or, The Hitchhiker’s Guide to Fear and Loathing at a Public Library Reference Desk


#PLA12 Chat Reference Discussion (OCLC QuestionPoint User Group)

   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

Placement tips

  • 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 (bmorganstern@aacpl.net) for more details


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CIL2007 Wednesday – Catalogs/OPACs for the Future

   April 19th, 2007 Brian Herzog

On the final day of cil2007, most of the workshops I attended ending up having a common theme – tailoring library services to patrons needs, based on patron input.

The first of these sessions was called “Catalogs/OPACs for the future,” led by Roy Tennant (California Digital Library) and Tim Spalding (LibraryThing.com). Tim followed up on points he made in yesterday’s presentation with some criteria that future library search systems will need:

  • catalogs should be fun - patrons should enjoy searching for and finding books and information
  • allow linking into the records - use permalinks so links to items will never expire or break
  • link outwards - everything in the catalog should be links (titles, names, subjects, tags, keywords, etc). Participating in the wider web means our entries are not dead ends for patrons, but helps them flow through our catalog to the information they ultimately seek. Tim also encouraged linking to sites Amazon.com and Wikipedia - they offer lots of information, and our patrons use them anyway, so we should not position ourselves as a barrier
  • dress up the catalog - this goes along with “catalogs should be fun,” and what he meant was that the catalog should be as visually-appealing as possible - loads of book covers, nice design and layout, useful widgets to display new books, recent searches, and even patron data (if they so choose)

Roy followed Tim, and also had general criteria for a catalog of the future

  • do not call it an “opac” – even “catalog” is getting outdated, because they should provide access to more than just the library books we own
  • searching should be simple – a single search box, placed strategically and logically on the page, should search in all available resources
  • individual libraries could get rid of local catalogs and use Open WorldCat as a single union catalog for all libraries. This would promote comprehensive searching and resource sharing, and is also better because it includes articles and web resources indexed through WorldCat (in the Q&A session, one librarian pointed out that WorldCat has a few important shortcomings [they stand to benefit financially from this model, they do not include many small public libraries], and she got a round of applause)
  • separate the ILS from the finding tool. The ILS will be smaller and just for staff use, and the finding tool will be an efficient and comprehensive search tool that sits draws together the ILS and other resources
  • communicates well with other systems, so data can be shared freely and all available resources (books, databases, websites, etc) can be searched
  • include sophisticated features, such as results ranking, faceted/cluster browsing, preference filtering, etc.

catalog, catalogs, Catalogs/OPACs for the Future, cil 2007, cil2007, libraries, library, library thing, librarything, librarything.com, oclc, opac, opacs, open worldcat, public libraries, public library, roy tennant, tim spaulding, worldcat, worldcat.org



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