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Title:

Instant Librarian

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Migrated from AOL Instant Messenger (AIM) to Meebo 3/19/07. Staffing ... Staffers can take questions from both Meebo and AIM. The cybrary machines block AIM access ... – PowerPoint PPT presentation

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Title: Instant Librarian


1
Instant Librarian
  • Jill Hackenberg
  • Coordinator, Instant Librarian
  • March 27 2007

2
Details
  • Started in 2000
  • Open 57 hours / week
  • Open beyond normal reference desk hours
  • Closed during summer
  • Migrated from AOL Instant Messenger (AIM) to
    Meebo 3/19/07

3
(No Transcript)
4
Staffing
  • 25 UB Librarians (all volunteers)
  • 4 library school graduate students
  • 2 Graduate Assistants
  • Librarians work 1 or 2 hrs per week
  • Can work from anywhere (home/work)
  • but NOT from reference desks

5
Patron Questions
  • Average 10-15 minutes
  • long but can be 30-45 mins.
  • Average 0-3 questions per hour
  • Handling two patrons at once is easy
  • Chat abbreviations i.e. brb

6
Chat reference issues
  • Adapt to absence of nonverbal cues, body
    language, and gestures
  • Lack of voice intonation or accents
  • Patrons are completely anonymous
  • Help non-UB patrons also
  • Listserv for staffers

7
Why choose Meebo over AIM?
  • Meebo doesnt require special software
  • Free
  • Easy to learn
  • Patron doesnt need an ID to use it
  • Staffers can take questions from both Meebo and
    AIM
  • The cybrary machines block AIM access

8
(No Transcript)
9
User surveys results
  • 87 UB affiliated
  • 55 aged 18 - 22
  • 34 Graduate Students

10
Your major is ____
  • 33 Social sciences
  • 26 Other
  • 17 Sciences
  • 10 Humanities
  • 5 Undecided

11
Where do you use Instant Librarian?
  • 56 Library
  • 34 Dorm room
  • 13 Home
  • 6 Another campus location
  • 4 Office
  • 4 Other

12
Their help preferences in order
  • 1. Ask a librarian in person
  • 2. Use Instant Librarian chat
  • 3. E-mail the librarian
  • 4. Call the librarian

13
Why use Instant Librarian?
  • 1. I get quicker help this way
  • 2. I live far away from campus
  • 3. I dont have to walk to the library

14
The best thing about Instant Librarian is
_____
  • 1. Helpful advice is given
  • 2. Its fast
  • 3. Its not location-dependent
  • 4. Its convenient easy

15
Questions?
  • "The Nuts, Bolts, and Teaching Opportunities of
    Real-Time Reference", Jill Hackenberg and Laura
    Taddeo, College and Undergraduate Libraries,
    13(3) August 200663-85
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