You can do anything, but you can’t do everything

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You can do anything, but you can’t do everything

  1. 1. You can doanything, butyou can’t doeverything The end of chat reference at a small undergraduate university Lauren Magnuson, MA / MEd
  2. 2. The University 1778Students 3 librarians + 200Faculty
  3. 3. A place for learning and creating.
  4. 4. Systems & E-Resource User SubjectEmerging Management Experience & Specialist forTechnologies Web Content • Humanities • Social Sciences • Education
  5. 5. Reference 2011-2012 # of Contacts Chat Texting 8% 19% Phone 10% Email In-Person 42% 21% T=904
  6. 6. Do,Or do not,There is no try.
  7. 7. #chatproblems Hello?!
  8. 8. #chatproblems
  9. 9. #chatproblems
  10. 10. FunctionalReliableUsableEnjoyable
  11. 11. Digsby Zoho Chat LibraryH3lp • Chat only (at the time) • $$• Embeddable • Embeddable• Free • Free• Glitchy • Ugly• Meebo-ish • YATTC (Yet • No Another history Thing to • Easily Check) missed chats
  12. 12. Meanwhile….
  13. 13. LibAnswers Knowledgebase• SMS• Twitter• Embeddable question forms• Public Knowledgebase• Analytics• Email notifications
  14. 14. Campus-Wide Knowledgebase
  15. 15. Analytics
  16. 16. Statistics
  17. 17. Query Spy
  18. 18. Cost (based on FTE)• LibAnswers Basic $759/yr• Analytics Module $299• SMS Add-On $360 $1418/yr
  19. 19. ROI• $.16 a view (so far)• Accountability• Visibility
  20. 20. If a chat box falls over in a forest…• Reference transactions increasing• Capitalizing on social media

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