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Outline – IM @ Gerstein

Outline – IM @ Gerstein. Background: Gerstein IM & other reference services Planning, Implementing & Adapting Results of Pilot stages Conclusions. Gerstein Science Information Centre. Reference Services at Gerstein. ask.gerstein web presence. ask.gerstein web presence.

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Outline – IM @ Gerstein

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  1. Outline – IM @ Gerstein • Background: • Gerstein • IM & other reference services • Planning, Implementing & Adapting • Results of Pilot stages • Conclusions

  2. Gerstein Science Information Centre

  3. Reference Services at Gerstein

  4. ask.gerstein web presence

  5. ask.gerstein web presence

  6. ask.gerstein web presence

  7. Planning (for success) • Form a team • Work towards a date • Brainstorm logistics • Marketing plan • Evaluation planned prior to going live

  8. 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

  9. Marketing • Bookmarks • Signs in library • Banners outside library • Branding

  10. Evaluation of service • Logging through GAIM • Date, 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?

  11. Quiz !! ASL?

  12. Quiz ! TTFN

  13. What happened? • April 11 – went live • 250 questions received • Ranged from _ to _ per week • Pilot over, service continued • Success!

  14. What happened? • Some troubleshooting required • Software • Staffing

  15. Who asked the questions?

  16. Who asked the questions? • Roughly 90% students • Equal number of grads & undergrads • 5% from outside U of T

  17. What did they ask? Typical questions: “What time does the library close?” “I need 3 articles for my assignment”

  18. IM Services used • Almost 90% MSN • No AIM users

  19. Patron feedback • Some funny: • "is this a robot” • “is this the minx with the tightly wound bun?”

  20. 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.

  21. 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”

  22. 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”

  23. Is IM a worthwhile addition? • Definitely: • Patrons use it • Patrons love it! • FREE

  24. Quiz ! HTH

  25. Quiz ! ROTFL

  26. Acknowledgements

  27. Questions?

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