VALA2010 Session 9 Gregory

VALA20120It’s reference, Jim, but not as we know it: using the Vocera communications system to support mobile customer service at the State Library of Victoria

VALA 2010 CONCURRENT SESSION 9 – Automation
Wednesday 10 February 2010 13:45 – 14:15
Persistent URL: http://www.vala.org.au/vala2010-proceedings/vala2010-session-9-gregory

VALA Peer Reviewed PaperPatrick Gregory

Information Services Manager, State Library of Victoria
http://www.slv.vic.gov.au

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Abstract

In January 2009 the State Library of Victoria implemented a new model for delivering reference and customer services, based on the principles of mobility, communication and teamwork. To support this new model, it became the first library in Australia to implement the Vocera wireless communications system. This paper outlines the impetus for change, describes the use of the Vocera system and provides an analysis of the pros and cons of this implementation.

VALA2008 Session 10 Forsyth

VALA Peer Reviewed PaperFancy walkie talkies, Star Trek communicators or roving reference?

VALA 2008 CONCURRENT SESSION 10: Enabling Technologies
Wednesday 6 February 2008 15:10 – 15:40
Persistent URL: http://www.vala.org.au/vala2008-proceedings/vala2008-session-10-forsyth

VALA Travel ScholarEllen Forsyth, 2006 VALA Travel Scholar

Consultant, Public Library Services, State Library of New South Wales
http://www.sl.nsw.gov.au

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Abstract

This paper investigates the customer service benefits of using Vocera badges, which utilise a portable wireless technology (WiFi), to facilitate roving reference service. Use of portable voice communication devices allows the help to be taken to the people and away from service desks. These communication technologies allow library staff to easily access the expertise of other staff. There are no library uses of Vocera devices in Australia at August 2007.