Jill Sodt and I attended this roundtable along with about 25 other people. The popularity of the session meant that we had to abandon our table and plop ourselves in a loose semicircle in a space between two rows of poster display stands. It wasn't comfortable and the acoustics were atrocious, but it was highly informative and inspiring!
We learned that many other universities have had adventures with Virtual Reference that were similar to our own. Many had tried QuestionPoint or LivePerson and had grown frustrated with technical glitches and slow response times. Some other systems that people had tried were Velaro, LiveAssistance, Tutor.com, and Docutek VRL plus. The person using Docutek seemed to find it reasonably useful (if my memory serves). Though a few were still using a robust VR package, many had abandoned them altogether and switched to IM.
Many were using Meebo and a few were using Trillian or Gaim. I was interested to hear about a library that has been successfully using Windows Live Messenger and experimenting with VOIP. Another library has been using MS Office Communicator. Evidently these two Microsoft products require a bit of technical ledgerdemain (and expertise) to convince to allow traffic through proxies and firewalls (note: I may be entirely misremembering that bit).
Among our most interesting discussions were those focusing on how to market IM service and how to staff it. Some had tried marketing IM in facebook with very little success. The best approach I heard was from a library that put a small image of it's IM widget on its library homepage. Evidently, a click of the widget directs people to the ask a librarian page. Folks seemed quite interested when Jill and I explained how K-State Libraries have been embedding widgets in KSOL and on subject pages and on the main database page, etc... They were especially intrigued when Jill stated that Meebo tells us which page a question is coming from. They also liked Jenny's idea to use MOO cards to market the service. The issue of staffing IM service generated some animated discussion. Most insisted that IM should be staffed off the main desk, but some said they had been able to make it work from the main desk by adding additional staff to the desk during peak times.
This was a wonderful roundtable!
Recent Comments