1. CHAT REFERENCE YEAR ONE
University of Alberta Libraries

2. Data Sources Transcripts from chat sessions Staff focus groups
User feedback forms
8/29/2019

3. WHY? Explore new ways of providing reference service
More users online generally
Greater instructional possibilities
8/29/2019

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
8/29/2019

5. WHO? (Users) Wide distribution across all faculties
Largest group identified as Faculty of Arts (32%) but all faculties represented
8/29/2019

6. WHAT? 24/7 chat reference software with co-browsing capacity
69 hours per week
University of Alberta ID required
8/29/2019

7. WHEN?
Busiest hours are 10 a.m. - 4 p.m. weekdays - 52% of all questions
Evenings 5 p.m p.m. - 30% of all questions
Weekends - 17% of questions
8/29/2019

8. WHERE? Two upgraded staff machines per unit From staff workstations
Users can be anywhere -- on campus or off
8/29/2019

9. WHAT DID THEY ASK? Research questions (39%)
Circulation questions (39%)
Proxy server questions (12%)
8/29/2019

10. RESOURCE BASE University Library Web pages Library catalogue
Licensed databases
Internet resources
8/29/2019

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
8/29/2019

12. USER FEEDBACK User comments more enthusiatic than staff comments
Library school students were more enthusiastic than staff
Demographic differences??? Different expectations???
8/29/2019

13. YEAR 2 OUTLOOK
Collaboration with the University of New Brunswick Fall Term 2002
Marketing initiatives Fall & Winter terms 2002/2003
Possible COPPUL collaboration
8/29/2019