User Friendly Chat User Friendly Chat ReferenceReference
Jodie HoldenInternet/Reference Librarian
October 23, 2008
ObjectivesObjectivesUse EPL’s experience as a
framework for learning to build a user-friendly chat reference service and experience.
Demonstrate that implementing Chat Reference can be a painless process for all involved and provides opportunity for rewarding customer interaction!
Who are our users?Who are our users?CustomersStaffAdministrator (you?)
PlanningPlanningSoftware/Application selection
◦What is the best product that will meet our priority criteria (free, easy to use, accessible)?
Service Parameters◦How do I set up chat to best meet customer
needs and the operational needs of my division?
Staff Expectations◦What are the expectations for staff for this
service and how do I encourage buy-in?Service Expectations
◦How does Chat Reference service fit in the larger framework of Information Services?
Planning:Planning:Software/Application Software/Application selectionselection
Planning:Planning:Software/Application Software/Application selectionselectionWe chose Meebo because:
◦Web-based interface◦User-friendly widget
Customizable to EPL’s look
◦Easy to use No complicated procedures to get started
or use chat
Planning:Planning:Software/Application Software/Application selectionselectionMeebo widget:
Planning: Planning: Software/Application Software/Application selectionselectionMeebo – staff interface:
Planning:Planning:Service ParametersService ParametersService Guidelines
◦Hours of service◦Access points on website
Meebo limitations◦No encryption◦Hyperlinks don’t work in widget
Planning:Planning:Staff and Service Staff and Service ExpectationsExpectationsStaffing and Operational Needs
◦Who participates in Chat Reference?◦Do we have enough staff?◦Do we incorporate branch staff,
circulation staff, etc? Types of questions do/don’t
answerInformation service Guidelines
TrainingTrainingStaff Training
◦Group training with some one-on-one◦Train new staff one-on-one◦Practise time (before going live)◦Training resources created and made
available◦Email updates and tips
User Training◦None!
Chat Reference at EPL:Chat Reference at EPL:October 2007 – March 2008October 2007 – March 2008Started Oct. 1, 2007 – 0
questions on the first dayHours: Monday – Friday, 3:00 –
6:00pmFrom Oct – Feb 28 – received 87
questions in total
Turning point – give up or expand?
Were we User Friendly?Were we User Friendly?No!Why not?
◦Hours of service◦Access points◦Policies
Chat Reference at EPL:Chat Reference at EPL:March 2008 - todayMarch 2008 - todayExpanded our hours to: Monday –
Friday, 9:00 – 8:30Other improvements:
◦Visibility and access◦Marketing – external and internal
Success! From March 2008 – today we’ve fielded 2675 questions!
Customer feedback:Customer feedback:PositivePositive
Customer feedback:Customer feedback:PositivePositive“I am new to the library but I
have to say great system!”“this is very efficient. I love it”“Now that is what I call service. I
love this chat feature. Thank you so much”
“i love that we can chat online”“this is a cool way to contact epl”
Customer feedback:Customer feedback:OtherOther
Customer Feedback:Customer Feedback:NegativeNegativeCustomers would like us to
answer account questionsFrustration from customers when
they communicate a need for immediate answers
Statistics and PatternsStatistics and PatternsTotal Questions since start: 2762Busiest hour: 5-6 and 6-7Least busy hour: 12-1Busiest day: Tuesday (average
19 ques.)Least busy day: Friday (average
13 ques.)
Statistics and PatternsStatistics and PatternsExample month of chat stats:
Statistics and PatternsStatistics and Patterns
Types of QuestionsTypes of QuestionsReference
◦In-depth Reference - “I am looking for the temperature range of the water coming out of hot water taps in long term care units.”
◦Quick reference◦Homework – “What was father
lacombe's life like?”
Types of QuestionsTypes of QuestionsAccount information
◦Renewals◦PIN requests
Other◦“I was wondering if somebody could
tell me what is the maximum amount of CDs one is allowed to check out? And books, also.”
Types of CustomersTypes of CustomersAll ages (not just teens!)Homework questions range from
probably Grade 7 – University levelLibraries testing the service or
wanting to contact our library about other services (ILL, customer service questions).
Does chat reduce questions from other points of access (telephones, reference desk, AAQ)?
DemoDemoDemo of Meebo on EPL site:
http://www.epl.ca/EPLAskAQuestion.cfm
ChallengesChallengesCommunication online
◦Reference interview◦Immediacy◦Instruction
Customers◦If you build it, will they come?◦What if they come in hordes?◦Dealing with problem customers◦Security/Privacy
ChallengesChallengesStaff
◦Expectations of chat◦Worries about lack of skills and
unfamiliarity with the technologyTechnology Issues
◦Meebo downtime◦Managing an increasingly busy
service with limited tools◦Usability◦Security/Privacy
Chat Reference at EPL:Chat Reference at EPL:Future DirectionsFuture DirectionsExpand to weekendsLook at other software/application
optionsService policies – are they meeting
the needs of our customers?Manage Chat over multiple service
points (EPL branches) Improve visibility and access even
more!Marketing
What is so User Friendly?What is so User Friendly?For Customers:
◦Anonymous◦Easy to use◦Instant access to library staff (usually!)
Staff◦Technology is basic - web-based
interfaceAdministrator (you?)
◦Tech Support Meebo Facebook group:
http://www.facebook.com/group.php?gid=5656366895
◦Organizational support
ConclusionConclusionChat reference can be an easy,
fun, positive experience for our customers, and a great way to increase the access customers have to our libraries!
Thank you!Thank you!Please contact me!
Jodie HoldenInternet/Reference Librarian
Edmonton Public LibraryPhone: (780) 496-7033Email: [email protected]