VRD is A-OK!

VRD--Research in your pajamas!

A few semesters ago, I took a class called Information Resources: Users and Services. It was an amazing learning experience made even more meaningful through a practical education in Virtual Reference Desk Librarianship. In cooperation with the Institute of Museum and Library Services (IMLS), Syracuse University students are given the chance to field questions from patrons as an expert VRD librarian at the DREI Virtual Reference Desk!

Before I was given the privilege of calling myself an ‘expert,’ I had to answer two training questions as an assignment in the class. Once I successfully answered these training questions, I was ready for the big time.

My first training question was a basic one, “What is the capitol of Pennsylvania?” I did not misspell ‘capitol,’ by the way. My job was to provide Cloe, an elementary student with an answer to her question and provide her with links to the sites that allowed me to answer her question(s). I needed to cover Cloe in case she needed info on the capitol building or the capital, Harrisburg. Lesson #1: VRD requires a keen eye for detail and accuracy on the part of the user. This is a detractor from my positive feelings about VRD.

My second training question dealt with cancer. This was a tough question to field because of its seriousness and delicacy. Her question was Do you have any information about skin cancer? Is it a bad thing? She needed information for a debate. I answered her (strange) ancillary question, ‘Is it a bad thing’ by simply saying that while no cancer is good, not all forms are fatal. Lesson #2: Tact and care must be taken when answering serious questions, especially medical; also that you are not a doctor, a diagnostician, or psychologist. Direct patrons to information. Don’t hang a shingle.

My experience with VRD was definitely a positive one. I might like to act as a VRD librarian in some capacity. Many libraries are offering this service and the market for VRD is going to only get bigger. The NYPL offers a local phone number for homework help. Online help is also an option. The NYC Department of Education will be partnering with NYPL Homework Help to create a more streamlined user experience. The site is still new and some bugs need to be worked out, but with proper leadership, this can be an amazing resource.

Once my novice period ended, I became an expert. As an expert, I am able to choose the categories of questions I will answer. Some of my specializations are art, modern languages, American history, and the Constitution.