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TRIG 2006. Electronic and Live. Online Reference Four Years On. Nicole Phillips eLearning Librarian Holmesglen Institute of TAFE. TRIG 2006. Holmesglen. Student population of over 50,000.

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TRIG 2006

Electronic and Live

Online Reference Four Years On

Nicole PhillipseLearning LibrarianHolmesglen Institute ofTAFE


TRIG 2006

Holmesglen

Student population of over 50,000.

Offers over 600 courses from traditional vocational courses, VCE as well as undergraduate degrees and post-graduate certificates and diplomas.

The Information Commons is a network of four branches incorporating the library and over 300 computers for student use.


TRIG 2006

Software in 2002

Liveperson >software

Software

>company

Software in 2006

>software

>company


TRIG 2006

Cost in 2002 (for full version)

Approximately $5000 AUD.

Cost

Actual cost is $3750 USD.

Cost in 2006 (for ‘downgraded’ version)

Approximately $1598 AUD.

Actual cost is $1188 USD.


TRIG 2006

Buttons and Branding

Original

Branding

Customised 2002

Customised 2006


TRIG 2006

Marketing 2002

Marketing

  • Articles in Institute news

  • Mass emails to staff

  • Demonstrations in information literacy classes

  • Addition of LiveHelp button on website/databases

  • Competitions

  • Flyers

Marketing 2006

  • All of the above +

  • Articles in student newspaper


TRIG 2006

Staffing

  • Initially a centralised service based at the Chadstone campus.

  • Service staffed from Information desk.

  • All reference staff trained to use software.

  • Decentralised the service in June 2003.

  • All branch reference staff trained to use software.

  • All reference staff trained in conducting an online reference interview.

  • We use transcripts to aid in staff training.

  • Since conducting training, the quality of chat sessions has risen dramatically.

Staffing


TRIG 2006

User Interface:

Pre-chat survey


TRIG 2006

User Interface:

in the

chat

room


TRIG 2006

Staff Interface:

in the chat room


TRIG 2006

User Interface:

canned responses

database


TRIG 2006

What are they asking us? EVERYTHING!

do you know where can i find information about family court pre-trial hearnig .Hi, just wanted to know how I can renew my books over the internet.

 could you tell me how to access info on the correct way to write a bibliography on our holmesglen site please thankyou.  i would like to know if i can access the k drive from home.

I have placed a hold on a book by Peter Reed, Strategic Marketing Planning, and I wanted to check if it was ready for me to pick up.Hello, I would like to know whether there is a book called "Death by Chocolate" in the library. closing time at moorabin plz thanx.am trying 2 check my result but it says password is invalidplz help me.

im trying to find newspaper articles from australia from late 1996,1997, is there a database I can search?hello, i was just wondering if you have examples of some business assignments like past assignments.

hello...i want ur help i hav my subject of Food nutrition but may u plz tell me that i should search for subject or title.

Questions


TRIG 2006

Total Chats 2002-2005

Statistics

Total Chats over 4.5 years is 3430


TRIG 2006

Average number of chats per month 2002-2006

Statistics

Average over the 4.5 years is 61.5 chats per month


TRIG 2006

Wait time (in minutes)

Statistics

Average wait time is 0.58 seconds


TRIG 2006

Contact Time (in minutes)

Statistics

Average contact time is 10 minutes, 50 seconds


TRIG 2006

Exit

Survey

How did you find this service?


TRIG 2006

Exit

Survey

Was the information sent to you…


TRIG 2006

Were you using this service from…

Exit

Survey


TRIG 2006

Exit

Survey

Are you…


TRIG 2006

Exit

Survey

Would you like a copy of this chat transcript?


TRIG 2006

Did you find this service easy to use?

Exit

Survey


TRIG 2006

Any suggestions for further improvement?

Exit

Survey


TRIG 2006

The Future?

The Future?

In 2002>

  • Develop service to be 24/7 (or close to).

  • Interested in developing a collaborative service with a W.A. and N.Z. Institute to make the most of time differences.

In 2006>

  • Maintain & improve the current service.

  • Keep watching brief on potential developments.


TRIG 2006

Contact

Contact

Nicole Phillips

eLearning Librarian

Holmesglen Institute of TAFE

(03) 9564 2032

nicolep@holmesglen.vic.edu.au