Bond Librarians Chat One year on Peta Hopkins

The Meebo service serves a useful purpose- it’s essentially just one more way students can get in touch with us and get information

Chat on the website

Chat where the students are

Chat anywhere Feedback responses 72% used on the website 28% used it in the online learning system Other suggestions… MySpace

It is difficult to juggle Meebo with phone and in-person requests Not knowing the true identity of someone can be off putting – are they sincere in their use of the service?

Users say… Feedback responses 70% think it is good or excellent 7% say it is OK 23% think it is poor

thanks for answering my questions this chatting tool is really a good idea! Greetings from floor 4! Too many bad experiences It was incredibly helpful, I was worried I couldn’t access a Journal and help was instantly available Knowledgeable and fast No response, nothing happened The service was impeccable! Excellent! Great except a bit slow to begin with I got no response, even though it said online

thanks for answering my questions this chatting tool is really a good idea! Greetings from floor 4!

I think someone should be rostered on for chat away from the desk ‘ that’s how it should work” – I can remember the satisfied feeling but I can’t remember the query most of the time the Meebo questions seemed to arrive when I had other customers or were just one line answers

Connecting customers with resources

It’s much easier than working with email because you can clarify details immediately

Chat increases visits

Good idea, I like the concept, but in the time we have had the service I have had only one chat online! I am only on the desk 2 hours a week so that may be why!