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CHAT REFERENCE YEAR ONE

CHAT REFERENCE YEAR ONE. University of Alberta Libraries. Data Sources. Transcripts from chat sessions Staff focus groups User feedback forms. WHY?. Explore new ways of providing reference service More users online generally Greater instructional possibilities.

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CHAT REFERENCE YEAR ONE

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  1. CHAT REFERENCE YEAR ONE University of Alberta Libraries

  2. Data Sources Transcripts from chat sessions Staff focus groups User feedback forms

  3. WHY? Explore new ways of providing reference service More users online generally Greater instructional possibilities

  4. WHO? (Staff) All units in proportion to number of unit reference staff Professional and associate reference staff Library school students for evenings and weekends

  5. WHO? (Users) Wide distribution across all faculties Largest group identified as Faculty of Arts (32%) but all faculties represented

  6. WHAT? 24/7 chat reference software with co-browsing capacity 69 hours per week University of Alberta ID required

  7. WHEN? Busiest hours are 10 a.m. - 4 p.m. weekdays - 52% of all questions Evenings 5 p.m. - 10 p.m. - 30% of all questions Weekends - 17% of questions

  8. WHERE? Two upgraded staff machines per unit From staff workstations Users can be anywhere -- on campus or off

  9. WHAT DID THEY ASK? Research questions (39%) Circulation questions (39%) Proxy server questions (12%)

  10. RESOURCE BASE University Library Web pages Library catalogue Licensed databases Internet resources

  11. WHAT IF I DON’T KNOW? Referral strategies and scripts 98 subject referrals and 20 off-line follow-ups in over 670 transactions 33 referrals for circulation

  12. USER FEEDBACK User comments more enthusiatic than staff comments Library school students were more enthusiastic than staff Demographic differences??? Different expectations???

  13. YEAR 2 OUTLOOK Collaboration with the University of New Brunswick Fall Term 2002 Marketing initiatives Fall & Winter terms 2002/2003 Possible COPPUL collaboration

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