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Chat Reference Operational Group (CROG)

NOTES from Friday September 27, 2002 meeting
LIB428
1000-1200h

  1. Refresher Session - Items to be covered
    1. Setting up librarian browser - MS-IE, JAVA
    2. Answering simple questions - chat/sending pages, escort (sample questions from Ask Us/Tell Us)
    3. Call transfer to another librarian
    4. Using the proxy server to access restricted resources
    5. Difference between BASIC & INTERACT
    6. Alternatives to live demo for non-compatible databases (Web of Science etc)
    7. Discuss best practices - will develop with experience.

  2. Public/Staff Web Pages - updating screens
    1. DONE About the Service page - Helena to update, including strengthened privacy statement. Mounted http://library.uwaterloo.ca/staff/vrd/
      aboutonlineref.html
    2. DONE FAQ page - erived from Ask Us/Tell Us FAQ, but with more detail
    3. DONE Ask a Librarian page - fix typo in CHAT, expand abbreviated Library names, add word Library
    4. DONE VR Opening page. Doug has found a way to edit pages on LSSI server without submitting a service. 1) Re-directed to correct opening page; 2) change intro text (top right side) from 'service is closed' to 'The Online Reference service is available Mondays through Fridays, 1:00pm - 4:00pm and is currently closed'; 3) Changed first item in affiliation dropdown to '-please choose one-' This item is a valid selection. A rule would have to be applied to the form to generate an error message if this is selected (Marina?)
    5. Partly DONE Technical problem report form - Marina to create webmail form similar to Ask Us/Tell Us form so that patrons can submit problems from UW public terminals. In the interim, email client will open and Doug, Marina, and Paul to receive. Make sure someone responds to each message (Paul & Doug).

  3. Crib Sheets/Staff Manual
    1. Include existing materials from Troubleshooting section of VRIG site
    2. Contact list - Phone + Email of Subject experts, service points such as Porter/Davis Circulation
    3. List of database functionality http://library/staff/vrd/databases.html (customize to UW?)
    4. Copies of the manual should be provided to all VR participating staff.

  4. Marketing - Paul
    1. Market service incrementally, so we can ensure our level of service matches the level of demand. Don't want too much demand that we can't provide good answers, nor do we want so little volume that the service appears to be failing and librarians don't gain confidence in their ability.
    2. Will discuss marketing options with Mary Stanley
    3. Begin with existing links to Ask Us/Tell Us; progress to promoting on particular pages (ie subject pages); Announce the service in UW publications such as the Daily Bulletin, uw.general etc. Promote the service in Library Instruction sessions; find a way to promote directly to undergrads, expected to be the greatest users (residences, faculty student societies, undergrad websites)

  5. PowerPoint materials - Paul
    1. Can upload PowerPoint slideshows to LSSI server. Can share slides with patron one at a time, or can use File Sharing utility to transfer complete ppt file to patron (necessitates ppt be on local hard drive, and may be slow to load if file is large). Patrons will be able to access seen pages from their session transcript.
    2. Particularly useful for databases that don't work with VR software, such as Web of Science and SciFinder Scholar. Test presentation on SciFinder currently available from Slideshow tab (next to Messages & Web Pages tabs). Note poor graphical quality of screen captures.
    3. Might be easiest to maintain a Powerpoint repository (eg. in Online tutorials, in html and/or ppt format) and refer patrons to particular shows. Easier to maintain, less material to transmit via LSSI.

  6. Miscellanea
    1. Proxy server still problematic - not asked to login, images do not appear when accessing restricted resources through proxy.
    2. Display - Marina had problems with windows exceeding the screen size, making selections (eg Leave & Close) difficult to make. Doug & Paul could not reproduce the problem.
    3. All transcripts should be sent to a centralized email alias. How will this be set up?
    4. Schedule coming soon. Carol absent.

November 17, 2005