Virtual reference services, such as Oregon's L-net (http://www.oregonlibraries.net) try to ensure access to trained librarians for all of the people in their states. However, rural patrons can be particularly challenging to reach and aren't using these services as much as they should. This presentation points out this problem and suggests some possible solutions. This presentation was last given as a lightning talk at the 2010 Oregon Virtual Reference Summit in Troutdale, Oregon.

1. “But I still use dialup!
Using virtual reference
to serve rural patrons
Matthew “Buzzy” Nielsen
Assistant Director, North Bend Public Library
This presentation is licensed under a Creative Commons 3.0 Attribution United
05/07/2010 States license. For more information, visit http://www.creativecommons.org

2. What we're trying to do
“Target library and information
services to persons having
difficulty using a library and to
underserved urban and rural
communities, including children
from families with incomes
below the poverty line. “Expandand access to
learning
services for
” information and
educational resources in
a variety of formats, in
“ Provide electronic and all types of libraries, for
individuals of all ages.
other linkages between
and among all types of
libraries.s, in all types
”
of libraries, for
individuals of all ages.
” Library Services & Technology Act goals

3. What we're trying to do
“Target library and information
services to persons having
difficulty using a library and to
underserved urban and rural
communities, including children
from families with incomes
below the poverty line. “Expandand access to
learning
services for
” information and
educational resources in
a variety of formats, in
“ Provide electronic and all types of libraries, for
individuals of all ages.
other linkages between
and among all types of
libraries.s, in all types
”
of libraries, for
individuals of all ages.
” Library Services & Technology Act goals

4. Are we?

5. Assumption:
Rural patrons have just as many
questions as urban & suburban ones.

6. They're just different questions
“How do I freeze-brand cattle?”
“What do I feed the
emus I just bought?”
“What the f*&@ is this
thing we found in the yard?”
Photo credits: Wesley Fryer, macinate on Flickr, Heidi Gentes

7. We've got plenty of rural patrons
25.00%
20.00%
.
15.00%
10.00%
5.00%
0.00%
2003-04 2004-05 2005-06 2006-07 2007-08 2008-09
% of Oregonians % of L-net ques-
in rural counties tions from rural
counties

8. But are they asking
enough questions?
25.00%
20.00%
.
15.00%
10.00%
5.00%
0.00%
2003-04 2004-05 2005-06 2006-07 2007-08 2008-09
% of Oregonians % of L-net ques-
in rural counties tions from rural
counties

9. Why?

10. Access to broadband
Rural counties in Oregon Broadband deployment in Oregon
(darker is better)
Source for broadband data: Federal Communicationcs Commission (2009)

11. The un- and under-served
Rural counties with un- and
under-served populations
(indicated in yellow)

12. An aging population

13. What can we do about it?

14. Focus on institutions
Schools
Libraries
Other publicly-
available access points
Photo sources: Elkton High School, Langlois Public Library

15. Go mobile

16. Don't make it Flashy
(AKA don't force users to use bandwidth-hungry widgets.)

17. Thanks!
This presentation was made using open source software.
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