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Pivoting to a Tele-Reference Service Model
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Responding in a Crisis: Pivoting to a Tele-Reference Service Model during Improbable Times​
2021 Regional Conference
July 29, 2021

During the COVID-19 pandemic, the University of Central Florida (UCF) Libraries’ Research & Information Services Department (RIS) implemented a virtual reference service called Tele-Reference providing a safe alternative to in-person reference desk service. This session will explore how the UCF Libraries RIS Department pivoted during the public health crisis and examined reference services to meet the needs of the community. It will highlight the formation and implementation of Tele-Reference, as well as explore future plans for utilizing this innovative technology. Perspectives from librarians who have staffed Tele-Reference will also be shared. Attendees will learn about the benefits and challenges of this service to help them implement and leverage virtual reference services in new and dynamic ways to meet the needs of their community and institution.

Presenters: Sandy Avila, Sarah Norris, Min Tong and Richard Harrison
Sandy Avila is the Science Librarian in the Research and Information Services Department at the University of Central Florida Libraries. Her research interests include emerging technologies in education, online learning, and STEM-related programming and instruction. Sandy handles library instruction, research consultations, and collection development to her assigned subject liaison departments. She is also currently working on the pursuit of a Ph.D and enjoys the outdoors, traveling, and seeking adventure!

Sarah Norris is Scholarly Communication Librarian at the UCF Libraries. In this role, she leads the Libraries’ Scholarly Communication and open access efforts, with an emphasis on scholarly publishing and copyright training and education. Her research interests include digital humanities and copyright implications in the digital environment, as well as open access including the expanded use of OERs in the classroom and open data.

Min Tong is the Business Librarian at the University of Central Florida (UCF). Prior to becoming the Business Librarian for UCF, she has worked as a Campus Librarian on two regional campuses at UCF from 2007-2017. As the Business Librarian, Min’s mission is to support the research needs of students and faculty in the College of Business Administration.

Richard Harrison has been an Associate University Librarian in the Research and Information Services department of the UCF Libraries since April 2001. During the 2003-2004 academic year, he served as a Senior Faculty Fellow in the Provost’s office, working with the then Vice Provost for Academic Affairs and Dean of Undergraduate Studies, Dr. John F. “Rick” Schell, on a variety of undergraduate research initiatives, including the planning and coordination of UCF’s inaugural Showcase of Undergraduate Research Excellence (popularly known as SURE). Mr. Harrison is a charter member of the UCF Undergraduate Research Council. He also served on UCF’s NSSE Academic Rigor Working Group. Currently he serves on the University Honors committee of the Faculty Senate. Richard holds a B.A. in English from The College of Wooster (Ohio) and the M.L.S. from Vanderbilt University.

 

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