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Revved Up For Reference 2 - FRIDAY ONLY
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Tentative Friday Schedule - Located in the Seneca/Ithaca rooms (combined)

8:00am - Doors open/registration
8:15-9:00am - Breakfast
9:00am-10:30am - Marie Radford, Rutgers University. "Relationships: Research Revelations & Recommendation for the Future."
10:30am-10:45am - Break
10:45am-11:15am - Marie Radford, continued.
11:15am-12:00pm - April Younglove, Rochester Regional Library Council. "Screencasting With Virtual Reference."

12:00pm-1:00pm - Lunch
1:00pm-2:00pm - Julie Strange, AskUsNow; Jan Dawson, AskOntario. "Yar! Thar Be Sharks About!: Understanding the Role of Libraries in Online Discourse, Civility and Anonymity."
2:00pm-2:15pm - Break
2:15pm-3:00pm - Sarah Maximiek, Binghamton University. "Google Voice and Reference."
3:00pm-4:00pm - Panel Discussion: Susan McGlamery, OCLC; Julie Strange, Maryland AskUsNow; Zelantha Phillip, Queens Library.

Marie L. Radford, Ph.D. is an Associate Professor and Chair of the Department of Library and Information Science at the Rutgers University School of Communication & Information. Previously, she was Acting Dean of Pratt Institute's School of Information and Library Science and a Department Head of the Cheng Library at The William Paterson University of NJ. Her Ph.D. is from Rutgers and her MSIS is from Syracuse Univiversity. She is Co-Principal Investigator of the “Seeking Synchronicity” and “Cyber Synergy” projects funded by IMLS, Rutgers, and OCLC. Her recent research report Seeking Synchronicity: Revelations and Recommendations for Virtual Reference (Connaway & Radford, 2011), is available at: . Marie’s dynamic presentation style is well-known and she has given numerous workshops on topics that include: time management, customer service excellence, conflict management, and positive approaches to problematic people. She gives frequent keynote speeches and scholarly papers at national library and communication conferences and publishes widely in library journals. Her latest books are published with Neal-Schuman and include: Leading the Reference Renaissance (2012), Reference Renaissance: Current and Future Trends, co-edited with R.D. Lankes, (2010) and Conducting the Reference Interview, (2009) co-authored with C. S. Ross and K. Nilsen. She received the 2010 ALA/RUSA Mudge Award for distinguished contributions to reference service.

"Relationships: Research Revelations & Recommendation for the Future."

A leading researcher in virtual reference will reveal her thoughts and findings on the past, present, and future of VR. She will take a quick look back on important results from "Seeking Synchronicity” (2005-2008). Building on this investigation, she will reveal findings from a new project, “Cyber Synergy: Seeking Sustainability through Collaboration between Virtual Reference and Social Q&A Sites” (2011-2013). What do revelations from these large and longitudinal funded research programs tell us that highlight best practices and heighten our understanding of chat reference users? Research-based recommendations with key implications for service excellence, sustainability and growth of consortial VR, marketing, and system development will be explored. This engaging and provocative presentation will end with a look ahead at what the future holds for VR. It will reaffirm the possibilities of outstanding and personalized service, in the face of evolving demands from our users in this time of rapid technological change.

Note: “Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives" (Radford & Connaway, 2005-2008) and “Cyber Synergy: Seeking Sustainability through Collaboration between Virtual Reference and Social Q&A Sites” (Radford, Connaway, & Shah, 2011-2013) were both funded by IMLS, Rutgers University, and OCLC, Inc.

April Younglove ( is a Librarian at the Rochester
Regional Library Council. She helps administrate the Council’s
CLIC-on-Health website, its Historical
Newspapers website ( and oversees regional
digitization work for the New York Heritage website
( She is also responsible for creating, editing,
and posting video content for RRLC’s Library of the Year awards.

"Screencasting With Virtual Reference."

Have you ever tried to explain to another person how to navigate a
website over the phone before? Unless you already have a pre-made
tutorial on hand to email to the person, it can be a truly frustrating
experience. What if you could just skip complicated explanations and
canned tutorials and quickly and easily show the other person what you
are looking at on your computer screen at that moment? Sound far
fetched? Over the last several years a host of new screencasting and
remote desktop applications have popped up, and some are even free!
Come explore different options for screen sharing and investigate ways
to transform your reference interactions from frustrating into

Julie Strange (MLIS) is Statewide Coordinator for Maryland AskUsNow! and an Adjunct Professor at the University of Maryland iSchool. Julie blogs at where she discusses her "low tolerance for bad customer service," ways in which technology can help improve the conversation between organizations and their customers, and reflections on everything from personal branding to why the British have better grocery stores. Email or tweet @strnglibrarian.

Jan Dawson (MLIS) is Project Manager for Ask Ontario and has been with the service since 2008. Her interests lie in VR, emerging technologies, digital services, and online community management. Email or tweet @nunanishi.

"Yar! Thar Be Sharks About!: Understanding the Role of Libraries in Online Discourse, Civility and Anonymity."

Inappropriate Behaviour is an unavoidable challenge in the online medium. The nature of the online realm allows people to be more informal and anonymous than they would or could be in in-person arenas. This allows people to discuss and share more intimate details or ask more personal questions (which may< normally have gone unanswered) but it also allows for people to be more rude and uncivil towards each other. The mainstream has just started to look at the causes, effects and treatments for this but virtual reference has been dealing with it for quite some time. This program will facilitate discussion around how we engage customers avoid or turn around bad conversations, build good relationships, and spread the word. We'll also discuss online conversations in various mediums, civility online and how the libraries play a role. As our libraries focus more on what technologies can do to help us innovate, collaborate, and facilitate excellent customer services, we need to make sure we don’

Full:$ 75.00
Associate/Affiliate:$ 75.00
Collegial:$ 75.00
Personal:$ 75.00
Non-Member:$ 75.00
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Date: Friday, April 13, 2012
Starts: 8:00:00 AM Ends: 4:00:00 PM

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Location: Holiday Inn Ithaca Downtown, 222 South Cayuga Street Ithaca, New York 14850
4455 Genesee St., PO Box 400, Buffalo, NY 14225-0400. 716-633-0705, fax 716-633-1736
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