[collaborative-vr] Caring about a library's online presence

[Carla Steinberg Pfahl]

Hi All,

I know you are all busy and I do not want to distract you from your work. I
would like to vent and I think this is the best place for me to do this. If
you do not have the time or energy for this I completely understand. Go
ahead and delete!

Issue at hand: I coordinate for Minnesota and we use QuestionPoint. QP may
have something to do with not understanding about chat or how it operates
but it certainly doesn't have anything to do with caring about your
library's online presence and how you offer/present online help to your
community.

I am currently trying to communicate in the most diplomatic and pedagogic
way I can to one of my academic libraries how they present their service
matters. This library uses LibraryHelp during business hours (they pay for
this) and point students to AskMN for after hours help. However, it's not
as simple as that. The after hours help is buried under layers and pages
and they are pointing to the wrong service! They are pointing to askmn.org
which is our statewide service instead of pointing them to their QP account
for service. Those who work with QP will understand what I'm talking about
(if you've read this far!). I know I have had this conversation with this
one particular library not once but twice before. This is the third time I
am trying to explain to them they don't have stats for after hours chats
because they are hidden in my large statewide account and I can't pull out
numbers just for their library.

Is my explanation too confusing? Are they understanding their subscription
and options they have? I've finally decided no. They just don't care. I am
baffled at how some of my academic libraries in my statewide group just
don't care about their chat service or their online presence.

End of rant. Go back to work.

Carla

-- 
-- 
Carla Steinberg Pfahl, Librarian
Reference Outreach & Instruction / AskMN.org Coordinator
Minitex <http://www.minitex.umn.edu/> / University of Minnesota
60 Wilson Library
309 19th Ave So
Minneapolis, MN 55455
pfahl001 at umn.edu
<pfahl001 at umn.edu>
612-626-6845
1-800-462-5348

elm4you.org
askmn.org
ebooksmn.org
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