innovative ways patrons can ask a librarian using im, texting, twitter, and voip danielle...
TRANSCRIPT
INNOVATIVE WAYS PATRONS CAN ASK A LIBRARIAN USING IM, TEXTING, TWITTER, AND VOIP
Danielle Theiss-White
Innovative Ways Patrons
Can Ask a Librarian
gisellert1987.wordpress.com
Why IM? Why Text? Why Tweet?
“Libraries that cling to traditional models of operation or elect to maintain the status quo will proceed slowly and laboriously…, relating less and less to their customers, and ultimately losing the support needed to continue operations.” –Darlene Weigand
Because they are popular
The ECAR Study of Undergraduate Students and Information Technology (2009).
Patrons like IM Reference
Patrons Like IM Reference
Findings340 respondents
82% said IM is very good method for getting help
82% said answers were very helpful. 12 % said answers were fairly helpful.
How can your users connect with you?
IM
techtreak.com
Meebo – Patron View
Meebo – Patron View
When someone is logged into the Meebo account:
When no one is logged into the Meebo account:
Meebo – Patron View
Click anywhere on the image
A pop-out chat window will open.
Meebo – Operator View
Accounts being monitored: Chat
window
Status message:
Buddy list:
Widgets
Ask a Librarian Page
Widgets
Catalog Page
Widgets
K-State Online Page
Widgets
K-State Libraries Facebook Page
Widgets
Database Page
Challenges
Libraryh3lp
Texting
Nebraska Library Commission
http://www.textalibrarian.com/mobileref/our-post-to-twitter-button-and-why-its-good-for-you-hint-its-marketing/
VoIP
Future or Present?
Kim Griggs, Laurie M. Bridges, Hannah Gascho Rempel. library/mobile: Tips on Designing and Developing Mobile Web Sites. Code4Lib. Issue 8, 2009-11-23. http://journal.code4lib.org/articles/2055
Staff Training
Reference batting practice
Yearly refreshers on virtual reference tips and the
Reference Interview process in an online environment
Wiki training documentation
Assessing VR Services
Track transaction numbers over time.
IM Transactions by Month and Year, January 2007 through May 2009
Optimizing Staffing
If the information is available, calculate the average number of minutes spent answering IM questions per hour for each hour and day of the week.
Marketing Virtual Reference Services
Resources
http://www.libsuccess.org/index.php?title=Online_Reference
Resources
Resources
http://www.libsuccess.org/index.php?title=Twitter
Resources
http://www.libsuccess.org/index.php?title=VoIP
Resources
http://www.techsmith.com/jing/
Conclusion and Questions?