Francoeur, Stephen. "Assessing Chat Reference. 15 November 2007.

Assessing Chat Reference Presentation to Staff at Columbia University Libraries November 15, 2007 Stephen Francoeur Baruch College

Baruch’s Service
Surveys
Reading Transcripts
Cooperative Service

Baruch’s Service
March 2001: launched service
Now use QuestionPoint’s flash chat
July 2003: joined academic cooperative
200-300 chats/month during fall and spring semesters
Average chat = 14 minutes long

Surveys
Pop up window
Data from March 25, 2006, to November 14, 2007
341 surveys received

Reading Transcripts
Quality control
Training issues
Early warning system
Web site issues

Assessing the Cooperative
Uniformity of service
Load balancing

Uniformity of Service
Quality control feedback
Webinars, user group meetings, etc.
Cooperative Advisory Board
QuestionPoint blog
http://questionpoint.blogs.com/

Load Balancing
Net users in the cooperative
Routing of questions
Simultaneous chat sessions
Rationalizing the schedule

Links
Slides
http:// www.slideshare.net/stephenfrancoeur
Digital Reference
http:// www.teachinglibrarian.org/weblog/blogger.html
Virtual Reference SIG
http:// vrsig.pbwiki.com /

Questions?
[email_address]
646.312.1620

Francoeur, Stephen. "Assessing Chat Reference. 15 November 2007.

by Stephen Francoeur on Nov 14, 2007

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Francoeur, Stephen. "Assessing Chat Reference. 15 November 2007. Presentation Transcript