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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.

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

  1. 1. Assessing Chat Reference Presentation to Staff at Columbia University Libraries November 15, 2007 Stephen Francoeur Baruch College
  2. 2. <ul><li>Baruch’s Service </li></ul><ul><li>Surveys </li></ul><ul><li>Reading Transcripts </li></ul><ul><li>Cooperative Service </li></ul>
  3. 3. Baruch’s Service <ul><li>March 2001: launched service </li></ul><ul><li>Now use QuestionPoint’s flash chat </li></ul><ul><li>July 2003: joined academic cooperative </li></ul><ul><li>200-300 chats/month during fall and spring semesters </li></ul><ul><li>Average chat = 14 minutes long </li></ul>
  4. 4. Surveys <ul><li>Pop up window </li></ul><ul><li>Data from March 25, 2006, to November 14, 2007 </li></ul><ul><li>341 surveys received </li></ul>
  5. 10. Reading Transcripts <ul><li>Quality control </li></ul><ul><li>Training issues </li></ul><ul><li>Early warning system </li></ul><ul><li>Web site issues </li></ul>
  6. 11. Assessing the Cooperative <ul><li>Uniformity of service </li></ul><ul><li>Load balancing </li></ul>
  7. 12. Uniformity of Service <ul><li>Quality control feedback </li></ul><ul><li>Webinars, user group meetings, etc. </li></ul><ul><li>Cooperative Advisory Board </li></ul><ul><li>QuestionPoint blog </li></ul><ul><ul><li>http://questionpoint.blogs.com/ </li></ul></ul>
  8. 13. Load Balancing <ul><li>Net users in the cooperative </li></ul><ul><li>Routing of questions </li></ul><ul><li>Simultaneous chat sessions </li></ul><ul><li>Rationalizing the schedule </li></ul>
  9. 14. Links <ul><li>Slides </li></ul><ul><li>http:// www.slideshare.net/stephenfrancoeur </li></ul><ul><li>Digital Reference </li></ul><ul><li>http:// www.teachinglibrarian.org/weblog/blogger.html </li></ul><ul><li>Virtual Reference SIG </li></ul><ul><li>http:// vrsig.pbwiki.com / </li></ul>
  10. 15. Questions? <ul><li>[email_address] </li></ul><ul><li>646.312.1620 </li></ul>

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