Learning Exchange May 15 - How to quickly and effectively implement a new email and chat service

Leeds Beckett University

Sarah Cohen and Andrew Key

How to quickly and

effectively implement a

new email/chat service

What’s it all about?

Background/history

Why/how we chose LibAnswers

How we implemented LibAnswers

LibAnswers use & growth

What we’ve struggled with

Benefits we’ve seen so far

Future possibilities

Lessons learnt

Questions

A short history of remote enquiry management at

Leeds Metropolitan/Beckett University Library

2001-The present

Why?! How?!Compatibility

Capability

Money!!

How we implemented LibAnswers (Chat

and Email)

October 2014-Started using LibAnswers to answer chats

An Example of a Recent Questionpoint Chat

Patron:23:14:46 2015/05/10 (GMT +0100)

Chat Transcript: Hello, I need urgent help!

Librarian:

23:17:00 2015/05/10 (GMT

+0100)

Librarian ‘a.librarian’ (24/7 Librarian)' has joined the session.

Librarian:

23:17:05 2015/05/10 (GMT

+0100)

Hello!

Librarian:

23:17:21 2015/05/10 (GMT

+0100)

I'm a librarian from Kansas helping to answer questions for your library. Is there an emergency?

Librarian:

23:17:52 2015/05/10 (GMT

+0100)

If there is an emergency, please call 911 immediately.

Librarian:

23:18:07 2015/05/10 (GMT

+0100)

If you simply have a reference question, please continue here.

Patron:23:18:36 2015/05/10 (GMT +0100)

Hi, I made a powerpoint presentation today and saved it on my computer in the library.. I also put it in my

pen drive.. but it saved as a word document

Patron:23:19:10 2015/05/10 (GMT +0100)

can you please login to the library computer and check if it is still there

Librarian:

23:20:20 2015/05/10 (GMT

+0100)

I'm very sorry, I'm unable to do that for you. I'm a librarian from Kansas assisting your librarians and do

not have access. I do have a phone # you could call for more help though.

Librarian:

23:20:36 2015/05/10 (GMT

+0100)

Phone: The main phone number for Leeds Beckett University Libraries is 0113 812 1000. Students can

call this for all enquiries 24-hours a day, 7-days a week.

How we implemented LibAnswers (Chat

and Email) pt2

November 2014- Started using LibAnswers to answer emails

LibAnswers use & growth-Chat

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Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15

No. of chats per month

Libchat

http://libguides.leedsbeckett.ac.uk/contact_us

http://libguides.leedsbeckett.ac.uk/contact_us

Many amazing instant stats from

Libanswers Software!

Software Helps Speed Up Turnaround Time

The bad news…….

The good news…….

Into the future…..

Lessons Learnt

Thank you for listening! Any

questions?

Sarah Cohen s.c.cohen@leedsbeckett.ac.uk

Andrew Key a.key@leedsbeckett.ac.uk

Anna Hepworth a.hepworth@leedsbeckett.ac.uk

@beckettlibrary leedsbeckettlibrary

libguides.leedsbeckett.ac.uk