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

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A presentation to the staff at Columbia University Libraries, November 15. 2007.

A presentation to the staff at Columbia University Libraries, November 15. 2007.

Published in: Education, Technology
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Transcript

  • 1. Assessing Chat Reference Presentation to Staff at Columbia University Libraries November 15, 2007 Stephen Francoeur Baruch College
  • 2.
    • Baruch’s Service
    • Surveys
    • Reading Transcripts
    • Cooperative Service
  • 3. 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
  • 4. Surveys
    • Pop up window
    • Data from March 25, 2006, to November 14, 2007
    • 341 surveys received
  • 5.  
  • 6.  
  • 7.  
  • 8.  
  • 9.  
  • 10. Reading Transcripts
    • Quality control
    • Training issues
    • Early warning system
    • Web site issues
  • 11. Assessing the Cooperative
    • Uniformity of service
    • Load balancing
  • 12. Uniformity of Service
    • Quality control feedback
    • Webinars, user group meetings, etc.
    • Cooperative Advisory Board
    • QuestionPoint blog
      • http://questionpoint.blogs.com/
  • 13. Load Balancing
    • Net users in the cooperative
    • Routing of questions
    • Simultaneous chat sessions
    • Rationalizing the schedule
  • 14. Links
    • Slides
    • http:// www.slideshare.net/stephenfrancoeur
    • Digital Reference
    • http:// www.teachinglibrarian.org/weblog/blogger.html
    • Virtual Reference SIG
    • http:// vrsig.pbwiki.com /
  • 15. Questions?
    • [email_address]
    • 646.312.1620

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