2.3 | The library provides real-time reference services (through short message services, instant messaging, Skype, Twitter, texting, or other interactive applications)
Real-time reference services refer to remote reference services mediated through the Internet that have a conversational pace and occur in a continuous session (i.e., synchronous, not via email). Like one-on-one help for technology questions, having the ability to reach librarians in real-time through chat, instant messaging, or video conferencing is often valuable to remote patrons engaged in schoolwork or other important pursuits who need to get unstuck to move on in their work. Real-time electronic reference services also allow patrons to reach librarians using smart phones and other portable devices that are increasingly popular. Ensuring that patrons receive timely service at the time their reference question arises helps position the library as a go-to place for information and maintain its relevance in the community.
FOR THE ASSESSMENT
Answer Yes if you provide remote reference services through real-time Internet applications.
Answer No, but plan to in the next year if you do not currently provide real-time electronic reference services but plan to do so in the next year.
Answer No, would like to but cannot at this time if you would like to offer real-time electronic reference services but cannot at this time perhaps due to lack of technical support, budget constraints, or other reasons.
Answer No, we have no plans to do so at this time if you have decided not to offer real-time electronic reference services through the library.