IT'S NOT BI, IT'S VI - VIRTUAL INSTRUCTION FOR DISTANCE LEARNERS

摘要

For almost three years, the Florida Distance Learning Reference & Referral Center (RRC) has provided library research support to students enrolled in distance learning courses at 73 colleges and universities across Florida. During this time distance learners needing research assistance have been able to contact RRC librarians by toll-free phone, email, and Web form. RRC librarians have also provided research instruction at remote locations or one-on-one via the telephone or email. While results of an ongoing user satisfaction survey indicate that these methods of contact provide satisfactory results, RRC librarians wanted to provide a more innovative way of meeting students' research needs. In April 2000, the Reference & Referral Center began a pilot project to provide real-time reference and instruction using online chat software. The RRChat service allows the librarian and student to remain in contact while the student acts upon the instructions and search strategies suggested by the librarian. Through the online chat, librarians have been able to provide group instruction to students enrolled in Web-based courses who have no face-to-face meetings. Librarians from the Reference & Referral Center will describe the chat software they selected for this service, relate success stories and problems, and outline other potential uses of this technology. The process used to evaluate student satisfaction with this new service will also be addressed.