User experience plus virtual reference for the win!

Live Webcast
May 22, 2012
11 a.m. Pacific | 12:00 p.m. Mountain | 1:00 p.m. Central | 2:00 p.m. Eastern

90 minutes

Description: Great things can happen when user experience meets virtual reference! Libraries have always been in the user experience business - our users' needs are at the forefront of everything we do. Join Courtney Greene, Head of Digital User Experience (DUX) at Indiana University Bloomington Libraries, as she describes how a recent reorganization resulted in the creation of a user experience department, how that department is taking on an active role in supporting and managing virtual reference tools at IUB Libraries - IM via LibraryH3lp, text reference via Google Voice, and a newly re-designed mobile site – and how users have responded to the changes. In this webcast, she will discuss the ways in which she’s worked to balance the advantages of centralized management of VR services (for over a dozen service points across campus!) with the importance of staying closely connected to librarians in the field, on the ground and at the desk; and share strategies for implementing, sustaining and assessing effective, user-centered virtual services. Attendees will have the opportunity to discuss and share their insights and best practices. 

Learning outcomes:

  • Gain a better understanding of user experience methods and philosophies, and how these relate to library public services;
  • Learn about one library’s experience in creating a user experience department, and how that’s impacted the library as a whole;
  • Hear practical tips for identifying opportunities to optimize virtual services, and strategies for securing buy-in from administration and staff.

Presenter: Courtney Greene, Head, Digital User Experience, Indiana University  

Technical Requirements: ACRL Webcasts are held in an Elluminate virtual classroom. Speakers or a headset for listening to the presentation are required. Particpants can ask questions via a microphone or text-based chat.

If you'd like to perform the Elluminate tech check on your computer, please go to: www.learningtimes.net/techcheckell.html.

You will be prompted to download a java-based application (Elluminate) before being able to enter the classroom. Elluminate works on both PC and Macintosh platforms. The minimum PC requirements are a Pentium II 266 Mhz with 64MB of memory and a sound card. The minimum Mac requirements are a G3 233 Mhz with 64MB of memory when using OS 9.0 - 9.2 or 128MB of memory when using OS X.

Registration fees:
ACRL member: $50
ALA member: $75
Nonmember: $90
Student: $40
Group*: $295

* Webcasts take place in an interactive, online classroom environment with one user/one login. If you select the group rate, one person must register, login, and keyboard during the event. A group registration allows an institution to project the Webcast to participants in the same location.

How to Register:

Register with Credit Card


  • Scroll down to the month the webcast is being offered and locate the event. Select the "Register" link next to the Webcast title (linked above).
  • You will need to log in with your ALA ID & password. If you do not have an ALA ID & password, you will be asked to create one in order to register.


Register by PO

  • Download and complete the PO registration form.
  • Submit the form along with your actual PO to ALA registration (fax or mail; see form for details).
  • You will not be considered registered for the course until both your PO and the registration form have been received and processed by ALA registration.

Class size is limited to 60 participants. Full refunds will be granted prior to the start of the Webcast. You will receive your Webcast access information one business day before the live Webcast. If you have a question about an e-Learning opportunity, please contact Margot Conahan (mconahan@ala.org).

Member rates apply to personal memberships only. Join ACRL today to take advantage of valuable members-only discounts, professional connections, and community. Complete the online membership form, available on the ALA Web site. If you join ALA/ACRL within five days of registering, we will adjust your fee.