ask us! creating, assessing, and improving chat reference …eprints.rclis.org/20667/1/askus.pdf ·...
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Ask Us! Creating, Assessing, and Improving Chat Reference Services
in Your Library
Kim Pittman
Gabriel Gardner
AskUs! 0
Chat @ UMD
Once upon a time in 2004(ish)…
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Docutek, 2004:
“Robust” co-browsing experience not preferred by patrons; interface difficult for librarians
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Chat @ UMD
Chat @ UMD
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2005, Trillian, Librarian view: Unreliable, single-librarian monitoring
2009, Library H3lp: Embedded widget woes
2005, User view
Google Voice for texting, 2009: Slow delivery time
Chat @ UMD
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2011, Library H3lp: Pop-out widget
2011, Twilio: SMS Gateway integrated with Library H3lp
AskMN (QuestionPoint): 24/7 coverage
CREATE
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Software is a means…
• Client
– OS / web-based
– License
– Features • Offline messaging
• Message logging
• File transfer
– Protocol support
• Protocol
– Groups
– Security
– Audio/VOIP
– Video
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… to an end
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Discussion
• If you have a chat service, what criteria did you use to select it?
• What features are most important to you in a chat service?
• http://z.umn.edu/arldaskus
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ASSESS
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Why assess?
• Understand usage patterns
• Gauge user satisfaction
• Evaluate quality of service
• Identify potential improvements in promotion, usability, and service quality
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Statistics
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668
2,321
2,959
2,474 2,441
0
500
1,000
1,500
2,000
2,500
3,000
3,500
1 2 3 4 5
Chats per year, 2007-2011
Statistics
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0%
5%
10%
15%
20%
25%
30%
2007 2008 2009 2010 2011Year
Chats as a percentage of FTE
Surveys
• Exit survey to gauge patron satisfaction
• Additional survey to evaluate awareness of chat and reasons for non-use
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Surveys
• Created using Google Forms
• Guerilla survey testing • Link delivered by
macro and included in chat box
Our exit survey results
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Phase 2 results
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Phase 2 results: Chat non-users
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Chat users Chat non-users
Phase 2 results: Chat non-users
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Phase 2 results
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Other evaluation methods Transcript analysis • Quality of answer: completeness & accuracy
• Compliance with RUSA guidelines/use of reference interview
• Librarian behaviors and communication strategies
• Role of teaching & learning
Focus groups/interviews • With non-users
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Discussion
• What chat evaluation techniques have you used at your library?
• Would you recommend these to others?
• If you haven’t implemented chat evaluation at your library, why not?
• http://z.umn.edu/arldaskus
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IMPROVE
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Widget Generation
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Naked LibraryH3lp widget
Location, location, location
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LibGuides
Staff profile pages
Databases
Library homepage
Never at rest
• The librarian is in
• A librarian is in
● No UMD librarians available
Where else?
• 404s
• Link resolver pages
• Course management system
• Library catalog
• Mobile site
Training
• “Think like a user” exercise
• Transcript review
• Emphasis on service quality, not mechanics
A picture is worth…
• Screencasting
– In-person > screencast > text/audio only
• Issues
– Audio
– Editing
– File output
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… and video is even better
• Shareability is key – Screencast.com (TechSmith)
• Free – Jing (TechSmith)
– Many others
• Paid – Captivate (Adobe)
– Camtasia (TechSmith)
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URL shrtnrs
• TinyURL, Bit.Ly, Goo.Gl, others
• Essential for texting
• Avoid line breaks
• Click stats (bit.ly, goo.gl)
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Shrtnr Bookmarklets
• Short JavaScripts
• Halve the time and clicks
• Available for TinyURL, Bit.Ly, and Goo.Gl
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From this
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To this
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To script, or not to script, …
• Tools
– Intra-app
– AutoHotKey (f/oss, Windows only)
– Keyboard Maestro (proprietary, Mac only)
– Macro Express (proprietary, Windows only)
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… that is the question:
• Pros
– Fast
– Easy
– Accurate/consistent
• Cons
– Impersonal
– Texting char. limits
– De-professionalization?
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“Outsourcing”
• QuestionPoint: 24/7 chat coverage
– A complete reference management system integrating chat and email
• Prospects
– Greater coverage, potential cost savings
• Perils
– Local vs. non-local Qs
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Discussion
• What tools (free or otherwise) do you use to improve the user or operator experience?
• What training techniques or exercises have you found most effective?
• http://z.umn.edu/arldaskus
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References, pt. 1 • Bailey-Hainer, B. (2005). Virtual reference: Alive and well. Library Journal, 130 (1) (2005), pp. 46–47.
• Connaway, L. S., Radford, M. L., & Dickey, T. J. (2008). On the trail of the elusive non-user: What research in virtual reference environments reveals. Bulletin of the American Society for Information Science and Technology (Online), 34(2), 25.
• Connaway, L., & Radford, M. L. (2010). Virtual Reference Service Quality: Critical Components for Adults and the Net-Generation. Libri: International Journal Of Libraries & Information Services, 60(2), 165-180. doi:10.1515/libr.2010.015
• Duinkerken, W., Stephens, J., MacDonald, K. (2009) The chat reference interview: Seeking evidence based on RUSA's guidelines: A case study at Texas A&M University Libraries. New Library World, 110(3/4) 107-121.
• Hughes, A. M. (2010). Adherence to RUSA's Guidelines for Virtual Reference Services is Below Expected in Academic Libraries. Evidence Based Library & Information Practice, 5(4), 105-107
• Kwon, N. (2007). Public library patrons’ use of collaborative chat reference service: The effectiveness of question answering by question type. Library & Information Science Research, 29(1), 70–91. doi:10.1016/j.lisr.2006.08.012
• Maness, J. M. (-2007). The power of dots: Using nonverbal compensators in chat reference. Proceedings of the 70th Annual Meeting of the American Society of Information Science & Technology, Joining Research and Practice: Social Computing and Information Science 44.
• Nahyun, K., & Gregory, V. L. (2007). The Effects of Librarians' Behavioral Performance on User Satisfaction in Chat Reference Services. Reference & User Services Quarterly, 47(2), 137-148.
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References, pt. deux • Passonneau, S., & Coffey, D. (2011). The Role of Synchronous Virtual Reference in Teaching and
Learning: A Grounded Theory Analysis of Instant Messaging Transcripts. College & Research Libraries, 72(3), 276-294.
• Pomerantz, J. (2006). Peer review of chat reference transcripts: Approaches and strategies. Library & Information Science Research, 28(1), 24-48.
• Price, J. B. (2010). Screencasting on a Shoestring: Using Jing. Reference Librarian, 51(3), 237-244. doi:10.1080/02763871003792030
• Radford, M. L. (2006). Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference. Journal of the American Society for Information Science & Technology, 57(8), 1046-1059
• Radford, M. L., Connaway, L., Confer, P. A., Sabolcsi-Boros, S., & Kwon, H. (2011). "Are We Getting Warmer?" Query Clarification in Live Chat Virtual Reference. Reference & User Services Quarterly, 50(3), 259-279.
• Ruppel, M., Fagan, J.C. (2002) Instant messaging reference: users’ evaluation of library chat. Reference Services Review, 30(3), pp.183 – 197
• Thompson, S. (2010). To Script or Not To Script: Or, The Challenge of Being Both Efficient and Personal when Interacting with Virtual Reference Patrons. Reference Librarian, 51(4), 363-366. doi:10.1080/02763877.2010.503315
• Zhuo, F., Love, M., Norwood, S., & Massia, K. (2006). Applying RUSA guidelines in the analysis of chat reference transcripts. College & Undergraduate Libraries, 13(1), 75-88.
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QUESTIONS?
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