1	Can We Chat? Martha Talman, Dixie State College of Utah Utah Library Association Conference St. George, Utah May 2006
2	Something to Talk About Forms of digital reference Benefits of digital reference Methods of digital reference Targeting specific patron groups Consortial arrangements Types of questions Results of digital reference
3	Why should we chat? Are you serious about customer-centered service? Then you need to meet the patrons where they are, not wait for them to come to you. Census 2003: Utah highest in percentage of households owning a computer (74.1%). Utah fifth nationally in computer access: 64%. School-age children are most likely to use home computers to play games or do schoolwork. Adults are most likely to use home computers for e-mail, to search for information about products and services, and to read news, weather and sports information.
4	Desktop or laptop, not Reference Desk Through Pioneer, Utah’s Online Library; individual library purchases; the Mountain West Digital Library; ebooks; and more, we offer fantastic online full-text collections Dozens of studies show that the major source of information is the Internet. Some believe the Internet will soon be the major source of entertainment. People have the same reference needs online as they do in the library – and perhaps even more!
5	Forms of digital reference Email (asynchronous) Chat (synchronous) Instant Messaging Systems Call Center Systems Library-specific Systems Email only Combination Limited hours (targeted or not) Business hours 24 / 7
6	E-Mail Reference There no reason a library shouldn’t offer easy, convenient response to customers’ questions Actually easier and more convenient than telephone questions Expands hours of access and offers communication in a form customers want Almost rude not to offer it!
7	E-Mail Reference Recommended structure “Form” based better than email link Generic email address (help@ourlibrary.ut.gov) Point person triages, answers and/or forwards queries 24 – 48 hour turnaround Think about what to call it (question vs. help and ask vs. submit)
8	Email Reference There are services that can help manage your library’s email questions, but most libraries don’t need one, especially at the beginning Keep track from the start of the types of questions asked Make email link prominent on all library web pages Share the responsibility and / or divide the questions
9	Example: BYU Harold B. Lee Library
10	Example: Santa Monica Public Library
11	Example: Providence Public Library
12	Chat Reference What is chat reference? Real-time communication between two users via computer. Once a chat has been initiated, either user can enter text by typing on the keyboard and the entered text will appear on the other user's monitor. (Webopedia)
13	Chat Reference: Instant Messaging Free and easy to use Requires download by both library and patron which can be problematic for some patrons Limited capabilities no co-browsing or pushing pages no record-keeping Many different IMs, continued expansion of products
14	"Make multiple messaging systems available..." Make multiple messaging systems available to your patrons AOL Instant Messenger (AIM) iChat (Apple) MSN Messenger Yahoo! Messenger Include links to download these programs Provide help information on chatting New / other services, no interoperability
15	How to start Phase in: start small Limit hours Direct patron group Start with monitoring while off-reference desk During certain non-peak hours, might be able to monitor at reference desk
16	Example: UNLV Lied Library
17	Example: Michigan State University
18	Call Center Systems Moderate cost ($20 - $100/month) Web based (hosted) Developed for online shopping Higher functionality Co-browse (push pages) Email transcripts Log transcripts Generate reports
19	Call Center Software LivePerson http://www.liveperson.com/ LiveAssistance http://www.liveassistance.com/ RichLiveHelp http://www.richercomponents.com/ asp-net-components/rich-live-help.html LiveHelper http://www.livehelper.com/ PHP Live http://www.phplivesupport.com eGain LiveWeb http://live.egain.com/wcscgi/cdm.exe?SS_COMMAND=CUST_ UP&CATEGORY=GENERAL
20	Example: WSU Stewart Library
21	Example: University of Nevada – Reno
22	Library-Specific Systems QuestionPoint: 24/7 reference services (OCLC) Individual Consortial Docutek VRLplus (SirsiDynix) Tutor.com (formerly LSSI) (requires software download) Ask A Librarian™, Librarians By Request™, Live Homework Help™ and Bilingual Services
23	QuestionPoint: 24/7 reference services Expensive (but LSTA grants have been used to fund this service in many states) Consortial agreements mean lower cost The larger the consortium (and the more diverse), the lower the cost Full-service, includes email management Individual contract 24 / 7 coverage option http://www.questionpoint.org/
24	Example: U of U Marriott Library
25	U of U Marriott Library
26	U of U Marriott Library
27	Example: Maryland’s AskUsNow!
28	Docutek VRLplus Less expensive Consortial pricing Self-hosting option Full-service, no email management No 24 / 7 coverage http://www.docutek.com/products/vrlplus/index.html
29	Example: IU Bloomington Libraries
30	Example: Franklin Pierce College
31	Tutor.com Products: Ask A Librarian™ Ask A Librarian Express™ Librarians By Request™ Live Homework Help™ Each of the above “En Español” Requires download http://www.tutor.com/
32	Example: ASU Libraries
33	Example: Rapid City Public Library
34	Role of Consortia Join / form consortium of local libraries to share coverage (city / county; public / academic) in any chat platform Create policies and easy-to-access web pages for libraries to use when answering questions Join / form consortium for 24 / 7 coverage and lower rates in QuestionPoint (larger the better; combining public & academic has the most cost benefit) Be part of either the Academic or Public Queues
35	Grants & Funding A group of libraries could apply for a significant LSTA grant to fund a chat program for a region or the entire state Libraries could partner with school districts to apply for LSTA or 21^st CCLC (DOE) grants to fund Tutor.com (Tutor.com even has grant templates) Partner with UEN for legislative funding
36	State of the State(s) Currently, Utah lags far behind other states in implementing digital reference Few public libraries even have email reference; none using chat could be found Some academic libraries have chat reference U of U and DSC have QuestionPoint 24/7 WSU has LiveAssistance during certain hours; UNLV has instant messengers during certain hours UNR has LivePerson during certain hours
37	Suite of Services: Marin County
38	Example: Jacksonville Public Library
39	Jacksonville Public Library
40	Jacksonville Public Library
41	Jacksonville Public Library
42	Suite of Services: University of Alberta
43	University of Alberta
44	Targeted Digital Reference Potential groups: Business users Homework help (for parents?) Spanish-speakers Reader’s advisory Genealogy Circulation / ILL questions ?
45	Chat Hours / Staffing Phase in program TRAIN! Keep training! Be enthusiastic and encouraging. It’s scary at first, but it’s fun and different after just a few hours Select a patron group Limit and / or target hours Share the work Join / form a consortium (get 24/7 coverage for as little human investment as 1 hour / week)
46	Marketing / Promoting Free Use “news” coverage Visit Chamber of Commerce Meet with students and teachers in classrooms In-library promotions Public service announcements ( public TV & radio) Fee Advertising (print (newspaper & magazine, radio, television)
47	Judging Effectiveness Studies have shown chat answers to be more “correct” than face-to-face reference 90% of patrons who use chat reference say they would use it again Don’t count just the numbers of users (cost / use) Include the public relations impact of the outreach Survey user satisfaction and repeat visits Don’t give up
48	Why do digital reference? Support the expensive, extensive online full-text products that are the core of Pioneer, Utah’s Online Library Meet the patrons where they’re at: Desktop not reference desk Digital embrace Being there, wherever there is, retains library’s position as a source of information
49	Reaching Out / Being Accessible We already do telephone reference We don’t hide the reference desk behind a series of passageways and curtains Every library, no matter what size, can implement an email reference program tomorrow! Put the service front and center on your web pages
50	More Information Google: Bernie Sloan LISWiki.com (http://www.liswiki.com/wiki/Main_Page) Ask for ideas, assistance, and consultation from those who are doing it (either similar libraries or nearby libraries) DIG_REF listserv Vendors This presentation will be available at DSC Library web site: http://library.dixie.edu > New @ Your Library
51	April Fool’s Digital Reference Services ASKaholic ASK,anditwillbegiventoyou ASKagain ASKew TooMuchToASK HardASK ASKYouLikeIt ASKNotWantNot
52	Presenter Information Martha Talman Instruction Librarian Val A. Browning Library Dixie State College of Utah St. George UT 84770 435.652.7722 talman@dixie.edu