1. Ask a UT System Librarian: Spring and Summer ’04 Joe Dobbs Virtual Reference Coordinator jwdobbs@mail.utexas.edu

2. Usage Statistics Surveys Unresolved chats and follow-ups Announcements Promotion

8. All Surveys: 6 Response Question Negative or No Neutral or N/A Positive or Yes 114I prefer asking questions online, using e-mail or chat. 015Was this service easy to use? 006Are you satisfied with the hours of service? 006Were you satisfied with the answer to your question? 006Would you use this service again?

9. Comments… “This program was very quick and effective. I am very pleased with the promptness and accuracy of the information she provided. Thanks again.” “I am so happy I can find this kind of online help” “this is the first time i've used the "chat" service; i didn't know it existed till i happened on a button that said i could chat with a reference librarian. i consult reference librarians (at UT austin, at which i'm an emeritus prof) all the time, and i suppose your first question above means that i prefer asking questions online to asking them in person. that's not true, of course; i prefer the human contact. but sometimes one isn't close to a library; take me: i'm in santiago, chile. thanks and best wishes, bill stott”

10. Scheduling Issues Be mindful of your scheduled shift Use the systemchat list to negotiate trades If a component doesn’t show up to relieve you… 1 st – Refer to schedule of OFFCAMP pages 2 nd – Contact the scheduled component

11. Things to Remember Identify your affiliation in greeting Solicit the user’s affiliation Do not push or email licensed content Use short sentences Solicit surveys via “Thanks for using…” script

12. Promotion How can we bring in more users? How are you promoting this service?