Hello Everyone,
The Dig_Ref listserv archives will yield a bumper crop of astute reviews and observations on this subject, although the list members seem to be comprised mostly by librarians from the States the experiences should largely translate across the pond.
http://finance.groups.yahoo.com/group/dig_ref/
Taken verbatim from the listserv homepage "The Virtual Reference Desk (http://www.vrd.org) announces the DIG_REF Listserv. DIG_REF is a forum for the growing number of people and organizations answering the questions of users via the Internet. From Ask-an-Expert (AskA) services to libraries, an increasing number of
organizations are creating digital reference services to provide expert information and reference help."
Thank you,
Lisa
-----Original Message-----
From: A general Library and Information Science list for news and discussion. [mailto:[log in to unmask]] On Behalf Of Heather Wells (LIB)
Sent: 19 January 2012 15:50
To: [log in to unmask]
Subject: Instant messaging enquiry services
We are investigating the feasibility of offering an instant messaging enquiry service and to supplement the information already available via the Virtual Enquiry Project, it would be really helpful to know
A Do you operate an instant messaging enquiry service Y/N?
B If yes, what software do you use
a) Meebo
b) Question Point
c) LiveHelp
d) LivePerson
e) Other
C What kind of enquiries do you receive via this route?
a) subject related
b) Library account enquiries
c) General information
d) Other
D What times does this service operate?
E When is this service most used in the academic year and at what times of day?
F How is the service staffed? How many and what kind of staff deal with the queries and has the introduction had any noticeable effect on the staffing available for other services you offer?
As usual, I will summarise results for the list.
Heather Wells
Head of User Services
UEA Library
Tel: x3440
Mobile: +44(0)7939553954
email: [log in to unmask]
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