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"Apples and Oranges: A Comparison of Proprietary Chat Reference Versus Free Instant Messenger Services"

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I presented this at Reference Renaissance 2008 with colleagues Lorrie Evans and Nina McHale. Wanna know the verdict? Watch the presentation. :) And feel free to contact me with questions.

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KAREN SOBEL, LORRIE EVANS & NINA MCHALE AURARIA LIBRARY DENVER, COLORADO Apples and Oranges: A Comparison of Proprietary Chat Reference Software Versus Free Instant Messaging Services
Proprietary Chat vs. IM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What We’ll Cover ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Two User Populations ,[object Object],[object Object],[object Object]
Students at Auraria ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Faculty and Staff Concerns ,[object Object],[object Object],[object Object],[object Object],[object Object]
Staffing Questions ,[object Object],[object Object],[object Object],[object Object]
AskColorado at Auraria Library ,[object Object],[object Object],[object Object],[object Object]
Auraria Library Participation in AskColorado
AskColorado Use Statistics 2005/2006 2006/2007 2007/2008 Number of questions answered for Auraria Campus students 297 341 486
History of IM Chat at Auraria Library ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Interface Comparison AskColorado AskAuraria! Great functionality and high level of detail User view is very simple; slightly more cluttered for the librarian, but still a simple box Screen sharing (co-browsing) is possible URLs can be pasted and shared
Access/Integration into Library Web Space AskColorado AskAuraria! Access point is down one or more levels from the Library home page Access point is a box on the home page Students must fill out a form prior to asking a question No information to fill out; user is anonymous 24/7 access thanks to consortial staffing agreement Access available only during times we can staff the service; currently, no set hours
Policies and Behavior AskColorado AskAuraria! Separate queue for academic users Anyone can post a question Acceptable behavior and policies are posted No posted policies; any behavioral issues must be addressed at the time of a transgression
Psychological Aspects AskColorado AskAuraria! The demographic information and the navigation required to reach the chat box may inhibit spontaneous questions Simple screen and high visibility appeals to spontaneous questions Demographic information can be a help to the librarian in answering the questions Some students will quickly write in a chat box that’s in front of them, but not want to click through a page and fill out a form
Display: AskColorado Login Screen
AskColorado Chat Interface
AskAuraria! Patron View: Chat On
AskAuraria! Patron View: Chat Off
AskAuraria! Librarian View: Pidgin Client
Implementation: AskColorado ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Implementation Process: AskAuraria! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Technical Support AskColorado AskAuraria! Excellent tech support and training (in person, webinars, etc.) through the Colorado State Library Excellent support through the libraryh3lp Google Group; some tech support required in-house to set up and maintain service Established best practices for providing and branding service (magnets, posters, etc.) libraryh3lp still in b3ta, but very promising; any branding is done in-house
The Benefits of Both ,[object Object],[object Object],[object Object],[object Object]
Questions? AskAuraria! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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"Apples and Oranges: A Comparison of Proprietary Chat Reference Versus Free Instant Messenger Services"

  • 1. KAREN SOBEL, LORRIE EVANS & NINA MCHALE AURARIA LIBRARY DENVER, COLORADO Apples and Oranges: A Comparison of Proprietary Chat Reference Software Versus Free Instant Messaging Services
  • 2.
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  • 10. AskColorado Use Statistics 2005/2006 2006/2007 2007/2008 Number of questions answered for Auraria Campus students 297 341 486
  • 11.
  • 12. Interface Comparison AskColorado AskAuraria! Great functionality and high level of detail User view is very simple; slightly more cluttered for the librarian, but still a simple box Screen sharing (co-browsing) is possible URLs can be pasted and shared
  • 13. Access/Integration into Library Web Space AskColorado AskAuraria! Access point is down one or more levels from the Library home page Access point is a box on the home page Students must fill out a form prior to asking a question No information to fill out; user is anonymous 24/7 access thanks to consortial staffing agreement Access available only during times we can staff the service; currently, no set hours
  • 14. Policies and Behavior AskColorado AskAuraria! Separate queue for academic users Anyone can post a question Acceptable behavior and policies are posted No posted policies; any behavioral issues must be addressed at the time of a transgression
  • 15. Psychological Aspects AskColorado AskAuraria! The demographic information and the navigation required to reach the chat box may inhibit spontaneous questions Simple screen and high visibility appeals to spontaneous questions Demographic information can be a help to the librarian in answering the questions Some students will quickly write in a chat box that’s in front of them, but not want to click through a page and fill out a form
  • 21.
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  • 23. Technical Support AskColorado AskAuraria! Excellent tech support and training (in person, webinars, etc.) through the Colorado State Library Excellent support through the libraryh3lp Google Group; some tech support required in-house to set up and maintain service Established best practices for providing and branding service (magnets, posters, etc.) libraryh3lp still in b3ta, but very promising; any branding is done in-house
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  • 25.