Download - 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 [email protected]
Andrew Key [email protected]
Anna Hepworth [email protected]
@beckettlibrary leedsbeckettlibrary
libguides.leedsbeckett.ac.uk
