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You can do anything, but you can’t do everything The end of chat reference at a small undergraduate university Lauren Magnuson, MA / MEd

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Page 1: You can do anything, but you can’t do everything

You can do anything, but you can’t do everything

The end of chat reference at a small undergraduate university

Lauren Magnuson, MA / MEd

Page 2: You can do anything, but you can’t do everything

The University

1778 Students 3 librarians

+200

Faculty

Page 3: You can do anything, but you can’t do everything

A place for learning and creating.

Page 4: You can do anything, but you can’t do everything

Systems & Emerging Technologies

E-Resource Management

User Experience & Web Content

Subject Specialist for• Humanitie

s• Social

Sciences• Education

Page 5: You can do anything, but you can’t do everything

Reference 2011-2012

Chat8%

Email42%In-Person

21%

Phone10%

Texting19%

# of Contacts

T=904

Page 6: You can do anything, but you can’t do everything

Do,Or do not,There is no try.

Page 7: You can do anything, but you can’t do everything

#chatproblems

Hello?!

Page 8: You can do anything, but you can’t do everything

#chatproblems

Page 9: You can do anything, but you can’t do everything

#chatproblems

Page 10: You can do anything, but you can’t do everything

Functional ReliableUsableEnjoyable

Page 11: You can do anything, but you can’t do everything

Digsby

• Embeddable• Free• Glitchy• Meebo-ish

• No history

• Easily missed chats

Zoho Chat

• Embeddable• Free• Ugly• YATTC (Yet

Another Thing to Check)

LibraryH3lp

• Chat only (at the time)

• $$

Page 12: You can do anything, but you can’t do everything

Meanwhile….

Page 13: You can do anything, but you can’t do everything

LibAnswers Knowledgebase• SMS• Twitter • Embeddable question forms• Public Knowledgebase• Analytics• Email notifications

Page 14: You can do anything, but you can’t do everything

Campus-Wide Knowledgebase

Page 15: You can do anything, but you can’t do everything

Analytics

Page 16: You can do anything, but you can’t do everything

Statistics

Page 17: You can do anything, but you can’t do everything

Query Spy

Page 18: You can do anything, but you can’t do everything

Cost (based on FTE)• LibAnswers Basic $759/yr• Analytics Module $299• SMS Add-On $360

$1418/yr

Page 19: You can do anything, but you can’t do everything

ROI• $.16 a view (so far)• Accountability• Visibility

Page 20: You can do anything, but you can’t do everything

If a chat box falls over in a forest…

• Reference transactions increasing• Capitalizing on social media


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