Video Reference at University of Nebraska at Omaha

Annotation #2

Hillyer, N., & Parker, L. L. (2006). Video reference--it's not your typical virtual reference: Video reference services for South Campus at the University of Nebraska at Omaha. Internet Reference Services Quarterly, 11(4), 41-54.

This article describes a failed attempt to install a video reference kiosk on the University of Nebraska at Omaha's South Campus, an area of campus under-served by libraries. The article provides a quick literature review of some of the first research into video reference, revealing that ALA developed formal guidelines for virtual reference service in the late nineties. As the hardware and software improved, video virtual reference became possible. Hillyer lists potential advantages of video reference including "point of need" service, visual and verbal cues, and "co-browsing." UHO purchased Polycom, a video conferencing software, webcams, and microphones. The software was installed on a computer in the main library reference desk and at a computer station in the South Campus outpost. Advantages of Polycom were the whiteboarding and screen-sharing features that enabled librarians to control the browser and applications on the patron's screen. Despite initial enthusiasm, marketing, and librarian training, the video reference service was not popular with patrons. Hillyer argues that a lack of user-needs testing, limited hours, and an inconvenient location of the video reference terminal contributed to the project's failure. Hillyer remained optimistic about the potential of video reference if re-focused to fit the users' needs.

Perhaps Skype might solve some of UNO's problems with Polycom. Skype, unlike Polycom, is free. Skype also offers screen-sharing and synchronous IM. The UNO librarians seemed overly concerned with students tampering with the material and reluctant to let students "drive" which is unfortunate. Reference literature suggests that, especially in an academic library setting, students learn information literacy skills by clicking the mouse themselves, rather than passively waiting for a librarian to retrieve a pdf of an article. Booth's article also mentioned the limitations of video kiosks: they can be located in hidden corners of the library, confuse patrons, and don't get much traffic. Instead of having a stable video reference kiosk that only one patron at a time can use, Skype would allow students to video chat with librarians from anywhere, and they wouldn't have to use unfamiliar computer stations or software. I would like to read about a successful video reference kiosk station-- it seems to me that such a kiosk doesn't exist! The UNO librarians were supposedly inspired by an audio kiosk seen at a museum, but I think there is a big difference between a casual museum-goer interacting with an exhibit and a reference interview conducted via library kiosk.