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

Thu Feb 7 12:41:32 PST 2019

It's been a while but we did have a demonstration of the chatting librarian
using a policy page during a chat with this director. For some reason they
are not convinced. I do pull our feedback surveys and comments and compile
them for our fiscal year reports. I know they get the report but can't say
if they have ever read it ;)
c

On Thu, Feb 7, 2019 at 2:25 PM Siobán Linnen <slinnen at ocls.ca> wrote:

> Could the librarian give his director a demo of what it would look like to
> answer a question from a different institution? He could show the director
> all of the various tools they have at their disposal and how they could use
> them to answer questions about another library/their own.
>
>
>
> Another thought – do you track visitor satisfaction? Even though it may
> not apply to that library’s users, perhaps it could show that library
> visitors are happy with the service they receive through a collaborative
> service.
>
>
>
> I know of library directors who share the belief that their users have
> specific needs that couldn’t possibly be served by other libraries. I can
> imagine how frustrating these conversations are! Good luck J
>
>
>
>
>
> [image: cid:image002.jpg at 01D40258.7C19CBF0]
>
> *Siobán Linnen*
>
> Virtual Reference and Accessibility
>
> Ontario Colleges Library Service
>
>
>
> 74 Gervais Drive
>
> Toronto ON  M3C 1Z3
>
> https://www.ocls.ca
>
>
>
>
>
> Tel. (647) 722-9317
>
> Toll-free (800) 268-5560 ext. 317
>
> Email: slinnen at ocls.ca
>
>
>
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>
> *From:* collaborative-vr [mailto:
> collaborative-vr-bounces at listsmart.osl.state.or.us] *On Behalf Of *Carla
> Steinberg Pfahl
> *Sent:* Thursday, February 7, 2019 2:42 PM
> *To:* Cathay Keough <Cathay.Keough at lib.de.us>
> *Cc:* collaborative-vr <collaborative-vr at listsmart.osl.state.or.us>
> *Subject:* Re: [collaborative-vr] Caring about a library's online presence
>
>
>
> Thank you all for allowing me to use this venue in this way. Now, more
> productively, this librarian said that one of the main reason's their
> director was holding back was because they didn't think librarians from
> other institutions could offer their patrons effective help. We have
> discussed how QP's policy pages are like having a librarian from that
> institution on the side guiding the chatting librarian and how the QP
> option of an institution-level queue can offer a tiered service level that
> is seamless to the end user. Are they other ideas this librarian could use
> to support his arguments?
>
>
>
> Carla
>
>
>
> On Thu, Feb 7, 2019 at 1:33 PM Cathay Keough <Cathay.Keough at lib.de.us>
> wrote:
>
> Hi Carla,
>
>
>
> I wanted to chime in to offer my support for what you just went through.
> I’m so glad you reached out this way; this is a great team and I’ve found
> that the ideas and challenges that we share are oftentimes valuable to
> all.
>
>
>
> How we market and communicate virtual reference services is definitely
> tied in with how well and actively it is used.  When library staff promote
> it, providers take shifts and are quick to answer, and it’s present above
> the fold on webpages and in other areas, the frequency has a direct
> affect.  I also see a connection with how it is being promoted – do people
> talk about it to customers as a homework help service, for research, a way
> to get books renewed or an ILL requested, or to get ebook help?  I wish
> there was some research about this; perhaps someone on this list may know
> of something out there.
>
>
>
> -Cathay
>
>
>
> *From:* collaborative-vr [mailto:
> collaborative-vr-bounces at listsmart.osl.state.or.us] *On Behalf Of *Carla
> Steinberg Pfahl
> *Sent:* Thursday, February 7, 2019 2:02 PM
> *To:* collaborative-vr <collaborative-vr at listsmart.osl.state.or.us>
> *Subject:* Re: [collaborative-vr] Caring about a library's online presence
>
>
>
> Can I redact this? I just heard from the librarian and he gave me some
> information that the direction of this is coming from his (misguided)
> director. He has asked for the info from me for the past 3 years to use as
> evidence of why they need the changes that I suggest but it has gotten no
> where. Now I feel bad.
>
>
>
> Carla
>
>
>
> On Thu, Feb 7, 2019 at 12:13 PM Carla Steinberg Pfahl <pfahl001 at umn.edu>
> wrote:
>
> 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
> <https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Faskmn.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593181956&sdata=IpIO%2FJCbmNfc2%2FmjhVoSLzx3zyU3G9IjiDrl2xN1Mfs%3D&reserved=0>
> 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
> <https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.minitex.umn.edu%2F&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593191960&sdata=V%2FTsIKapWR3ohjo%2FNYUXgo8K0NQ8z54I7VCEuYyrqBQ%3D&reserved=0>
> / 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
> <https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Felm4you.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593201969&sdata=IIchpOIasZHMX%2BSk9%2FDzjliadX0ZfX1hlPU9XbJDfGo%3D&reserved=0>
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> askmn.org
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> ebooksmn.org
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>
>
>
>
> --
>
> --
> Carla Steinberg Pfahl, Librarian
> Reference Outreach & Instruction / AskMN.org Coordinator
> Minitex
> <https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.minitex.umn.edu%2F&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593211973&sdata=dRhCMXXH83GWwYWpQ%2BEN%2FXu1xUKXhupur4AxtoE541E%3D&reserved=0>
> / 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
> <https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Felm4you.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593221977&sdata=waFB0eL%2BRwKoFofuvw6O4z%2BYIc%2B4TS6ZQOs7VMZ1oJ0%3D&reserved=0>
>
> askmn.org
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> ebooksmn.org
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>
>
>
>
> --
>
> --
> Carla Steinberg Pfahl, Librarian
> Reference Outreach & Instruction / AskMN.org Coordinator
> Minitex
> <https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.minitex.umn.edu%2F&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593241995&sdata=nkFPPoBCIfN94HudhkmQB%2B36kygMifKKwLJTN8rwG%2Fc%3D&reserved=0>
> / 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
> <https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Felm4you.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593251999&sdata=%2FY%2FsuzW52qqJuPHQsuFKuEI2PXIcu5Z64FMc%2F4ldYTA%3D&reserved=0>
>
> askmn.org
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-- 
-- 
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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