Outline – IM @ Gerstein
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Transcript of Outline – IM @ Gerstein
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Outline – IM @ Gerstein
Background: Gerstein IM & other reference services
Planning, Implementing & AdaptingResults of Pilot stagesConclusions
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Gerstein Science Information Centre
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Reference Services at Gerstein
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ask.gerstein web presence
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ask.gerstein web presence
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ask.gerstein web presence
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Planning (for success)
Form a team Work towards a date Brainstorm logistics Marketing plan Evaluation planned
prior to going live
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Logistics (initially)
IM aggregator GAIM connects to: MSN, Yahoo, Google, AIM
IM hours same as info desk Weekly rotation Away messages used when necessary
“I will be away from my desk until 12:00. In the meantime e-mail us at ___ or phone us at ___”
“Back in 5!”
One-on-one training with manual
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Marketing
BookmarksSigns in libraryBanners outside libraryBranding
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Evaluation of service
Logging through GAIMDate, duration, content
Evaluation questions asked:Are you a U of T student/staff/faculty/other?Where are you IMing us from?What do you think of the service?
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Quiz !!
ASL?
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Quiz !
TTFN
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What happened?
April 11 – went live250 questions receivedRanged from _ to _ per weekPilot over, service continued
Success!
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What happened?
Some troubleshooting requiredSoftwareStaffing
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Who asked the questions?
alumni1%
non U of T5%
staff1%
U of T 4%
unknown type27%
undergrad33%
grad29%
Student89%
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Who asked the questions?
Roughly 90% studentsEqual number of grads & undergrads 5% from outside U of T
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What did they ask?
joke3%
technical6%
reference25%
directional44%
catalogue22%
Typical questions:
“What time does the library close?”
“I need 3 articles for my assignment”
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IM Services used
Almost 90% MSNNo AIM users
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Patron feedback
Some funny:"is this a robot”“is this the minx with the tightly
wound bun?”
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Patron feedback
Some very useful:"the service the wonderful - i find it
efficient to ask on msn for info if i cannot find something and then drop by the library to pick it up”
I think that it is great, very convenient and quick. You told me exactly where to go and what to do so that I would be able to find the information that I need.
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Patron feedback
Some made us blush:“I BRAG to my friends…that ‘I'm
talking to a librarian’ or ‘I chatted up the librarian today’ … lol, it drives them nuts”
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Patron feedback
More blushing: “The service is awesomeness wrapped up
in electronic form. I'm so so so pleased that the university decided to be technologically advanced and realized that sometimes students are too busy to trudge all the way down to the library to get questions answered from reliable sources”
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Is IM a worthwhile addition?
Definitely:Patrons use itPatrons love it!FREE
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Quiz !
HTH
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Quiz !
ROTFL
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Acknowledgements
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Questions?