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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
INTRODUCTION
types of questions asked, and patron satisfaction
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:
UMUC BACKGROUND INFORMATION
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
QUALITY OF SERVICE
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
OUTSOURCED CHAT VS. IM
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
TYPES OF QUESTIONS ASKED -- CATEGORIES
Specific Search Policy and Procedural Directional Ready Reference Research Holdings/Do You Own? How Do I Cite?
TYPES OF QUESTIONS ASKED – CHAT SERVICE
How do I Cite?6%
Directional10%
Ready Ref-erence
6%
Specific Search48%
Research1%
Policy and Procedural
16%
Holdings/Do you Own?
13%
PERCEIVED LEVEL OF HELPFULNESS – CHAT SERVICE
Extre
mel
y Hel
pful
Very
Hel
pful
Helpf
ul
Som
ewha
t Hel
pful
Not H
elpf
ul0
10
20
30
40
50
60
TYPES OF QUESTION ASKED – IM SERVICE
How do I Cite?16%
Directional21%
Specific Search53%
Policy and Procedural
5%
Holdings/Do you Own?5%
PERCEIVED LEVEL OF HELPFULNESS – IM SERVICE
Extre
mel
y Hel
pful
Very
Hel
pful
Helpf
ul
Som
ewha
t Hel
pful
Not H
elpf
ul
0
10
20
30
40
CONCLUSIONS & FURTHER RESEARCH 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?
CONSIDERATIONS FOR IMPLEMENTING AN IM OR OUTSOURCED CHAT SERVICE
Staffing levels Training procedures/Manuals Promotion
QUESTIONS?
Thank you! Joe Rawson –
[email protected] Megan A. Davis –
[email protected] Julie Arnold Lietzau -
[email protected] Clare Miller – [email protected]
