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Joe Rawson, Julie Arnold, Megan A. Davis and Clare Miller. Virtual Reference at a Global University: An Analysis of Patron and Question Type. types of questions asked, and patron satisfaction. Introduction.
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Joe Rawson, Julie Arnold, Megan A. Davis and Clare Miller Virtual Reference at a Global University: An Analysis of Patron and Question Type
types of questions asked, and patron satisfaction Introduction This study has looked at the similarities and differences between a locally staffed Instant Messaging (IM) reference service and an out sourced Chat reference service, including:
The FY 2011 unduplicated worldwide head count is 92,211 FTE (Full time Equivalent ) 31,940 students 23, 922 undergraduate and 8,007 graduate students Over 100 undergraduate and graduate degree and certificate programs fully online. On-site classes in more than 25 countries and territories 55,000 active-duty military service members, reservists, veterans, and their family members are students 71% of students are employed fulltime, 47% are parents 79% of students taking at least 1 online course Source: UMUC Fact Book FY2011 http://www.umuc.edu/visitors/about/ipra/upload/UMUCFY11FactBook.pdf UMUC background Information
Since August 2003, partially outsourced chat/e-mail reference service Since August 2010, library staffed IM service Approval ratings from students for reference responses above 90% Survey results indicate satisfaction with 24/7 library services Biggest complaints are related to technical difficulties Quality of outsourced services continuously monitored by library staff Quality of service
Outsourced Chat IM (Instant Messaging) • August 2003 • Students must sign-in • Automatic Survey • Monitored for quality control by UMUC librarian • August 2010 • No student sign-in • Librarian must include link to survey OutsourceD Chat Vs. IM
Specific Search Policy and Procedural Directional Ready Reference Research Holdings/Do You Own? How Do I Cite? Types of Questions asked -- categories
Current staffing levels are sufficient to support Chat and IM Staff need to be knowledgeable about policies and procedures Knowledge base (RefManual& Outsourced Manual) A dedicated staff member to ensure outsourced chat quality Promote awareness of survey through various channels Who is asking what? Conclusions & FURTHER RESEARCH
Staffing levels Training procedures/Manuals Promotion CONSIDERATIONS For IMPLEMENTing AN IM OR OUTSOURCED CHAT SERVICE
Thank you! Joe Rawson – Joseph.Rawson@umuc.edu Megan A. Davis – Megan.Davis@umuc.edu Julie Arnold Lietzau - Julie.Lietzau@umuc.edu Clare Miller – Clare.Miller@umuc.edu Questions?