Meeting information needs through instant messaging
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meeting information needs through instant messaging. an LCoNZ initiative. project process software options toolkit demonstration future. Project process. LCoNZ libraries Otago University Victoria University of Wellington Waikato University Auckland University of Technology.

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Project process
Project process

LCoNZ libraries

  • Otago University

  • Victoria University of Wellington

  • Waikato University

  • Auckland University of Technology


Software options
software options

  • what can we have?

    • proprietary software

    • instant messaging

  • what do we want?

    • ease of use for our customers

    • ability to collaborate across team / library branches / LCoNZ libraries

    • ease of use for library staff

    • few technical requirements/limitations


Proprietary software concept
proprietary software concept

  • service connects to a web browser based application allowing multiple staff members to monitor a "waiting room" for incoming user queries. Customers place their queries through a web form, and are ushered into a chat session with a library staff member.

  • a "library-centric" system:

    • two different sides to the reference environment

    • 'front end' for clients and a 'behind the scenes' interface for library team


Proprietary software
proprietary software

  • eLibrarian(Digi-Net)

  • Live Assistance (Live Helper)

  • OnDemand Basic / Enhanced (Convey Systems)

  • QuestionPoint- 24/7 Reference (OCLC)

  • Timpani SB Chat / Timpani SB Contact Center (Live Person)

  • VRL+ (Docutek - Sirsi)

  • Virtual Reference ToolKit (Tutor.com) (now Ask A Librarian?)

  • ConferenceRoom (WebMaster)

  • Chatspace



Instant messaging concept
instant messaging concept

  • library staff connect to a range of different instant messaging (IM) services with a library account, using an aggregator application

  • customers add the library account to their contact list on their own IM service (Windows Live, Yahoo chat, Google Talk, etc.) - the library appears as one of their “friends”

  • meebo, Trillian, Psi and individual clients



Project recommendations
project recommendations

  • that LCoNZ libraries implement a Virtual Reference service using instant messaging software

  • the service be adopted without a trial

  • the service be established locally, initially, using a custom package designed by an implementation team


Im toolkit
im toolkit

  • Pidgin aggregator

  • individual im accounts for staff

  • meebo widget

  • toolkit on wiki

    • links to software with download and installation instructions


Future developments
future developments

  • faq development

  • wiki / blog

  • ideas?


Thank you

For more information

Contact

[email protected]

[email protected]


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