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

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

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

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

Quality control

Training issues

Early warning system

Web site issues

Assessing the Cooperative Uniformity of service Load balancing

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/

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

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 /

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

[email_address]

646.312.1620