You can do anything, but you cant do everything

Download You can do anything, but you cant do everything

Post on 11-Nov-2014

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  • 1. You can doanything, butyou cant doeverything The end of chat reference at a small undergraduate university Lauren Magnuson, MA / MEd
  • 2. The University 1778Students 3 librarians + 200Faculty
  • 3. A place for learning and creating.
  • 4. Systems & E-Resource User SubjectEmerging Management Experience & Specialist forTechnologies Web Content Humanities Social Sciences Education
  • 5. Reference 2011-2012 # of Contacts Chat Texting 8% 19% Phone 10% Email In-Person 42% 21% T=904
  • 6. Do,Or do not,There is no try.
  • 7. #chatproblems Hello?!
  • 8. #chatproblems
  • 9. #chatproblems
  • 10. FunctionalReliableUsableEnjoyable
  • 11. Digsby Zoho Chat LibraryH3lp Chat only (at the time) $$ Embeddable Embeddable Free Free Glitchy Ugly Meebo-ish YATTC (Yet No Another history Thing to Easily Check) missed chats
  • 12. Meanwhile.
  • 13. LibAnswers Knowledgebase SMS Twitter Embeddable question forms Public Knowledgebase Analytics Email notifications
  • 14. Campus-Wide Knowledgebase
  • 15. Analytics
  • 16. Statistics
  • 17. Query Spy
  • 18. Cost (based on FTE) LibAnswers Basic $759/yr Analytics Module $299 SMS Add-On $360 $1418/yr
  • 19. ROI $.16 a view (so far) Accountability Visibility
  • 20. If a chat box falls over in a forest Reference transactions increasing Capitalizing on social media