Presented at LILAC 2010

1. The IS Cream Van – an Information Services
presence in Second Life
Marshall Dozier (Pancha Enyme)
Barry Croucher (Clint Carpaccio)
Denny Colledge (Lulu Quinnell)
Fiona Littleton (Frank Lassard)
University of Edinburgh Information Services

2. Holyrood Park, home to the MSc in E-learning

3. Spaces for learning and discussion

4. New student induction session

5. The IS Cream Van menus

6. Being in the IS Cream Van

7. Survey respondents
• Web-based survey (Bristol Online Survey)
• 33 respondents
– mostly students (n22)
– both studying and working in education (n16)
– mostly UK-based (n19)
– adults under 26yrs (n1), 26-45yrs (n18), over
45yrs (n13)
– mostly female (n21)
– most had used SL for more than 1 yr (n21);
others had used SL for under 6 months (n8)

8. Survey themes
• “I like the ice cream van! It is fun,
functional and exactly what you would find
in a beach area.”
• “It needs to be kept simple. Only the most
important information present with contact
information if more info needed.”
• “IS should not interfere with the
authenticity of the world but be available
should students or staff become confused
or unable to progress.”

9. Survey themes
• “What I really need is a person to talk to.”
• “I think it would be easier to logon to SL
and find a staff person there (during office
hours of course) to offer some help in real
time.”
• “I wasn’t aware of the QuestionPoint
manned hours until speaking to someone
who was manning the IS Cream Van.”

10. Next steps…
• Plan with UofE E-learning tutors support
for Second Life programmes in 2010/11
• Run a pilot service
• Gather and assess user feedback and
staff feedback
• Adapt enquiry services?

11. Our favourite quote!
• “I don’t know why the idea of
information/library staff in an ice cream
van is so much cooler than ‘Ask a
Librarian’ online – but it is and I think I’ll
make more use of them than I would say
an e-mail service – a case where
embodiment puts a human face to the
service (even if it isn’t their face)!”

12. Contact details
• Barry Croucher
SL: Clint Carpaccio
barry.croucher@ed.ac.uk
• Marshall Dozier
SL: Pancha Enzyme
marshall.dozier@ed.ac.uk
Many Thanks to:
• Denny Colledge
SL: Lulu Quinnell
denny.colledge@ed.ac.uk
• Fiona Littleton
SL: Frank Lassard
fiona.littleton@ed.ac.uk
Wilma Alexander
Lorna Cheyne
Graeme Eddie
MSc E-learning tutors