Integration of Reference Services into an Online Environment One year on. Integration of Reference Services into an Online Environment One year on. Nicole Phillips E-learning Librarian Chadstone Information Commons Nicole Phillips E-learning Librarian Chadstone Information Commons

Software Considerations The following software was considered for the trial:  LSSI  LivePerson  Human Click The following software was considered for the trial:  LSSI  LivePerson  Human Click

The decision was made to trial LivePerson software for six months (Jan 2002-June 2002)  Cost - Approx. $7000 AUD depending on exchange rate for annual subscription (actual cost is $3750 USD per year)  The subscription was renewed for a further six months (June 2002-December 2002)  Subscription renewed for the full year of 2003

LivePerson Interface Staff view

LivePerson Interface Student view

LivePerson Buttons Original Button Customised Button

Marketing  “ Who am I?” Institute wide competition  Mass s to staff  Articles in Institute news  Demonstrations in information literacy classes  Addition of LiveHelp button to our website pages & databases

Statistics Total Number of Chats January 2002 – July 2003

Statistics Average contact time Jan 2002 – July 2003 (in minutes)

Statistics Average wait time Jan 2002 – July 2003 (in minutes)

Exit Survey Data Did you find this service? Excellent63% Good 31% Fair2.4% Poor3.2%

Exit Survey Data Was the information sent to you? Highly relevant63% Relevant34% Not relevant3%

Exit Survey Data Would you use this service again? Yes 100% No0%

Exit Survey Data Were you using this service from: Home52% Work7% Holmesglen Campus27% Information Commons14% Other0%

Exit Survey Data Did you find this service easy to use? Yes 100% No 0%

Exit Survey Data Would you like us to you a transcript of this chat? Yes 29% No71%

Exit Survey Data Are you a ? Student60% Teacher18% Admin. staff20% Other2%

What are they asking? “i need ti identify the causes and consequences of offending behaviour in juveniles...will u be able 2assist me with any books, websites or journals which i could use” “Have u got terminator on DVD?” “hello how are ya? I was just wondering if u know any good statistic sites?” “Can I obtain an Age article dated Nov (Sun Age)?” “Hello, I am in the Standards online database and I wish to view a document but it wont come up” “How can I find the information about boomerang?” “Hello, my teacher ask me to set up a intranet . could you tell me how to set up a holmesglen address” “hi I have this book that was due today its called Commercial cookery can I renew it now or do i have to come in” “i need 2know who migrated in the 40s and 50s and why did they migrate? also...how Australia has benefited from migration” “Hi, just wanted to know how I can renew my books over the internet” “I am looking for my past records at moorabbin tafe” “When does school holiday start in November?” EVERYTHING!

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