The Tele-Reference Model: Adopting Virtual Tools to Enhance Reference Services During COVID-19 and Beyond

The Tele-Reference Model: Adopting Virtual Tools to Enhance Reference Services During COVID-19 and Beyond

Sandra Avila, Sarah A. Norris, Rebecca M. Murphey, Min Tong, Richard H. Harrison II
Copyright: © 2022 |Pages: 22
ISBN13: 9781799889427|ISBN10: 1799889424|EISBN13: 9781799889441
DOI: 10.4018/978-1-7998-8942-7.ch001
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MLA

Avila, Sandra, et al. "The Tele-Reference Model: Adopting Virtual Tools to Enhance Reference Services During COVID-19 and Beyond." Technological Advancements in Library Service Innovation, edited by Manika Lamba, IGI Global, 2022, pp. 1-22. https://doi.org/10.4018/978-1-7998-8942-7.ch001

APA

Avila, S., Norris, S. A., Murphey, R. M., Tong, M., & Harrison II, R. H. (2022). The Tele-Reference Model: Adopting Virtual Tools to Enhance Reference Services During COVID-19 and Beyond. In M. Lamba (Ed.), Technological Advancements in Library Service Innovation (pp. 1-22). IGI Global. https://doi.org/10.4018/978-1-7998-8942-7.ch001

Chicago

Avila, Sandra, et al. "The Tele-Reference Model: Adopting Virtual Tools to Enhance Reference Services During COVID-19 and Beyond." In Technological Advancements in Library Service Innovation, edited by Manika Lamba, 1-22. Hershey, PA: IGI Global, 2022. https://doi.org/10.4018/978-1-7998-8942-7.ch001

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Abstract

At the University of Central Florida Libraries, a new alternative to traditional reference service was adopted during the COVID-19 pandemic as a remote solution for safely staffing the Research and Information Desk (RAID) at the John C. Hitt Library. Due to the challenges of a partial library re-opening at the height of COVID-19 variant infection rates in Florida, a safe alternative to physically staffing RAID was conceived and coined “Tele-Reference.” Utilizing a Zoom institutional license and readily available work equipment with audio and video capabilities, the Tele-Reference service model was developed by our research and information services librarians. The implementation, challenges, assessment, and future directions of using Tele-Reference at the University of Central Florida Libraries, as well as possible applications at other institutions, are explored herein.