live chat in de boekentoren (paul bastijns)
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Live chat in de boekentoren
Ken je klant! Studiedag over gebruikersonderzoek en communicatie
27 mei 2014
“Digital reference (or virtual reference) is a service by which a library reference service is conducted online, and the
reference transaction is a computer-mediated communication. It is the remote, computer-mediated delivery of reference information provided by library professionals to users who cannot access or do not want face-to-face communication.”
(Wikipedia: http://en.wikipedia.org/wiki/Virtual_reference)
Virtual Reference Services (VRS)
Asynchroon
• Email• Web formulieren• SMS• …
Synchroon
• Chat of instant messaging (IM)• Skype• …
Figure 1 Type of VRS for 100 academic library web sites.
A Survey and Empirical Study of Virtual Reference Service in Academic LibrariesXiangming Mu , Alexandra Dimitroff , Jeanette Jordan , Natalie BurclaffThe Journal of Academic Librarianship, Volume 37, Issue 2, 2011, 120 - 129
Services for Academic Libraries in the New EraD-Lib Magazine vol 17, nr. 7/8 2011http://www.dlib.org/dlib/july11/gerolimos/07gerolimos.html
Bron: Library Success: A Best Practices Wiki. http://www.libsuccess.org/index.php?title=Libraries_Using_IM_Reference
A Usability Evaluation of Academic Virtual Reference Service. Chow, Anthony S. & Croxton, Rebecca A. College & Research Libraries. May 2014
bruikleenbalie
infobalie
Chat reference: opties
Commerciële applicaties (CRM)
• Questionpoint• Tutor• …
Instant messaging (IM)
• MSN Messenger• Yahoo chat• Google Talk• …
Multiprotocol IM & Chat widget
• MeeboMe• Libraryh3lp• …
Libraryh3lp.com
• Geïntegreerd chat/IM/SMS platform• Gebaseerd op open standaarden als XMPP (Jabber)• Geen installaties nodig • Meer dan één operator voor dezelfde queue• Chats transfereren naar collega’s• Chat transcripts worden bewaard• Statistieken en rapport module
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