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

Fri Feb 8 11:03:46 PST 2019

Hi Carla,

Don’t know if this will help, but Marie Radford gave a presentation a few years back on incentivizing collaboration: https://vimeo.com/album/3365463/video/129938780.

Also, here are some other ideas:

  *   Gather specific examples of how the service extends library’s hours and services, improves reference staff skills, and helps patrons. Ask other libraries for testimonials / use cases.
  *   Mine transcripts to show what the library’s patrons are asking, what and when the need is. Give them examples of real questions from their patrons and how they have been handled.

-Tamara

From: collaborative-vr [mailto:collaborative-vr-bounces at listsmart.osl.state.or.us] On Behalf Of Carla Steinberg Pfahl
Sent: Thursday, February 7, 2019 12:42 PM
To: Siobán Linnen <slinnen at ocls.ca>
Cc: collaborative-vr <collaborative-vr at listsmart.osl.state.or.us>
Subject: Re: [collaborative-vr] Caring about a library's online presence

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<mailto: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 ☺

[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<https://www.ocls.ca/>

Tel. (647) 722-9317
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Email: slinnen at ocls.ca<mailto:slinnen at ocls.ca>

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From: collaborative-vr [mailto:collaborative-vr-bounces at listsmart.osl.state.or.us<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<mailto:Cathay.Keough at lib.de.us>>
Cc: collaborative-vr <collaborative-vr at listsmart.osl.state.or.us<mailto: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<mailto: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<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<mailto: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<mailto: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

--
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Carla Steinberg Pfahl, Librarian
Reference Outreach & Instruction / AskMN.org Coordinator
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--
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Carla Steinberg Pfahl, Librarian
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--
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Carla Steinberg Pfahl, Librarian
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Carla Steinberg Pfahl, Librarian
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