Download - Poster Guichet du Savoir
Which audience for the virtual reference services ?
The example of the Guichet du Savoir of Lyon's Public Library
In 2004, the launch with two main goals : • Focusing on contents• Responding to absent users
Essential principles :
• Free and open to everyone• Answers provided within 72 hours• Professional librarians answer :
a team of 3 people
thematic departments network (80 librarians)
About questions …
• All questions are allowed, legitimate• Questions about everything…
… but we’re not doctors or lawyers.
… and answers
• Accurate answers to precise questions not only bibliographical sources
• Reliable sources
• Everything is published and referenced by search engines
• Originality of the tone
Figures since 2004 :
• More than 32 000 registred users
• More than 50 000 questions asked and more than 97 000 answers published
• 1, 5 million pages read by year
• 90% people satisfied
In 2009 : a drop in the number of questions asked
Number of questions asked per year
0
1000
2000
3000
4000
5000
6000
7000
8000
2004 2005 2006 2007 2008 2009 2010 2011 2012 2013
In 2011 : a new website
• A new software (open source) and a new interface :
Accessible to disabled people
Easier inscription
• New services : tabs with unusual questions, top ten, news…
• Social networking : Twitter and Facebook
• Mobile application : « Le saviez-vous ? » in 2013
Which audience for the Guichet du Savoir ?
A survey in march 2014 :
47% 53%Women
Men
By sex :
By age :
14%
31%
19%2%
34%0-17
18-29
30 - 39
40 - 59
60 +
By activity
10%
48%
5%
29%
7% 1%
student
working population
unemployed
retired
without activity
no reply
By geographical origin :
9%20%
18%53%
Lyon
Rhône-Alpes
Other regions(France)Other countries
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2005 2006 2011 2014
60 ans et plus
50 - 59 ans
40 - 49 ans
30 - 39 ans
25 - 29 ans
18-24 ans
15-17 ans
0-14 ans
Age evolution : an aging audience
Our next challenge :
to reach out to young people
The solution : social network ?Example : on Facebook half of our fans are less
than 35 years old
Age des Fans
8%
11%
24% 32%
6%
2%
17% 13-17
18-24
25-34
35-44
45-54
55-64
65+