Live chat in de boekentoren
Ken je klant! Studiedag over gebruikersonderzoek en communicatie
27 mei 2014
paul.bastijns@uge...
“Digital reference (or virtual reference) is a service by which
a library reference service is conducted online, and the
r...
Virtual Reference Services (VRS)
Asynchroon
• Email
• Web formulieren
• SMS
• …
Synchroon
• Chat of instant messaging (IM)...
Figure 1 Type of VRS for 100 academic library web sites.
A Survey and Empirical Study of Virtual Reference Service in Acad...
Services for Academic Libraries in the New Era
D-Lib Magazine vol 17, nr. 7/8 2011
http://www.dlib.org/dlib/july11/gerolim...
Bron: Library Success: A Best Practices Wiki.
http://www.libsuccess.org/index.php?title=Libraries_Using_IM_Reference
A Usability Evaluation of Academic Virtual Reference Service.
Chow, Anthony S. & Croxton, Rebecca A. College & Research Li...
bruikleenbalie
infobalie
Chat reference: opties
Commerciële
applicaties (CRM)
• Questionpoint
• Tutor
• …
Instant
messaging (IM)
• MSN Messenger
• ...
Libraryh3lp.com
• Geïntegreerd chat/IM/SMS platform
• Gebaseerd op open standaarden als XMPP (Jabber)
• Geen installaties ...
Libraryh3lp admin
Libraryh3lp chat widget
Pidgin client infobalie
Infobalie cijfers (okt. 2012 – dec. 2013)
Mail 2642 52%
Balie 1844 36%
Chat 256 5%
Telefoon 385 7%
Libraryh3lp cijfers
Live chat in de boekentoren (Paul Bastijns)
Live chat in de boekentoren (Paul Bastijns)
Live chat in de boekentoren (Paul Bastijns)
Live chat in de boekentoren (Paul Bastijns)
Live chat in de boekentoren (Paul Bastijns)
Live chat in de boekentoren (Paul Bastijns)
Live chat in de boekentoren (Paul Bastijns)
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Live chat in de boekentoren (Paul Bastijns)

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  • Live chat in de boekentoren (Paul Bastijns)

    1. 1. Live chat in de boekentoren Ken je klant! Studiedag over gebruikersonderzoek en communicatie 27 mei 2014 paul.bastijns@ugent.be
    2. 2. “Digital reference (or virtual reference) is a service by which a library reference service is conducted online, and the reference transaction is a computer-mediated communication. It is the remote, computer-mediated delivery of reference information provided by library professionals to users who cannot access or do not want face-to-face communication.” (Wikipedia: http://en.wikipedia.org/wiki/Virtual_reference)
    3. 3. Virtual Reference Services (VRS) Asynchroon • Email • Web formulieren • SMS • … Synchroon • Chat of instant messaging (IM) • Skype • …
    4. 4. Figure 1 Type of VRS for 100 academic library web sites. A Survey and Empirical Study of Virtual Reference Service in Academic Libraries Xiangming Mu , Alexandra Dimitroff , Jeanette Jordan , Natalie Burclaff The Journal of Academic Librarianship, Volume 37, Issue 2, 2011, 120 - 129
    5. 5. Services for Academic Libraries in the New Era D-Lib Magazine vol 17, nr. 7/8 2011 http://www.dlib.org/dlib/july11/gerolimos/07gerolimos.html
    6. 6. Bron: Library Success: A Best Practices Wiki. http://www.libsuccess.org/index.php?title=Libraries_Using_IM_Reference
    7. 7. A Usability Evaluation of Academic Virtual Reference Service. Chow, Anthony S. & Croxton, Rebecca A. College & Research Libraries. May 2014
    8. 8. bruikleenbalie
    9. 9. infobalie
    10. 10. Chat reference: opties Commerciële applicaties (CRM) • Questionpoint • Tutor • … Instant messaging (IM) • MSN Messenger • Yahoo chat • Google Talk • … Multiprotocol IM & Chat widget • MeeboMe • Libraryh3lp • …
    11. 11. Libraryh3lp.com • Geïntegreerd chat/IM/SMS platform • Gebaseerd op open standaarden als XMPP (Jabber) • Geen installaties nodig • Meer dan één operator voor dezelfde queue • Chats transfereren naar collega’s • Chat transcripts worden bewaard • Statistieken en rapport module
    12. 12. Libraryh3lp admin
    13. 13. Libraryh3lp chat widget
    14. 14. Pidgin client infobalie
    15. 15. Infobalie cijfers (okt. 2012 – dec. 2013) Mail 2642 52% Balie 1844 36% Chat 256 5% Telefoon 385 7%
    16. 16. Libraryh3lp cijfers

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