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Assessing Chat Reference
Presentation to Staff at Columbia University LibrariesNovember 15, 2007
Stephen FrancoeurBaruch College
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• Baruch’s Service
• Surveys
• Reading Transcripts
• Cooperative Service
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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
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Surveys
• Pop up window
• Data from March 25, 2006, to November 14, 2007
• 341 surveys received
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Were you satisfied with the answer you received to your reference question?
12.0%15.5%
0.3%
72.1%
Satisfied Not Satisfied SomewhatSatisfied
Not Submitted
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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
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Is this the first time you have used this service?
55.7%
44.3%
Yes No
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Will you use the service again?
81.8%
15.2%
2.3% 0.6%
Very likely Maybe Never Not Submitted
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The ease of using this online reference is?
66.9%
29.9%
1.5% 1.8% 0.0%
Very Easy Easy Difficult Very Difficult Not Submitted
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Reading Transcripts
• Quality control
• Training issues
• Early warning system
• Web site issues
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Assessing the Cooperative
• Uniformity of service
• Load balancing
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Uniformity of Service
• Quality control feedback
• Webinars, user group meetings, etc.
• Cooperative Advisory Board
• QuestionPoint bloghttp://questionpoint.blogs.com/
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Load Balancing
• Net users in the cooperative
• Routing of questions
• Simultaneous chat sessions
• Rationalizing the schedule
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Links
Slides
http://www.slideshare.net/stephenfrancoeur
Digital Reference
http://www.teachinglibrarian.org/weblog/blogger.html
Virtual Reference SIG
http://vrsig.pbwiki.com/