This document summarizes the reference services of a small university library from 2011-2012. It notes that most reference contacts were through email (42%), with phone, in-person, and chat contacts making up the remainder. It discusses challenges with chat software options at the time and how the library ultimately implemented the LibAnswers knowledgebase system, which provided chat, SMS, and other features. The summary provides analytics on costs and return on investment of the new system.

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

2. The University
1778
Students
3 librarians
+
200
Faculty

3. A place for learning and creating.

4. Systems & E-Resource User Subject
Emerging Management Experience & Specialist for
Technologies 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. Functional
Reliable
Usable
Enjoyable

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