for library practice.

11.00 – 12.00     Presentation av två magisteruppsatser i informationsvetenskap:
Närhet och distans i det virtuella referenssamtalet, Christian Kleinhenz
Kommunikativ interaktion i den synkrona elektroniska referenstjänsten, Emma-Lisa Hansson, Monika Janvari

12.00 – 13.15    Lunch på egen hand

13.15 – 14.35    Effective E-Reference Encounters: Achieving Service Excellence in the Live Chat Environment, Marie Radford

This session will help attendees understand interpersonal communication skills needed for success in the chat environment, to develop chat savvy, and provides research based strategies to boost accuracy. Examples of  successful (positive) and unsuccessful (negative) live chat transcripts will be discussed. Research based recommendations for promoting service excellence will  be shared.

14.35 – 15.15    Fråga biblioteket – kvalitet och samverkan, Expertgruppen, samt kaffe

15.15 – 16.00    Telenors kundtjänst, Krister Svensson, chef för självbetjäning och digitala kanaler, ett exempel på hur ett kommersiellt företag arbetar med bemötande och kvalitet i chatten

* Dr. Marie L. Radford is an Associate Professor at Rutgers SCILS. Prior to joining the Rutgers faculty, she was Acting Dean and Associate Professor of Pratt Institute’s School of Information and Library Science in New York City. She holds a Ph.D. from Rutgers University, New Jersey, and an MSLS from Syracuse University, NY.

Before arriving at Pratt in 1996, she was Head of Curriculum Materials at William Paterson University of NJ’s Cheng Library. Her research interests are interpersonal communication aspects of reference service (both traditional and digital), evaluation of digital resources and services, cultural studies, and media stereotypes of librarians.

Her dynamic presentation style is well-known as she has given numerous international, national and local presentations and workshops She was a co-editor of Virtual Reference Service: From Competencies to Assessment (Neal-Schuman, 2008) with R. David Lankes and others and her latest book is Academic Library Research: Perspectives and Current Trends (Association of College & Research Libraries, 2008), co-edited with Pamela Snelson.

Radford is active in library and communication associations, including ALA, ALISE, and RUSA.  Her website can be found at: http://www.scils.rutgers.edu/~mradford and she blogs at http://librarygarden.blogspot.com/.

Målgrupp: Alla intresserade av ämnet.

Kostnad:  500:-

Avgiften täcker konferens, samt förmiddags- och eftermiddagskaffe.

Frågor: Anna-Stina Axelsson, anna-stina.axelsson[@]kultur.stockholm.se

Anmälan: Till Suzanne Dobert, Internationella biblioteket, suzanne.dobert[@]kultur.stockholm.se Sista anmälningsdag 16 mars
Ange namn, organisation, faktureringsadress samt organisationsnummer.

Välkommen!

Uppdaterad 19/2: Marie Radfords föreläsningsrubriker och anmälningsavgift.

Uppdaterad 24/2: Beskrivning av Marie Radfords föreläsningar.