I suppose I hadn’t really grokked the difference between “chat” and IM reference before this conference. Chat reference is used to refer to using some software suite such as QuestionPoint that offers services such as archives/transcripts which can be emailed to the user, some statistics on usage, co-browsing, etc. IM is the use of one of the major IM services (gtalk, AIM, yahoo, MSN, jabber, meebo) to provide limited, but perhaps faster transactions.

I was especially interested in the challenges K-state reported to rolling out IM. Across the conference it seems as though there are reasons to choose to provide chat or IM services. In terms of PCC, I think that IM would be a good option. Many presenters note that IM users self-select and thus understand the limitations of the service–not as apt to ask in-depth questions. Also, IM is (mostly) free whereas a full-service chat suite is gonna cost ya.

Ohio’s Academic and Public Library Virtual Reference Partnership
Donald Boozer, KnowItNow Coordinator, Cleveland Public Library and; Megan S. Mitchell, Oberlin College Library, OH

vision of service is: free virtual service for all residents of ohio

  • Overview
    • Joined After Dark service for 24/7 coverage
    • Not happy/comfy referring patrons to “strangers”
    • declining stats
    • had a workshop–needed collaboration
    • closed public chat service and piloted academic/public service
    • all members did not staff
    • shorter hours
    • low staff
    • grouped/queued by subject: staff did two at a time
    • general reference needed the most staffing
    • staff survey
    • some felt really “wired” and energized by the experience
    • others really only did it because they were required to
      • typical, eh?
  • Transition from Pilot to Partnership
    • librarian recruitment drive
    • 2 hour morning shift added
    • evening operators allowed to drop General reference queue
    • tips for serving children — how to?
    • streamlined canned messages
  • What’s next?
    • joint public/academic training

“r u there? i need help:” Virtual Reference at Kansas State University
Danielle Theiss-White, Laura Bonella, Jason Coleman, and Erin Fritch, of Kansas State University, KS

  • used to use questionpoint
    • users had to enter too much info before getting to librarians
    • too slow
    • clunky unfamiliar interface
    • steep learning curve
    • NOT free
  • Meebo instead
    • can use meebo widgets so that patrons don’t need to have a mesenger/client
    • BUT…meebo doesn’t follow-me [or does it now??, have to look into that]
    • claims you can use AOL to route to SMS BUT…isn’t that a 3rd party service? cooks…soup…etc.
  • Procedures
    • account monitoring
    • staffing at desk vs office
    • switching operators
      • communication — sounds much the same as passing off at the physical desk
    • recording transcripts in libstats
    • staff online for help
  • Marketing
    • k-state askalibrarian walk away card…
    • branded post-its [way better than bookmarks!!!]
  • Challenges
    • single operator
    • can miss questions during busy refdesk
    • cant xfer questions
    • no co-browsing
    • does not provide stats
    • some questions are hard to answer via IM
    • inappropriate conversations/questions