[Web4lib] Room Service = OnCall | OnDemand OnSite ReferenceService(s) ?]

[Ryan, Pam]

Hi Jean,

You're quite right that the technology isn't at all new. We're simply using the same Help Desk chat software we use for one of our regular virtual reference service methods. Our campus computing help desk also uses the same Live Help chat software <http://livehelp.stardevelop.com/> so we were going for some ease-of-use and familiarity for our students with the selection.

The service, however, is new for us. We do refer to it in-house as our "summoning service." We know students choose not to leave their workstations, likely losing it to another student in the process, and haul all their stuff to a desk to ask for help in the middle of working. We're expecting that many transactions will be simple in-house chat but we really mean the "we'll come to you" part too. We're servicing a busy, completely wireless, four-floor library with over 200 full productivity workstations.

This service is just one feature of a new public service model we've rolled out this term. We have a new single service desk model for all public service transactions (reference, circulation, technology support, you name it) and all our public service staff (librarians and associate staff) provide whatever help the user in front of them (physically or virtually) needs. The model is heavily supported by self-service technologies for circulation and reserve material too. We're anxiously awaiting the Fall 2007 completion of our Main Floor renovation (30,000 sq ft) to move this desk model into its planned spot amid a service floor designed for our students, quite literally after stripping the entire floor down to the bare walls and starting over.

I'm happy to field any questions off-list.

Cheers,
Pam

Pam Ryan
Interim Head, Science & Technology Library
1-20 Cameron Library
University of Alberta Libraries
pam.ryan at ualberta.ca
http://www.library.ualberta.ca/scitech/
http://pamryan.info



> -------- Original Message -------- Subject: Re: [Web4lib] Room
> Service = OnCall | OnDemand OnSite ReferenceService(s) ? Date: Thu, 6
> Sep 2007 15:37:38 -0600 From: NORMA JEAN HEWLETT <hewlett at usfca.edu> 
> To: Gerry Mckiernan <gerrymck at iastate.edu> CC:
> <web4lib at webjunction.org> References: 
> <46DFDB53.B59E.0067.0 at lib.iastate.edu><46E01A89.B59E.0067.0 at lib.iastate.edu><46E01B14.B59E.0067.0 at lib.iastate.edu>
> 
> 
> I followed the links below and tried this service. It seemed to be
> the same type of online reference service that many libraries have
> offered for some time. It looks to me like the only difference is the
>  marketing. They are marketing it to people who are already in the 
> library. Good idea!
> 
> Although the icon shows someone wearing a headset, when I connected
> it was in ordinary chat mode, not voice chat. Perhaps voice chat only
>  works for people using the library computers? Jean Hewlett
> 
> Regional Librarian North Bay Campus, University of San Francisco
> 
> ----- Original Message ----- From: Gerry Mckiernan
> <gerrymck at iastate.edu> Date: Thursday, September 6, 2007 1:29 pm 
> Subject: [Web4lib] Room Service = OnCall | OnDemand OnSite Reference 
> Service(s) ? To: lita-l at ala1.ala.org, asis-L at asis.org,
> web4lib at webjunction.org
> 
>> *****APOLOGIES FOR RECEIPT OF DUPLICATE POSTINGS*****
>> 
>> Colleagues/
>> 
>> I am greatly interested  in learning of Any and All Libraries that 
>> offer Room Service [:-) = 'OnCall | OnDemand' Reference Service 
>> identical or similar to that offered by the  University of Alberta 
>> [That's In Canada :-)]
>> 
>> 
> ***********************************************************************
>  **
>> In Cameron? Need Help? We*re Here! Sign in. Chat. We can come to
>> you.
>> 
>> [ICON]
>> 
>> Cameron Library Help is a new service that lets you stay at your 
>> workstation in Cameron Library while you contact library staff for 
>> assistance. Let us come to you!
>> 
>> 
> ***********************************************************************
>  ***
>> [ http://blogs.library.ualberta.ca/libnews/ ] [
>> http://blogs.library.ualberta.ca/libnews/?p=594 ]
>> 
>> Boy!, The U of Alberta  is Sooo...ooo Progressive !!!
>> 
>> Thanks!!
>> 
>> BTW: Is There Another Name for This Kind Of Service? [I'll
>> Suffering From Thursday Afternoon Brain Death] [:-(
>> 
>> /Gerry
>> 
>> Gerry McKiernan Associate Professor Science and Technology
>> Librarian Iowa State University Library Ames IA 50011
>> 
>> !!! Social Networking is People !!! [
>> http://www.facebook.com/p/Gerry_McKiernan/16926735  ]
>> 
>> Iowa: Where the Tall Corn Flows and the (North)West Wind Blows ... 
>> [ http://alternativeenergyblogs.blogspot.com/ ]
>> 
>> 
>> 
>> _______________________________________________ Web4lib mailing
>> list Web4lib at webjunction.org http://lists.webjunction.org/web4lib/
>> 
> _______________________________________________ Web4lib mailing list 
> Web4lib at webjunction.org http://lists.webjunction.org/web4lib/
> 
> 
>