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.

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