We began with the question, “Are you a robot?” We suspected the answer was 'no'! Nevertheless, one of the keys to evaluating and assuring quality in synchronous virtual reference is not dismissing questions to which we think we already know the answers. Transcript analysis, staff and patron surveys, and listserv exchanges among all the virtual reference staff on AskColorado issues help keep us attuned to new trends, potential problems and amazing successes.

Hence, we end with the question, “Is AskColorado serving its patrons well?”

The evidence suggests we are. In the latest analysis of AskColorado transcripts conducted between May 2006 and January 2007, we have rated 75% of patron transactions to be either excellent or good, and only 4% unsatisfactory. Surveys of AskColorado users give our service equally high marks, with 68% finding the information they received to be very helpful or helpful. 75% of AskColorado patrons listed themselves as very likely or likely to use the service again.

The outlook for synchronous virtual reference is extremely bright. It is one of the most important trends in library and information science, and in the future it may become the first path people take for their information needs.

We’re much better than robots. We’re librarians.

Kurt Vonnegut once said, “The America I love still exists at the front desks of our public libraries.” * And thanks to the increasing possibilities of quality virtual reference, it is at the fingertips of every computer user.

Thank you for viewing our presentation.

*Kurt Vonnegut, "I Love You, Madame Librarian," In These Times, 6 August 2004, <http://www.inthesetimes.com/article/i_love_you_madame_librarian/>