A multiple-case study investigation of the discontinuation of nine chat reference services

Using the multiple-case study method, this research investigates reasons why nine virtual reference (chat) services have been discontinued. The investigation of these five academic, one public, and three consortial chat services was conducted through structured e-mail and telephone interviews with the library decision makers and analysis of available reports and documents. The major reason for discontinuation was funding problems, followed by low volume (including low volume by target audience). Other reasons were staffing problems, technical problems, and institutional culture issues. Staffing issues included the need for comfortable staffing patterns, maintenance of sufficient volume to maintain proficiency, and cultivation of positive attitudes. Technical problems centered on software malfunctions and connectivity difficulties. Within two of the consortia, different patterns of funding, staffing, and mission posed difficulties for blended cultures that caused the consortia to break up. Despite all these issues, the possibility of restarting chat services, perhaps in consortia or with simpler chat software, exists for all services, with two services desiring to restart when funds and reorganization permit.     

Chat reference service in medical libraries: part 1--An introduction

Chat reference services offer the opportunity to provide immediate access to quality information to meet the medical information needs of students, faculty, staff, physicians, nurses, and allied health care professionals. Part 1 of this two-part article on chat reference service in medical libraries is an introduction to the management of chat reference services and to features available for chat reference. The management of chat reference services raises issues of planning, staffing, selecting, and marketing. Planning issues focus on the identification of the users, the users' medical information needs, and the users' information-seeking behavior. Staffing issues relate to the selection of chat hours, the location of the chat service, and participation in collaborative agreements. Selecting chat software weighs the sophistication of the chat features against the related cost. Marketing uses techniques similar to traditional reference services and often begins slowly as chat expertise develops. Part 2 of the article discusses trends in chat reference services in medical libraries.     

Connecting with AIM

Abstract

Launching virtual chat reference services at Boatwright Library at the University of Richmond has been an interesting challenge of “trial and error” over the years. After trying several different software programs and staffing options, librarians have finally found a niche with AOL's Instant Messenger service. The first section of the article describes a path of experimentation, including early collaborations with the computing services help desk, staffing patterns within the library, technical and financial challenges with virtual reference software, and attempts to get students to use reference chat services. The second half of the case study describes the great success with AIM service in the past year, providing statistical information as well as coverage of training and guidelines, advertising, and staffing. This article touches on a number of themes, including the value of experimenting with a variety of chat reference software programs, and the need for library staff to stay current with new technologies.     

Pandemic Impacts on Library Consortia and Their Sustainability

Abstract

Library consortia are planning on how their funding, programs, and services may need to change with the societal tumult caused by the 2020 Covid-19 pandemic. Most consortia in North America are either state agencies or non-profit corporations which may have different approaches and options available for solving substantial budget shortfalls. Changes may need to take place in staffing, programs, and services. Some consortia may have financial portfolios which may help on filling-in budget holes. Other consortia have applied for, and received, funds from the Paycheck Protection Program (PPP) to help with staffing. Many library consortia will not see a quick recovery but may have long-term consequences as their member libraries and parent organizations try to recover.     

Have(n't) We Been Here Before? Lessons from Telephone Reference

SUMMARY

Telephone reference services have been present in libraries for over seventy-five years. Chat reference services are a very recent addition to library services. Telephone and chat reference share some characteristics and the future of chat reference may be seen through an examination of the history of telephone reference. This article will examine issues of policy, staffing, and technology for telephone and chat reference.     

Transitioning Online Reference Staffing Models: Assessing and Balancing Needs of Patrons and Practitioners

ABSTRACT

As staffing models evolve for academic library service points, online chat reference services require strategic analysis to improve efficiency and effectiveness. This paper will examine the perception of chat reference before and after staffing changes from faculty librarians, staff, and graduate assistants to non-MLIS library professionals and graduate assistants at Florida State University’s a large, public research university library. Our survey explores satisfaction levels and perception of both patrons and library personnel before and after the staffing change.

Our analysis of 197 patron survey results determined that patrons are equally satisfied with non-librarian provision of chat reference services and found chat interactions to be comparable in quality and timeliness to chats staffed by librarians. Our research into staffer survey results revealed a slight decrease in satisfaction with operation of the service, notably in terms of confidence after the staffing transition even though this was not reflected in the patron satisfaction levels. This assessment indicates that library workers are equally as competent in staffing chat reference services as librarians from patron perspectives. As academic libraries continue to measure the value of staffing service desks with librarians, this study will provide relevant insight into how patrons and staffers are affected by changes in staffing models.     

From IM to Collaboration

Abstract

As library service providers for distance learners, we are constantly searching for ways to assist them in their use of library resources. Virtual (real-time chat) reference is yet another tool to utilize in reaching these students. While virtual reference has been around for several years and many libraries offer such services, as a medium-sized institution, Emporia State University took some time to move into providing such a service on a formal basis. Several issues, including staffing and funding, delayed entrance into this arena. It was not until a collaborative academic reference venture among several academic libraries in the state was proposed that the ESU library was able to offer this service. Advantages and disadvantages of the collaboration will be discussed, as well as lessons learned that can be applied to any collaborative project.     

美国高校图书馆实时参考服务试验项目研究

文章从人员配置、宣传推广、软件选择、咨询问题类型、服务评估等方面对8个美国高校图书馆的实时参考咨询试验项目进行了研究分析与经验总结。     

InfoEyes Information Service: A Virtual Reference Service for Print-Impaired Individuals

This article discusses the InfoEyes Information Service, an innovative virtual reference service for individuals who are print-impaired, which began as a pilot project in 2004 and continues to serve this historically underserved population. The context for this discussion is framed by a brief historical summary of the provision of library services for people who are blind or visually impaired in the United States. Challenges facing this service such as accessibility of virtual reference chat products, reference staffing issues in talking book libraries, and the relationship to public library virtual reference services are also presented.     

A Checklist for Starting and Operating a Digital Reference Desk

Summary

This article explores digital reference and offers practical advice to those interested in implementing a digital reference desk in their library. Digital/chat/online reference services are defined and practical guidelines on staffing, selecting and troubleshooting hardware and software, training, and marketing are offered for those establishing such a service.     

中小型城市区域图书馆联盟建设与可持续发展研究

随着中小型城市经济的快速发展,中小型城市的图书馆联盟建设愈发显得迫切。中小型城市图书馆联盟可以采用共建共享模式、协议会员模式、联合办馆模式,制定中小型城市区域图书馆联盟管理制度,开展特色文献资源、公众阅读服务及多层次的联盟合作。中小型城市图书馆联盟还应建立科学、有效的评估机制,拓宽经费来源,加大投入力度,有效解决资源共享中的知识产权问题,以保障图书馆联盟的可持续发展。     

The Impact of Implementing Electronic Reserves on Staffing and Service

ABSTRACT

Electronic Reserves provides new opportunities for collaboration between libraries, new staffing challenges, and new methods for assessing library services. This article examines the impact on staffing and services of implementing Electronic Reserves in several libraries on the campus of a major midwestern research institution. Results of a staff survey and use studies are incorporated. The benefits and difficulties of centralizing the management and workflow between libraries of Electronic Reserves are analyzed, as well as other related staffing issues such as processing time, space, training, etc.     

美国大学图书馆联盟研究

美国大学图书馆的联盟活动一直处于其他类型图书馆的前列 ,其历史可追溯到 2 0世纪 30年代之初。资源共享是联盟的动因 ,经济利益是其驱动机制和目的 ,资金保障是其成功的支持条件。美国大学图书馆联盟具有同中心联盟、一州内多个联盟、同州内跨类型联盟 ,以及向着数字图书馆方向发展等特点。参考文献 7     

A Learning Experience

Summary

This paper reviews the history of the CIC Electronic Journals Collection Project. The organizational model used by the consortia for this particular project is described, explored and critiqued. Alternative models of organization are presented and explored. Additionally the staffing and equipment needed to build and maintain such a project are described in detail. A special challenge of consortial projects is the need for close coordination and broad communication. Both staffing and organization are discussed in light of these issues.     

Developing Law Library Resources in Eritrea

Summary

This article discusses the author's experiences in helping to develop and revitalize the law school and law library collections in the East African nation of Eritrea. This project was part of a rebuilding effort following a thirty year struggle for independence from Ethiopia in which much of Eritrea's infrastructure and public institutions were destroyed. Among the pressing issues presented to the author were funding, collection development, space-planning, staffing and services needs.     

国内外高校图书馆联盟体系比较研究

论文通过对美、日、加拿大以及中国台湾、天津等地图书馆联盟组织进行对比研究,从组织机构、经费来源及服务内容等方面阐述了国内外图书馆联盟的差异,旨在为我国图书馆联盟组织的发展提供借鉴。