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AskHELIN Virtual Reference Pilot Project
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ITIG Panel Discussion Virtual Reference. College of the Holy Cross. November 4, 2002 ... Sunday Thursday, 3 p.m. 10 p.m. Scheduling. 8 institutions 36 ... – PowerPoint PPT presentation
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Title: AskHELIN Virtual Reference Pilot Project
1
AskHELIN Virtual Reference Pilot Project
- Using the LSSI software
- ITIG Panel Discussion Virtual Reference
- College of the Holy Cross
- November 4, 2002
- Presented by Janice Schuster and Susan McMullen
2
Why Virtual Reference
- Need demonstrated by literature and growing use
of technology - History of collaboration among HELIN reference
librarians - Monthly consortium reference committee mettings
offered an excellent opportunity to work on
project - Formed subcommittee to study
3
Subcommittee Work
- First concern how to proceed
- Problem 8 institutions with different staffing
models, resources and clientele - Surveyed our library staffs at 8 institutions
- Results of survey see handout 1
4
Subcommittee work cont.
- Preliminary Proposal for investigating a HELIN
virtual reference service Oct. 2001 - See handout 2
- Pilot Proposal revised May 2002 based on HELIN
Managers input - See handout 3
5
Software
- Software demos -- LSSI Convey
- Chose LSSI
- A recognized leader in Virtual Reference
- Adapted software to meet library needs
- Offered co-browsing
- Offered customer support and training
- Software resides on their server
- Librarians can log in from anywhere
6
Staffing
- Based on availability
- Not all institutions participate for the same
number of hours, but all participate at the same
level - Meeting to discuss scheduling - very interesting
- We were able to pool everyones hours and devise
a schedule that covered all hours of operation - Sunday Thursday, 3 p.m. 10 p.m.
7
Scheduling
- 8 institutions 36 librarians
- Institutional shifts 1 to 4 hours librarian
shifts usually 1-2 hours - VR administrator at each institution
8
Software Training
- Initial fee to LSSI includes 9000 for software
set-up and training. - Cost covered training for 24 librarians over a 2
day period. - Additional training offered by HELIN VR
administrators
9
Training Topics
- Basic and Interact Toolsets.
- Co-Browsing Escorting
- Materials Sharing
- Transferring Conferencing
- Online Meetings
10
Getting Started Forms
- 2-3 week lead time required before going live.
- Implementation Forms for
- Librarian logins
- Designing web site log-on form for patron
- Default messages wait screens, service closed
- Messages for patron log-off screens call
resolution codes - Where to send secure web transcripts
- Create patron satisfaction survey
11
Using the LSSI Software
- Configuring your browser only works with
Internet Explorer - Librarian logs on and opens up the Session Inbox,
then picks up the AskHELIN Interact queue to
monitor
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Start-up Problems
- Proxy for databases not working
- Librarians being logged out (kicked off)
- Slow connections lost as many patrons as we
helped in the first month - Survey not loaded promptly
- Need for customer support
19
Reports
- Session Summary - can sort by date time
- Detailed transcripts of sessions
- Login Data allows sorting by
- Institution
- Patron name
- Type of Patron (undergrad., faculty, etc.)
- Librarian
- Resolution Code
20
Survey Results (only 17 responses thus far)
- 94 of users reported at least monthly, if not
daily or weekly use of library electronic
resources - 88 either agreed or strongly agreed that Ask
HELIN provided them with the information they
needed - 88 said that the service made them more aware of
information resources provided by the library
21
Survey Results cont.
- 88 did not experiencing technical difficulty
(however reports indicate that in October 1/3
were logged off or lost before they even got to
the survey) - 94 feel that AskHELINs hours of operation met
their needs - 100 of respondents said they would use the
service again
22
Survey Results cont.
- 24 of respondents said they would rather ask
their question by another means email, in
person, phone. - 94 responded that they were occasional or
frequent users of the library.
23
Future
- Still early only one month of survey results, 2
months of data - Need to overcome system glitches and resolve
proxy - Ensuring quality control within the consortium
environment - Need more marketing!
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