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Live chat in de boekentoren (Paul Bastijns)
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Live chat in de boekentoren (Paul Bastijns)

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    • 1. Live chat in de boekentoren Ken je klant! Studiedag over gebruikersonderzoek en communicatie 27 mei 2014 paul.bastijns@ugent.be
    • 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. Virtual Reference Services (VRS) Asynchroon • Email • Web formulieren • SMS • … Synchroon • Chat of instant messaging (IM) • Skype • …
    • 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. 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. Bron: Library Success: A Best Practices Wiki. http://www.libsuccess.org/index.php?title=Libraries_Using_IM_Reference
    • 7. A Usability Evaluation of Academic Virtual Reference Service. Chow, Anthony S. & Croxton, Rebecca A. College & Research Libraries. May 2014
    • 8. bruikleenbalie
    • 9. infobalie
    • 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. 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. Libraryh3lp admin
    • 13. Libraryh3lp chat widget
    • 14. Pidgin client infobalie
    • 15. Infobalie cijfers (okt. 2012 – dec. 2013) Mail 2642 52% Balie 1844 36% Chat 256 5% Telefoon 385 7%
    • 16. Libraryh3lp cijfers