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Slide 1: Assessing Chat Reference Presentation to Staff at Columbia University Libraries November 15, 2007 Stephen Francoeur Baruch College

Slide 2: • Baruch’s Service • Surveys • Reading Transcripts • Cooperative Service

Slide 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

Slide 4: Surveys • Pop up window • Data from March 25, 2006, to November 14, 2007 • 341 surveys received

Slide 5: Were you satisfied with the answer you received to your reference question? 72.1% 15.5% 12.0% 0.3% Satisfied Not Satisfied Somewhat Not Submitted Satisfied

Slide 6: The quality of the library staff in answering this request was? 58.9% 25.8% 9.1% 5.6% 0.6% Excellent Good Average Poor Not Submitted

Slide 7: Is this the first time you have used this service? 55.7% 44.3% Yes No

Slide 8: Will you use the service again? 81.8% 15.2% 2.3% 0.6% Very likely Maybe Never Not Submitted

Slide 9: The ease of using this online reference is? 66.9% 29.9% 1.8% 1.5% 0.0% Very Easy Easy Difficult Very Difficult Not Submitted

Slide 10: Reading Transcripts • Quality control • Training issues • Early warning system • Web site issues

Slide 11: Assessing the Cooperative • Uniformity of service • Load balancing

Slide 12: Uniformity of Service • Quality control feedback • Webinars, user group meetings, etc. • Cooperative Advisory Board • QuestionPoint blog http://questionpoint.blogs.com/

Slide 13: Load Balancing • Net users in the cooperative • Routing of questions • Simultaneous chat sessions • Rationalizing the schedule

Slide 14: Links Slides http://www.slideshare.net/stephenfrancoeur Digital Reference http://www.teachinglibrarian.org/weblog/blogger.html Virtual Reference SIG http://vrsig.pbwiki.com/

Slide 15: Questions? stephen_francoeur@baruch.cuny.edu 646.312.1620