Another session which really illustrates the differences between chat reference and IM reference. Interesting that M. Kathleen Kern reports patrons choose IM over vendor-chat 7 to 1. I understand the limitations of most of the existing IM services, but I’m not sure I see why they developed their own client. I suspect that they were simultaneously developing alongside clients like libraryh3lp and Hab.la, both of which are now freely available and solve many of the issues that prompted them to design in-house in the first place. Also interesting was her discussion of why collaborative VR is worthwhile, even on a single campus.

USC libraries contribute to an OCLC QuestionPoint similar to L-net and still wanted to explore the IM options in addition to the vendor-chat method. Most interesting about this decision was the belief that users should be able to stay in their native chat environment and not have to come to the library website to use the chat service. Other presenters indicate their agencies approached this in different ways, some deciding that forcing users into the library website is the most effective way to provide service and others, like USC, deciding that it’s a barrier. I come down firmly on the side of it being a barrier. If I can get you to remember me as a resource just by getting into your buddy list once it seems far more effective than forcing you onto the library website.

Instant Messaging & Collaborative VR: Developing Software to Make it Work
M. Kathleen Kern

Why new VR software?

  • patrons choose IM over vendor-chat 7:1
  • IM interface and speed preferred by library staff
  • only one IM operator (librarian) can be logged into an IM account

Why collaborate in a single library?

  • University of Illinois at Urbana environment
  • large– multiple service desks offering IM
  • busy IM/chat reference service >7000 year

Why develop in-house?

  • Nothing fully developed that meet our needs
  • contracted with campus softwawre development office
  • may have other campus uses–admissions, IT, help desk, etc.

Timeline

  • contracted March 08
  • letter of agreement and specs April 08
  • beta 1 July 16
  • Production Sept 16
  • implement after thanksgiving

Other higher-ups are working on open access/source.

Three to Get Ready: A Trio of Chat Configurations for 24/7 Coverage
Susan Gardner and Shahla Bahavar, both of University of Southern California Libraries, CA

overview

  • USC contribute to the QuestionPoint OCLC service by answering questions from local and non-USC patrons
  • since 2006 USC serves 7 hours per week in the coop, answering questions from both USC and non-USC patrons
  • In return, USC receives 24/7 coverage for patrons
  • Pilot project 1
    • added 4 additional chat hours on QP, fall semester, through subject chat pilotProject
    • subject-based chat emerged to simultaneously increase local chat coverage within the consortium while offering customized chat service for selected disciplines
      • in spring increased monitoring of USC-only queue  by addtional 14 hours by offering in 13 subjects
      • these librarians also take any general questions from the USC queue
      • Number of hours added are during times that QP needed.
    • benefits of subject chat
    • challenges
    • finding time
    • making subject-specific clientele and departments aware of service
    • juggling chat with both subject specific patrons and general USC patrons
  • Pilot project 2
    • wanted to use IM in addition to QP so users can stay in native chat environment and not have to come to LIB website
    • added IM chat hours
    • piloted with librarians and staff who were already serving at refdesk
    • created multiple accounts on various services
    • created entry points for popups on library webpage
    • monitored with Pidgin, recording transcripts
    • when no IM is avail the link leads to the QP 24/7 service
  • Future goals
  • continue monitoring virtual reference stats
  • trends
  • stats for IM and subject chat
  • co-op stats
  • user satisfaction survey
  • experiment with queues and routing in libraryh3lp to set up internal circ queues

Organizational Shift and its Effect on Reference Service
George Bergstrom, Management & Economics Library, Purdue University Libraries, IN

  • overview of libraries
  • overview of reference
  • management and econ library pre may 06
  • management and econ today