integration of reference services into an online environment one year on. integration of reference...
TRANSCRIPT
Integration of Reference Services
into an Online EnvironmentOne year on.
Integration of Reference Services
into an Online EnvironmentOne year on.
Nicole PhillipsE-learning Librarian
Chadstone Information Commons
Nicole PhillipsE-learning Librarian
Chadstone Information Commons
Software Considerations
Software Considerations
The following software was considered for the trial:
LSSI LivePerson Human Click
The following software was considered for the trial:
LSSI LivePerson Human Click
The decision was made to trial LivePerson The decision was made to trial LivePerson software for six months (Jan 2002-June 2002)software for six months (Jan 2002-June 2002)
Cost - Approx. $7000 AUD depending on Cost - Approx. $7000 AUD depending on exchange rate for annual subscriptionexchange rate for annual subscription(actual cost is $3750 USD per year)(actual cost is $3750 USD per year)
The subscription was renewed for a further The subscription was renewed for a further six months (June 2002-December 2002)six months (June 2002-December 2002)
Subscription renewed for the full year of Subscription renewed for the full year of 20032003
LivePerson InterfaceLivePerson InterfaceStaff view
LivePerson InterfaceLivePerson InterfaceStudent view
LivePerson ButtonsLivePerson Buttons
Original Button
Customised Button
MarketingMarketing
“Who am I?” Institute wide competition
Mass emails to staff
Articles in Institute news
Demonstrations in information literacy classes
Addition of LiveHelp button to our website pages & databases
StatisticsStatisticsTotal Number of ChatsTotal Number of ChatsJanuary 2002 – July 2003January 2002 – July 2003
050
100150200250
2002
2003
StatisticsStatistics
Average contact timeAverage contact timeJan 2002 – July 2003Jan 2002 – July 2003(in minutes)(in minutes)
05
10152025
Jan
Feb
Mar
ch April
May
June Ju
ly
Augu
stSe
ptem
ber
Octo
ber
Nove
mbe
r
Dece
mbe
r
2002
2003
Statistics
Average wait timeAverage wait timeJan 2002 – July 2003Jan 2002 – July 2003(in minutes)(in minutes)
00.5
11.5
22.5
Jan
Feb
Mar
ch
April
May
June Ju
ly
Augu
st
Sept
embe
r
Oct
ober
Nov
embe
r
Dec
embe
r
2002
2003
Exit Survey DataExit Survey Data
Did you find this service?Did you find this service?ExcellentExcellent 63%63%Good Good 31%31%FairFair 2.4%2.4%PoorPoor 3.2%3.2%
Exit Survey DataExit Survey Data
Was the information sent to you?Was the information sent to you?Highly relevantHighly relevant 63%63%RelevantRelevant 34%34%Not relevantNot relevant 3%3%
Exit Survey DataExit Survey Data
100%
0%
0%
Would you use this service again?Would you use this service again?Yes Yes 100%100%NoNo 0%0%
Exit Survey DataExit Survey Data
Were you using this service from:Were you using this service from:HomeHome 52%52%WorkWork 7%7%Holmesglen CampusHolmesglen Campus 27%27%Information CommonsInformation Commons 14%14%OtherOther 0%0%
Exit Survey Data
100%
0%
0%
Did you find this service easy to use?Did you find this service easy to use?Yes Yes 100%100%No No 0%0%
Exit Survey Data
29%
71%
Would you like us to email you a transcript of Would you like us to email you a transcript of this chat? this chat? Yes Yes 29%29%NoNo 71%71%
60%20%
18%2%
Exit Survey DataAre you a ?
Student 60%
Teacher 18%
Admin. staff 20%
Other 2%
What are they asking?“i need ti identify the causes and consequences of offending
behaviour in juveniles...will u be able 2assist me with any books, websites or journals which i could use” “Have u got terminator on DVD?” “hello how are ya? I was just wondering if u know any good statistic sites?” “Can I obtain an Age article dated Nov 24 1996 (Sun Age)?” “Hello, I am in the Standards online database and I wish to view a document but it wont come up” “How can I find the information about boomerang?” “Hello, my teacher ask me to set up a intranet email. could you tell me how to set up a holmesglen email address” “hi I have this book that was due today its called Commercial cookery can I renew it now or do i have to come in” “i need 2know who migrated in the 40s and 50s and why did they migrate? also...how Australia has benefited from migration” “Hi, just wanted to know how I can renew my books over the internet” “I am looking for my past records at moorabbin tafe” “When does school holiday start in November?”
EVERYTHING!
