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You can do anything, but you can’t do everything
The end of chat reference at a small undergraduate university
Lauren Magnuson, MA / MEd
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The University
1778 Students 3 librarians
+200
Faculty
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A place for learning and creating.
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Systems & Emerging Technologies
E-Resource Management
User Experience & Web Content
Subject Specialist for• Humanitie
s• Social
Sciences• Education
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Reference 2011-2012
Chat8%
Email42%In-Person
21%
Phone10%
Texting19%
# of Contacts
T=904
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Do,Or do not,There is no try.
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#chatproblems
Hello?!
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#chatproblems
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#chatproblems
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Functional ReliableUsableEnjoyable
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Digsby
• Embeddable• Free• Glitchy• Meebo-ish
• No history
• Easily missed chats
Zoho Chat
• Embeddable• Free• Ugly• YATTC (Yet
Another Thing to Check)
LibraryH3lp
• Chat only (at the time)
• $$
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Meanwhile….
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LibAnswers Knowledgebase• SMS• Twitter • Embeddable question forms• Public Knowledgebase• Analytics• Email notifications
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Campus-Wide Knowledgebase
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Analytics
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Statistics
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Query Spy
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Cost (based on FTE)• LibAnswers Basic $759/yr• Analytics Module $299• SMS Add-On $360
$1418/yr
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ROI• $.16 a view (so far)• Accountability• Visibility
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If a chat box falls over in a forest…
• Reference transactions increasing• Capitalizing on social media