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Overview

Learning to Talk – UCD Reader Services’ Chat Pilot Service Cathal McCauley (cathal.mccauley@ucd.ie) Presentation to LIR Annual Seminar 29 March 2007. Overview. Introduction to Instant Messaging/Chat Learning to Talk - Description of the UCD Reader Services’ Pilot Progress to date

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Overview

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  1. Learning to Talk – UCD Reader Services’ Chat Pilot ServiceCathal McCauley (cathal.mccauley@ucd.ie)Presentation to LIR Annual Seminar 29 March 2007

  2. Overview • Introduction to Instant Messaging/Chat • Learning to Talk - Description of the UCD Reader Services’ Pilot • Progress to date • Lessons Learnt • The Future of Instant Messaging/Virtual Reference?

  3. What is Instant Messaging (IM) ? • Real-time computer-based communication between two or more people • Like e-mail in many ways, but very different too! • Around since 1970s but late 90s saw birth of GUI IM services, developing continuously video etc • Now used by millions daily around the world

  4. IM in UCD Library – Pilot Service • Who/Where – Level 1 Information Desk Staff in James Joyce Library • Why – To start: Personal interest, Growing importance of IT issues, Evidence of reader usage, something new! Now: part of our service – usage good, a service we want to grow • When – 6 days a week, c.9hrs a day • What – online instant information and advice

  5. Learning to Talk • Briefly presented idea at Level 1 Desk meeting early Feb 06 and later to all RS staff • Of 10 staff on roster only 2 had prior IM experience • Brief training programme organised and operational issues considered and addressed • Service launched 1 March 2006

  6. What an IM looks like….

  7. Progress to date • 160+ IMs to date, many more users have added UCD RS to their contacts list. • 92% UCD users (c70% undergraduate) • Usage pattern broadly follows that of ‘real’ info desk • Now part of ‘normal’ info desk work • Queries range from the simple to complex • Some potentially abusive IMs, nothing serious to date • Lots of positive feedback from UCD, nationally and internationally • 1 negative comment (relating to technology platform)

  8. Information Desk Queries Not to Scale

  9. UCD Library users views about IM? • 82% of users found it helpful • 86% would use the service again • 63% of non-users would use the service in the future • 65% of non-users did not use the service due to lack of awareness

  10. Lessons Learnt • Pilot useful but need to drive growth and mainstream library-wide for true potential to be realised • Staffing, marketing and technology are key considerations • IM an opportunity for spontaneous online tuition • Sustainable part of the library support mix

  11. The Future of Instant Messaging/Virtual Reference?

  12. Thank You e-mail:    Cathal.McCauley@ucd.ie web:       www.ucd.ie/library IM: ucdreaderservices@hotmail.com blog:       www.ucd.ie/library/readerservices

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