INNOVATIVE WAYS PATRONS CAN ASK A LIBRARIAN USING IM, TEXTING, TWITTER, AND VOIP Danielle Theiss-White gisellert1987.wordpress.com
Why IM? Why Text? Why Tweet? “Libraries that cling to traditional models of operation or elect to maintain the status quo will proceed slowly and laboriously…, relating less and less to their customers, and ultimately losing the support needed to continue operations.” –Darlene Weigand
Because they are popular The ECAR Study of Undergraduate Students and Information Technology (2009).
Patrons like IM Reference
Patrons Like IM Reference Findings 340 respondents 82% said IM is very good method for getting help 82% said answers were very helpful. 12 % said answers were fairly helpful.
How can your users connect with you?
IM techtreak.com
Meebo – Patron View
When someone is logged into the Meebo account: When no one is logged into the Meebo account:
Meebo – Patron View Click anywhere on the image A pop-out chat window will open.
Meebo – Operator View Accounts being monitored: Chat windowStatus message:Buddy list:
Widgets Ask a Librarian Page
Widgets Catalog Page
Widgets K-State Online Page
Widgets K-State Libraries Facebook Page
Widgets Database Page
Challenges
Libraryh3lp
Libraryh3lp Webchat Staff Side
Texting
Nebraska Library Commission
VoIP
Future or Present? Kim Griggs, Laurie M. Bridges, Hannah Gascho Rempel. library/mobile: Tips on Designing and Developing Mobile Web Sites. Code4Lib. Issue 8, ,
Staff Training Reference batting practice Yearly refreshers on virtual reference tips and the Reference Interview process in an online environment Wiki training documentation
Assessing VR Services Track transaction numbers over time. IM Transactions by Month and Year, January 2007 through May 2009
Optimizing Staffing If the information is available, calculate the average number of minutes spent answering IM questions per hour for each hour and day of the week.
Marketing Virtual Reference Services
Resources
Resources
Resources
Resources
Conclusion and Questions?