User Friendly Chat Reference Jodie Holden Internet/Reference Librarian October 23, 2008.

User Friendly Chat User Friendly Chat ReferenceReference

Jodie HoldenInternet/Reference Librarian

October 23, 2008

ObjectivesObjectivesUse EPL’s experience as a

framework for learning to build a user-friendly chat reference service and experience.

Demonstrate that implementing Chat Reference can be a painless process for all involved and provides opportunity for rewarding customer interaction!

Who are our users?Who are our users?CustomersStaffAdministrator (you?)

PlanningPlanningSoftware/Application selection

◦What is the best product that will meet our priority criteria (free, easy to use, accessible)?

Service Parameters◦How do I set up chat to best meet customer

needs and the operational needs of my division?

Staff Expectations◦What are the expectations for staff for this

service and how do I encourage buy-in?Service Expectations

◦How does Chat Reference service fit in the larger framework of Information Services?

Planning:Planning:Software/Application Software/Application selectionselection

Planning:Planning:Software/Application Software/Application selectionselectionWe chose Meebo because:

◦Web-based interface◦User-friendly widget

Customizable to EPL’s look

◦Easy to use No complicated procedures to get started

or use chat

Planning:Planning:Software/Application Software/Application selectionselectionMeebo widget:

Planning: Planning: Software/Application Software/Application selectionselectionMeebo – staff interface:

Planning:Planning:Service ParametersService ParametersService Guidelines

◦Hours of service◦Access points on website

Meebo limitations◦No encryption◦Hyperlinks don’t work in widget

Planning:Planning:Staff and Service Staff and Service ExpectationsExpectationsStaffing and Operational Needs

◦Who participates in Chat Reference?◦Do we have enough staff?◦Do we incorporate branch staff,

circulation staff, etc? Types of questions do/don’t

answerInformation service Guidelines

TrainingTrainingStaff Training

◦Group training with some one-on-one◦Train new staff one-on-one◦Practise time (before going live)◦Training resources created and made

available◦Email updates and tips

User Training◦None!

Chat Reference at EPL:Chat Reference at EPL:October 2007 – March 2008October 2007 – March 2008Started Oct. 1, 2007 – 0

questions on the first dayHours: Monday – Friday, 3:00 –

6:00pmFrom Oct – Feb 28 – received 87

questions in total

Turning point – give up or expand?

Were we User Friendly?Were we User Friendly?No!Why not?

◦Hours of service◦Access points◦Policies

Chat Reference at EPL:Chat Reference at EPL:March 2008 - todayMarch 2008 - todayExpanded our hours to: Monday –

Friday, 9:00 – 8:30Other improvements:

◦Visibility and access◦Marketing – external and internal

Success! From March 2008 – today we’ve fielded 2675 questions!

Customer feedback:Customer feedback:PositivePositive

Customer feedback:Customer feedback:PositivePositive“I am new to the library but I

have to say great system!”“this is very efficient. I love it”“Now that is what I call service. I

love this chat feature. Thank you so much”

“i love that we can chat online”“this is a cool way to contact epl”

Customer feedback:Customer feedback:OtherOther

Customer Feedback:Customer Feedback:NegativeNegativeCustomers would like us to

answer account questionsFrustration from customers when

they communicate a need for immediate answers

Statistics and PatternsStatistics and PatternsTotal Questions since start: 2762Busiest hour: 5-6 and 6-7Least busy hour: 12-1Busiest day: Tuesday (average

19 ques.)Least busy day: Friday (average

13 ques.)

Statistics and PatternsStatistics and PatternsExample month of chat stats:

Statistics and PatternsStatistics and Patterns

Types of QuestionsTypes of QuestionsReference

◦In-depth Reference - “I am looking for the temperature range of the water coming out of hot water taps in long term care units.”

◦Quick reference◦Homework – “What was father

lacombe's life like?”

Types of QuestionsTypes of QuestionsAccount information

◦Renewals◦PIN requests

Other◦“I was wondering if somebody could

tell me what is the maximum amount of CDs one is allowed to check out? And books, also.”

Types of CustomersTypes of CustomersAll ages (not just teens!)Homework questions range from

probably Grade 7 – University levelLibraries testing the service or

wanting to contact our library about other services (ILL, customer service questions).

Does chat reduce questions from other points of access (telephones, reference desk, AAQ)?

DemoDemoDemo of Meebo on EPL site:

http://www.epl.ca/EPLAskAQuestion.cfm

ChallengesChallengesCommunication online

◦Reference interview◦Immediacy◦Instruction

Customers◦If you build it, will they come?◦What if they come in hordes?◦Dealing with problem customers◦Security/Privacy

ChallengesChallengesStaff

◦Expectations of chat◦Worries about lack of skills and

unfamiliarity with the technologyTechnology Issues

◦Meebo downtime◦Managing an increasingly busy

service with limited tools◦Usability◦Security/Privacy

Chat Reference at EPL:Chat Reference at EPL:Future DirectionsFuture DirectionsExpand to weekendsLook at other software/application

optionsService policies – are they meeting

the needs of our customers?Manage Chat over multiple service

points (EPL branches) Improve visibility and access even

more!Marketing

What is so User Friendly?What is so User Friendly?For Customers:

◦Anonymous◦Easy to use◦Instant access to library staff (usually!)

Staff◦Technology is basic - web-based

interfaceAdministrator (you?)

◦Tech Support Meebo Facebook group:

http://www.facebook.com/group.php?gid=5656366895

◦Organizational support

ConclusionConclusionChat reference can be an easy,

fun, positive experience for our customers, and a great way to increase the access customers have to our libraries!

Thank you!Thank you!Please contact me!

Jodie HoldenInternet/Reference Librarian

Edmonton Public LibraryPhone: (780) 496-7033Email: [email protected]