Short and Sweet
My experiences with virtual reference were similar; however, I found the chat reference better than the commercial tool. I asked about the GDP of Bahrain which is not a particularly difficult question. It's pretty straightforward so I'm thinking it wasn't perhaps the best question to test with. In any case, I had just a few exchanges.
The commercial tool was perhaps more focused on answering my question. It was efficient, and I can see why some people might shy away from using one of these services. It could just be the person, but it seems that they're concerned more about answering the question and that's it. Not to say that she didn't give me good information, there didn't seem to be a human connect in the exchange. I'm not sure how they staff the desk or if they're at a library and doing this, so it's pretty difficult to judge the service. The transaction went like this.
Chat Session Transcript:
Chat Transcript: What is the Gross Domestic Product per capita of Bahrain?
[Librarian 14:46:28]: Librarian '_____.' has joined the session.
[Julie 14:46:56]: Hello!
[Librarian 14:46:58]: Hi Julie, I will help you find your answer.
[Librarian 14:48:50]: http://www.state.gov/r/pa/ei/bgn/26414.
htm
[Librarian 14:49:17]: Look under "economy" to find the answer.
[Julie 14:49:18]: Thank you!
[Librarian 14:49:44]: Bye. Thanks for using our service.
[Librarian 14:49:48]: Librarian ended chat session.
No follow up questions and it was about thirty seconds after she gave me the answer that she disconnected. Personally, I try to ask people if I've satisfied them or if they need further assistance before doing something else. The transaction was impersonal and might work in a jam, but I think I'd have to be pretty desperate to turn to a commercial tool any time soon.
The Meebo chat session was much more amiable. I was offered the choice of waiting or leaving a name and phone number after asking my question. I opted to wait and it wasn't even that long. I barely logged into my email by the time I got a response. They gave me a really awesome website that I've bookmarked and will have to remember. They gave me the source but I had to ask for the link. It's a pretty random question so the librarian must have thought that I really just wanted the tidbit of information. I'm glad I asked for the link though. This transaction was awesome because I knew it was a librarian at a public library that actually deals with real people.
LittlePenguinPete: Hello!
The library help desk: how can we help you?
LittlePenguinPete: Will you please help me find the Gross Domestic Product per capita of Bahrain?
The library help desk: Please give us a few minutes and we'll look.
LittlePenguinPete: Thank you.
The library help desk: Back soon - or leave a name and number and we'll call you.
LittlePenguinPete: Take your time.
The library help desk: Okay!
The library help desk: GDP $14.11 billion per capita
LittlePenguinPete: Thank you so much!
The library help desk: Source is from library of congress
The library help desk: Your welcome!
LittlePenguinPete: do you have a link?
The library help desk: portals to the world -
The library help desk: I have it up on the other computer hold on
The library help desk: http://www.loc.gov/rr/international/amed/bahrain/bahrain.html
LittlePenguinPete: Awesome!
The library help desk: You will need to link to the information
LittlePenguinPete: Thank you again for your help!
The library help desk: a lot to explore on this fantastic site!
The library help desk: you're welcome
LittlePenguinPete: =)
My only ruffle was the tiny Meebo widget on the page. I suspect a more involved question would have been more difficult, but I was much happier with IM reference than the "commercial" reference.
