Services like Maryland AskUsNow! are increasingly important in a world where budgets are shrinking and customers increasingly rely on technology to communicate. Through the use of virtual reference, we can “get back to basics” and provide additional access to our customers, whom we exist to serve. Julie Strange will discuss the importance of virtual reference in an era of expanding audiences and shrinking budgets. Stephanie Petruso will teach you how to grab the “teachable moment” with customers. Jessica Chaiken will focus on where special libraries fit in virtual reference. Kendra Frost will show how even “wacky” or seemingly inappropriate chatters can be engaged by librarians!

1. This is Why I Got into Library Work: how virtual reference IS the future of libraries Julie Strange Jess Chaiken Stephanie Petruso Kendra Frost MLA 2009

2. getting back to basics Julie Strange | MLA 2009

3. people + community

4. “ ” This is stuff we used to dream about. It's just incredible

7. To: 246246 Msg: send AskALibrarian what are the library’s hours this weekend? AIM / SMS HACK!

11. SMSreference

14. library h3lp

16. Can people add content (comments) to your website?

17. Do you exist where people are? (like Facebook?)

22. jump right in

23. AUN and its Special Libraries Because some questions are… Jess Chaiken

31. Teachable Moments Stephanie Petruso

32. What is the Teachable Moment? It’s the moment of educational opportunity: a time when a person, especially a child, is likely to be particularly disposed to learn something or particularly responsive to being taught or made aware of something. -MSN Encarta

43. Dancing in the Dark Kendra Frost

52. Questions? www.askusnow.info/presentations Julie Strange [email_address] Jessica Chaiken [email_address] Stephanie Petruso [email_address] Kendra Frost [email_address]

53. Photo Credits http://www.flickr.com/photos/visualpanic/2773841618/ http://www.flickr.com/photos/nicktakespics/3391142533 http://www.flickr.com/photos/ucumari/2317386162/ http://www.flickr.com/photos/hufse/22937979/ http://www.flickr.com/photos/williamhook/2830319467/ http://www.flickr.com/photos/djwudi/382030798 http://www.flickr.com/photos/darwinbell/878861772/ http://www.flickr.com/photos/doctor_keats/263664231 http://www.flickr.com/photos/lincolnblues/3474593184 http://www.flickr.com/photos/duckducksnap/1467161628 http://www.flickr.com/photos/ala_members/2646368549 http://www.flickr.com/photos/ala_members/2646365887 http://www.flickr.com/photos/ala_members/2647701708