3.4.1 Some libraries may choose to provide virtual reference services collaboratively with other libraries, for various reasons including: to extend their hours of operation, to distribute staffing of the service across multiple libraries, to extend the expertise available, or to realize cost saving associated with economies of scale. Such collaboration may include working with virtual reference vendors, and/or participation in large regional or national collaborations.
3.4.2 Expectations for libraries participating in a collaborative service should be clearly defined before the local library commits to such a service.
3.4.3 Responsibility for centrally administering and coordinating the service should be clearly defined.
3.4.4 Each library should have a project liaison to represent the library in the group’s activities. Expectations for project liaison’s duties should be clearly stated.
3.4.5 Procedures for communications between and among participants should be clearly delineated.
3.4.6 Participating libraries should commit to a prescribed minimum level of service. For synchronous virtual reference, this level of service should be a set minimum number of service hours, based upon factors such as size of library or staff, patron population being served, budget, and extent of online reference service desired. For asynchronous virtual reference, this level of service should be a prescribed minimum number of questions to be handled or monitoring of the queue for specific blocks of time.
3.4.7 Scheduling of libraries' contributions to the service should be centrally administered. For synchronous virtual reference, each library should commit to specific blocks of time. Finding specific reference staff to fill these blocks of time should be the responsibility of the local library, and not that of the project director. For asynchronous virtual reference, participating libraries should commit to monitoring question queues for incoming questions in specific blocks of time.
3.4.8 The service should provide a central source of information on member library policies, operations, procedures, and regulations, so that it is simple for project reference staff to find information about other libraries.
3.4.9 The service should establish a clear set of guidelines for establishing priorities for service for patrons from the various libraries e.g., in a collaborative virtual reference service; questions are handled on a first-come-first-served basis, with no preference given to patrons from the on-duty staff’s own local library.
3.4.10 The service should establish clear policies and guidelines for using licensed online electronic resources to serve patrons from other participating libraries.
3.4.11 The service should establish clear policies and guidelines that effectively ensure patron privacy in a multi-library setting.
3.4.12 Observance of the NISO Question/Answer Transaction Protocol for transferring questions between services is encouraged.