May 23rd, 2012 Brian Herzog
Here's an idea that my coworkers and I had talked about for a little while, but really saw take shape at PLA12.
We wanted to create a webpage that really focused attention on all of our library services that patrons can use without having to come into the library. Good idea, right? We went round and round coming up with a name, but eventually settled on Library Anytime.
The PLA session that gelled everything was Designing and Building a Social Library Website, with Rebecca Ranallo (Cuyahoga County [OH] Public Library) and Nate Hill (San Jose Public Library). Their talk was inspiring, and we tried to blend* all their ideas into a single website:
- Cuyahoga PL has a "library after dark" website, that pops up on their homepage when the library is closed over night - it focuses on resources and services people can use from home or elsewhere
- San Jose Public Library's website looks great - very distinctive and eye-catching. However, Nate said that after using it for a couple years, they're going to be making some changes (which made me feel less bad about completely lifting their design)
We didn't create any new content for this website - it's just a (hopefully) easy-to-use portal to get to tools that already existed on our main website. But: having a second website to supplement the main website probably means the first website needs work, so our plan is to use this as a basis for a complete redesign of our main website.
Anyway, we launched Library Anytime during National Library Week (which, for those who are counting, gave us a three week development window following PLA), and so far patrons seem to like it. And I can't tell you the number of "I didn't know you guys had..." kind of comments I've heard since.
March 15th, 2012 Brian Herzog
Integrating chat into your website
You put your info desk in the middle of your physical library, so put the chat reference link central to your website.
Placement = point of service, so put it everywhere, and be consistent (catalog, website, not just handouts and flyers)
Feb 2012 = 619 sessions (at Arlington Heights (IL) Library)
- Homepage: 135
- User account signup page: 133
- Catalog pages: 124
- These three pages are 63% of the total
- Top-right or top-left, make sure it's above the fold
- Talk to vendors: some will let you put chat widgets inside the databases
- Put it on other community websites (local newspaper, Town Hall, social service agencies, etc)
Use a promotion to boost usage and introduce the service to patrons
"Win a Nook" promotion at Anne Arundel County (MD) Public Library
- Promotion lasted one week, which was plenty long (especially for staff who had to keep promoting it)
- Pass out bookmarks, pins/badges, and flyers to tell people how to get to the chat
- This told patrons to mention the contest when they started their chat session, so they got entered to win the Nook)
- Promotion focused on staff/patron interaction, so patron had to also mention staff person's name (staff person could then with a Nook also)
- Results: 436 people tried chat that week - 632% increase; 899 sessions for the entire month - a 162% increase over previous year
- Lessons learned: easy promotion; chat sessions increased; public "got" the service by trying it out; people love winning free stuff
- Contact Betty Morganstern (firstname.lastname@example.org) for more details
Tags: 24/7, 24x7, chat, libraries, Library, oclc, pla, pla12, public, questionpoint, reference