0
Chat, social media & online technologies - Interacting with library users online NUS LIBRARIES’ EXPERIENCE Based on slides...
Digital Out-reach & Information Literacy Webex & Webcast Live Chat Service Breeze/Flash/Videos
Chat on Main page http://libfaq.nus.edu.sg/
Libraryh3lp web chat <ul><li>Web-based chat  </li></ul><ul><li>Support of IM networks like Gtalk, MSN, Yahoo etc </li></ul...
Chat on FAQ http://libfaq.nus.edu.sg/
Others LibGuides http://mlib.nus.edu.sg
Personalised LibGuides http://libguides.nus.edu.sg/bma5112
Chat transactions Number of chat transactions per month
I really like this service.  Kudos to NUS libraries! “ this chatting  stuff  quite cool actually ..didnt expect u to reply...
Troubleshooting 19:56  User : Hi, is there any problem with the lib mainpage. cannot get in.....:( 19:56  aarontay : Yes. ...
Improve FAQs & Guides
Find article? 02:31  User  : i need to get an article 02:31  Librarian  : You have the title? 02:31  User  : Five years of...
Statistics question 14:52  User : I work at  <censored> 14:52  User : and we are doing a Project on <censored> 14:52  User...
Chat transactions 10:56  User : Dear Librarian, I have a question. I need to classify high education such as polytechnic, ...
Difficult question (15:30:21)  User  : hello, i need to find information suicide depression in singapore (15:30:27)  Libra...
Transferring
Transfering chat I 17:11  User  : can check where I can get papers written about singtel and optus merger 17:12  Librarian...
Transfer chat II 17:36  Librarian II  : ok here is your search... 17:36  Librarian II  : try this 17:37  Librarian II  : (...
Unwillingess 00:45  User  : May I ask of you have any material on steps to emergent coding (research anaylsis)  <AFTER VAL...
WebEX <ul><li>Major use – EndNote X4 Training – Lecture style </li></ul><ul><li>Conducted 23 Sept –  131  total signups,  ...
Web-ex vs Webcast
Web-ex vs Webcast Web-ex Webcast Date 23 Sept 2011 22 Sept 2011 Topic EndNote X4 Endnote X4 Attended “live” 131 total logi...
Why Social Media? <ul><li>To generate more direct, spontaneous and immediate interactions with users we  </li></ul><ul><ul...
Facebook & Twitter: in-depth look <ul><li>Reaching out to users </li></ul><ul><li>Amplification of news </li></ul><ul><li>...
Facebook Started : 14 Feb 2011 Reach : 1,900 Likes Page impressions : >500,000 (up to Oct 2011) http://www.facebook.com/nu...
Twitter Started : June 2009 Reach : 800 followers http://www.twitter.com/nuslibraries
Reaching out to users : Pushing news alerts to Facebook and Twitter
Students amplify news on Twitter
Direct Feedback on Twitter Direct Feedback on Facebook
Questions on Twitter
Types of feedback on Social Media
<ul><li>keywords  –  </li></ul><ul><li>NUS Lib OR Library OR Libraries OR Librarian </li></ul>Indirect Feedback 2.  proxim...
<ul><li>LIVE tweets picked up by scanning </li></ul><ul><li>Our response: tweeting workarounds </li></ul><ul><ul><li>Eg. w...
<ul><li>Information picked up in LIVE twitter scan </li></ul><ul><li>Video picked up in Google Alert </li></ul>Breaking Ev...
Breaking Events Students at play.. Captured with Twitter scanning & Google Alerts
Indirect Compliments
Compliments on how we engage our users on Twitter
I wasn’t expecting a reply at all, but shortly after tweet, I got a reply from NUS Libraries’ official Twitter account! I ...
nus library OR lib OR Libraries OR database OR databases OR journal OR journals -pokernunus -worldnunus <ul><li>2,273(100%...
Level of commitment Commitment
Challenges <ul><li>Things constantly in-flux, survival of each social network is uncertain </li></ul><ul><li>Policies of i...
Thank you Aaron Tay Librarian NUS Libraries [email_address]
Upcoming SlideShare
Loading in...5
×

Chat, social media & online technologies - Interacting with library users online

823

Published on

By Aaron Tay

As content become increasingly available online through ebooks and ejournals, and our users shift to online methods of searching , communication and interaction, the library needs to evolve to handle these new behavioral patterns.

This talk will describe how NUS Libraries is engaging users online using online chat reference services, social media platforms like Facebook and Twitter.

NUS Libraries is also embracing the elearning and has experimented with a variety of tools and services such as Webex, Breeze as well as videos created using Flash or Camtasia.

With the wealth of tools & services available, which are the right tools? What are users preferences with regards to say online chat reference versus physical chat reference? Attending lectures live online vs. in person? Do users really want or expect to obtain help online versus chat for long research and difficult questions?

Published in: Education, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
823
On Slideshare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
7
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • More examples
  • Transcript of "Chat, social media & online technologies - Interacting with library users online"

    1. 1. Chat, social media & online technologies - Interacting with library users online NUS LIBRARIES’ EXPERIENCE Based on slides by Georgiana Glass Aaron Tay Librarian NUS Libraries [email_address]
    2. 2. Digital Out-reach & Information Literacy Webex & Webcast Live Chat Service Breeze/Flash/Videos
    3. 3. Chat on Main page http://libfaq.nus.edu.sg/
    4. 4. Libraryh3lp web chat <ul><li>Web-based chat </li></ul><ul><li>Support of IM networks like Gtalk, MSN, Yahoo etc </li></ul><ul><li>Allows Multiple operators </li></ul><ul><li>Allows “queues of operators” tied to specific chat boxes </li></ul><ul><li>Transfer between chat operators </li></ul><ul><li>Allows “fall-back” queues. </li></ul><ul><li>Chat logging, exchange of files </li></ul><ul><li>No support of video calls, screensharing etc </li></ul>
    5. 5. Chat on FAQ http://libfaq.nus.edu.sg/
    6. 6. Others LibGuides http://mlib.nus.edu.sg
    7. 7. Personalised LibGuides http://libguides.nus.edu.sg/bma5112
    8. 8. Chat transactions Number of chat transactions per month
    9. 9. I really like this service. Kudos to NUS libraries! “ this chatting stuff quite cool actually ..didnt expect u to reply heh” Nope, that's all. This instant chat thing is really good and handy Will I be able to chat with them like this or only meet in person? (when directed to the appropriate RT for indepth help) yup. thanks a lot for your time. once again, this chat thing is ... truly amazing . most people would be too lazy to speak with a lib in person. doubt even the better financially endowed university libraries have such a provision.
    10. 10. Troubleshooting 19:56 User : Hi, is there any problem with the lib mainpage. cannot get in.....:( 19:56 aarontay : Yes. We are aware. Working on it. 19:56 aarontay : What are you trying to do? 19:56 User : I wanted to go the journal database 19:57 aarontay : which one? 19:57 aarontay : I can send you directly.. in some cases 19:57 aarontay : Or looking for specific article? 19:58 User : I need to browse myself for my research project; too many for you to download. Science Direct 19:58 aarontay : Science direct.. not a problem.. hold on 19:59 aarontay : http://www.sciencedirect.com.libproxy1.nus.edu.sg/
    11. 11. Improve FAQs & Guides
    12. 12. Find article? 02:31 User : i need to get an article 02:31 Librarian : You have the title? 02:31 User : Five years of insight into the World's Most Admired Companies 02:31 User : Stark, MelvynJournal of Organizational Excellence, Dec 01, 2002 02:33 Librarian : Okay let me show you how to find a known article 02:33 Librarian : For this, you do not use the articles tab. .that is for general search when you don't know the article title
    13. 13. Statistics question 14:52 User : I work at <censored> 14:52 User : and we are doing a Project on <censored> 14:52 User : I want Data on <censored>in Asia.we require by age, gender 14:53 User : and we want it to be as old as possible , are there any online resources on Lib that I should refer to? 14:53 Librarian : what do you mean by as old as possible? 14:53 User : that if the data begins from 1990's
    14. 14. Chat transactions 10:56 User : Dear Librarian, I have a question. I need to classify high education such as polytechnic, college, university, etc. What criteria / term should I use? 10:56 aarontay : Hi. Welcome to NUS Libraries. How can i help? 10:57 aarontay : Hmm. I need more context What is this classification for? 10:57 aarontay : For example in the US they make distinctions between community colleges and academic universities. 11:10 User : This is for a report to be submitted in the international journal
    15. 15. Difficult question (15:30:21) User : hello, i need to find information suicide depression in singapore (15:30:27) Librarian : sorry? (15:30:28) User : are the options availbale to find the info (15:30:49) Librarian : You need to find information on suicide or depression in singapore? (15:33:58) Librarian : I need to know at what level you are approaching this.. writing an assignment? thesis? (15:36:20) User : okay sorry for the lack of info, am a second yr student in nursing, doing assignment on mental health problems in singapore. the focus is the severity of the problem in singapore and the available modality for help (15:37:16) Librarian : Hmm. I'm not super familiar with the literature here. But let me try :) (15:38:05) Librarian : You tried Pubmed? (15:38:09) User : ah. thnk u so much. because there is seriously scant resource on nursing in singapore (15:38:39) Librarian : BTW i'm not even sure what &quot;modality for help&quot; means in this context.. channels? (15:39:32) User : lolx...yeah. as in counselling, tool to identify those at risk.
    16. 16. Transferring
    17. 17. Transfering chat I 17:11 User : can check where I can get papers written about singtel and optus merger 17:12 Librarian : Yes. Give me a sec. I transfer your call to the Business librarian. 17:13 User this is a transfer, please see: https://libraryh3lp.com/queues/libguide1/calls/guest694820@libraryh3lp.com/732827 17:14 Librarian II : hello 17:15 Librarian II : did you say you wanted to know abt the singtel and optus merger? newspaper articles? 17:16 User : yes and some research paper as well
    18. 18. Transfer chat II 17:36 Librarian II : ok here is your search... 17:36 Librarian II : try this 17:37 Librarian II : (singtel or singapore telecommunications) and optus and (merger* or consolidat*) 17:37 Librarian II : use the same search for factiva 17:37 Librarian II : I will look at your scopus article now... 17:40 Librarian II . we don't have the journal in which the article is published. 17:42 Librarian II : looking at the abstract - you could possibly glean similar info from perhaps a newspaper article another keyword to add is &quot;regionalization&quot; 17:44 Librarian II : so your search could be..regionalization and telecommunication* 17:46 Librarian II : speaking of research papers…check this out... 17:46 Librarian II : it is written by our lecturers.
    19. 19. Unwillingess 00:45 User : May I ask of you have any material on steps to emergent coding (research anaylsis) <AFTER VALIANT EFFORT BY LIBRARIAN WHO IS UNFAMILAR WITH CONTENT ANALYSIS TO ASSIST> 01:09 Librarian : hmmm....i think you might want to get assistance from the resource librarian 01:09 Librarian : would you like me to make an appt for you? 01:10 Librarian : or you can just drop by the central library's information desk on the 5th floor 01:13 Librarian : hello? 01:16 Librarian : hi, are you still there?
    20. 20. WebEX <ul><li>Major use – EndNote X4 Training – Lecture style </li></ul><ul><li>Conducted 23 Sept – 131 total signups, 81 unique attendees </li></ul><ul><li>Handling questions – 3 assistants set as panelists to answer questions sent via Q&A function, text chat and mikes muted. </li></ul>
    21. 21. Web-ex vs Webcast
    22. 22. Web-ex vs Webcast Web-ex Webcast Date 23 Sept 2011 22 Sept 2011 Topic EndNote X4 Endnote X4 Attended “live” 131 total logins Post-views 337 161 Rated Good or Excellent 95%
    23. 23. Why Social Media? <ul><li>To generate more direct, spontaneous and immediate interactions with users we </li></ul><ul><ul><li>Embraced social media to listen, market and extend our reference presence </li></ul></ul><ul><ul><li>Adopted new online strategies to announce our products and to educate users </li></ul></ul><ul><li>Singapore heavy mobile & Social media users – e.g longest facebook sessions </li></ul><ul><li>Can be used to </li></ul><ul><ul><li>Reach out to users </li></ul></ul><ul><ul><li>Interact with users </li></ul></ul><ul><ul><li>Scan environment & service recovery </li></ul></ul>
    24. 24. Facebook & Twitter: in-depth look <ul><li>Reaching out to users </li></ul><ul><li>Amplification of news </li></ul><ul><li>Collecting ideas </li></ul><ul><li>Interacting with users </li></ul>
    25. 25. Facebook Started : 14 Feb 2011 Reach : 1,900 Likes Page impressions : >500,000 (up to Oct 2011) http://www.facebook.com/nuslibraries
    26. 26. Twitter Started : June 2009 Reach : 800 followers http://www.twitter.com/nuslibraries
    27. 27. Reaching out to users : Pushing news alerts to Facebook and Twitter
    28. 28. Students amplify news on Twitter
    29. 29. Direct Feedback on Twitter Direct Feedback on Facebook
    30. 30. Questions on Twitter
    31. 31. Types of feedback on Social Media
    32. 32. <ul><li>keywords – </li></ul><ul><li>NUS Lib OR Library OR Libraries OR Librarian </li></ul>Indirect Feedback 2. proximity (within certain radius of Library) For more see recorded Library 2.011 talk http://bit.ly/twitterscan Twitter Scans for & use of Google Alerts, videos, blogs & general pages
    33. 33. <ul><li>LIVE tweets picked up by scanning </li></ul><ul><li>Our response: tweeting workarounds </li></ul><ul><ul><li>Eg. while the front page did not work, one could still go directly to our library catalogue and access electronic resources </li></ul></ul>Breaking Events Library Website Server Issues <ul><li>Proactive scanning = Delighted users </li></ul>
    34. 34. <ul><li>Information picked up in LIVE twitter scan </li></ul><ul><li>Video picked up in Google Alert </li></ul>Breaking Events Burst Water Pipe In Library
    35. 35. Breaking Events Students at play.. Captured with Twitter scanning & Google Alerts
    36. 36. Indirect Compliments
    37. 37. Compliments on how we engage our users on Twitter
    38. 38. I wasn’t expecting a reply at all, but shortly after tweet, I got a reply from NUS Libraries’ official Twitter account! I must say I was pleasantly surprised. Compliments on how we engage our users on Twitter
    39. 39. nus library OR lib OR Libraries OR database OR databases OR journal OR journals -pokernunus -worldnunus <ul><li>2,273(100%)* - May 2010 to Oct 2011 </li></ul><ul><li>508 (22%) - Foursquare related </li></ul><ul><li>249 (11%) - Negative feedback </li></ul><ul><li>220 (10%) - False positives </li></ul><ul><li>143 (6%) - From NUS Libraries </li></ul><ul><li>121 (5%) - Retweets </li></ul><ul><li>120 (5%) - Compliments </li></ul><ul><li>119 (5%) - Help needed </li></ul><ul><li>30 (1.3%) - Rule breaking </li></ul><ul><li>856 (37%) - Events, descriptive etc </li></ul>* Does not sum to 100% Statistics For more see recorded Library 2.011 talk http://bit.ly/twitterscan
    40. 40. Level of commitment Commitment
    41. 41. Challenges <ul><li>Things constantly in-flux, survival of each social network is uncertain </li></ul><ul><li>Policies of interaction </li></ul><ul><li>Social networking etiquette </li></ul><ul><li>TRAINING </li></ul>
    42. 42. Thank you Aaron Tay Librarian NUS Libraries [email_address]
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×