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Virtual Reference at a Global University: An Analysis of Patron and Question Type

Joe Rawson, Julie Arnold, Megan A. Davis and Clare Miller. Virtual Reference at a Global University: An Analysis of Patron and Question Type. types of questions asked, and patron satisfaction. Introduction.

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Virtual Reference at a Global University: An Analysis of Patron and Question Type

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  1. Joe Rawson, Julie Arnold, Megan A. Davis and Clare Miller Virtual Reference at a Global University: An Analysis of Patron and Question Type

  2. types of questions asked, and patron satisfaction Introduction This study has looked at the similarities and differences between a locally staffed Instant Messaging (IM) reference service and an out sourced Chat reference service, including:

  3. The FY 2011 unduplicated worldwide head count is 92,211 FTE (Full time Equivalent ) 31,940 students 23, 922 undergraduate and 8,007 graduate students Over 100 undergraduate and graduate degree  and certificate programs fully online. On-site classes in more than 25 countries and territories 55,000 active-duty military service members, reservists, veterans, and their family members are students 71% of students are employed fulltime, 47% are parents 79% of students taking at least 1 online course Source: UMUC Fact Book FY2011 http://www.umuc.edu/visitors/about/ipra/upload/UMUCFY11FactBook.pdf UMUC background Information

  4. Since August 2003, partially outsourced chat/e-mail reference service Since August 2010, library staffed IM service Approval ratings from students for reference responses above 90% Survey results indicate satisfaction with 24/7 library services Biggest complaints are related to technical difficulties Quality of outsourced services continuously monitored by library staff Quality of service

  5. Outsourced Chat IM (Instant Messaging) • August 2003 • Students must sign-in • Automatic Survey • Monitored for quality control by UMUC librarian • August 2010 • No student sign-in • Librarian must include link to survey OutsourceD Chat Vs. IM

  6. Specific Search Policy and Procedural Directional Ready Reference Research Holdings/Do You Own? How Do I Cite? Types of Questions asked -- categories

  7. Types of Questions asked – ChAT Service

  8. Perceived Level OF Helpfulness – Chat Service

  9. Types of Question Asked – IM service

  10. Perceived Level OF Helpfulness – IM Service

  11. Current staffing levels are sufficient to support Chat and IM Staff need to be knowledgeable about policies and procedures Knowledge base (RefManual& Outsourced Manual) A dedicated staff member to ensure outsourced chat quality Promote awareness of survey through various channels Who is asking what? Conclusions & FURTHER RESEARCH

  12. Staffing levels Training procedures/Manuals Promotion CONSIDERATIONS For IMPLEMENTing AN IM OR OUTSOURCED CHAT SERVICE

  13. Thank you! Joe Rawson – Joseph.Rawson@umuc.edu Megan A. Davis – Megan.Davis@umuc.edu Julie Arnold Lietzau - Julie.Lietzau@umuc.edu Clare Miller – Clare.Miller@umuc.edu Questions?

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