Skip to the content of the web site.

Chat Reference Operational Group (CROG)

Minutes from the Meeting of October 25, 2002
DRAFT
Porter Conference Room

Present: Helena Calogeridis, Doug Morton, Shabiran Rahman, Paul St-Pierre, Carol Steele (recorder)

Further training:

The group discussed possible areas for further training/reminders.

  1. Transferring calls-Waiting Room is hard to find at the bottom of list; Doug will check to see if it can be moved nearer the top.
  2. Logging out correctly - "Leave & close", then "Exit".
  3. Patrons using Macs.
  4. How to set up chimes and have window pop to front to signify waiting patron.
Jane Forgay is interested in joining the Online Reference Group.
ACTION: Paul will contact her to set up a time for a refresher.
ACTION: Helena will offer practice sessions.

Personal inbox/queue - need to investigate this - can be used to facilitate transfer of calls.
ACTION: Doug will ask LSSI/check manuals for an explanation.

Two levels of training suggested: simple issues to get started; later training in advanced features, e.g. file sharing, setting up meetings (especially for distance ed). etc.
ACTION: Helena will mention in ISMC that online reference may be very useful to distance education students and that Judy may want to get more involved at some point.

Referring patrons on phone at Info Desk to the Online Ref service. There may be times when patron would be better served by using the Online Ref service e.g. step-by-step instructions for databases such as CSA. Would need to have updated list of problem databases.
ACTION: Doug will ask LSSI for an updated list of databases. Desk staff need to have a basic understanding of how online Reference works and when they could/should refer patrons to it.
ACTION: Doug will ask to go on agenda for Nov. 1 ISR meeting.
ACTION: Helena will come up with scenarios where desk staff would refer patron to online reference.
Email Reference staff expect to get more information soon on when to refer questions to Special Collections.
ACTION: Carol will keep Implementation Group apprised.

Statistics:

It is difficult to determine which reports do what; "Help" button gives very general non-localized help.
ACTION: Doug will look for explanations of various reports & send out details.

Michele is looking at the email questions and the times they come in with a view to figuring out why people use email instead of online reference. She is also in touch with someone who is putting together a survey to determine user satisfaction with virtual ref service and hopes to hear more from her shortly.

People can keep track of their statistics using the categories on the current sheet for discussion and evaluation purposes. Then Connie Pantic can ask for online reference statistics (no categories) when she asks for everyone's monthly consultation statistics.
ACTION: Shabiran will talk to Connie.
ACTION: Doug will remind everyone to bring their stats and notes to Tuesday's meeting.

Scheduling:

Shabiran suggested that each week people sign up for the hours that they can do, i.e. no permanent schedule. Suggestion is that in principle the scheduling stay with the group, not involve library assistants. There is also a need for an electronic copy of the schedule showing all the switches that people have made. Scheduling will be discussed on Tuesday.

General Observations:

Takes longer to answer questions in virtual reference. Speed of answering should improve with experience; sometimes phoning can speed things up.

Online Reference can be monitored while doing work that doesn't require a high level of concentration e.g. inbox maintenance.


November 17, 2005