HLG Conference 2010

It’s good to talk: designing an evidence-based virtual referencing service using

instant messaging

Tasha Cooper, Information OfficerMIDIRS (Midwives Information & Resource Service)

19th July 2010

Contents of presentation

• About MIDIRS and the Information Services department

• The MIDIRS Reference Database and existing enquiry service

• Developing the business case for the introduction of instant messaging

• Where are we now?

• Reflection on the process

About MIDIRSOur Mission: ‘To be the leading international information resource

relating to childbirth and infancy, disseminating this information as widely as possible to assist in the improvement of maternity care’

• Established 1985 with 3 staff• Broad range of information products:

– Quarterly and monthly journals– Electronic reference database– Free podcasts and student materials

• Global customer base• Educational charity and a limited company

Information Services department

MIDIRS Business Manager

Graphic Designer

Information Services

Marketing

Customer Services

Editorial (Digest)

Finance ManagerHead of Midwifery

ITEditorial (EM)

= full-time = part-time

‘To be the leading international information resource relating to childbirth and infancy, disseminating this information as widely as possible to assist in

the improvement of maternity care’

MIDIRS Reference Database

• amalgamation of references to relevant resources relating to pregnancy, childbirth and infancy– journal articles, book chapters, reports, pamphlets,

news items, audio visual materials, conference proceedings and other ‘grey literature’.

• Around 1000 new resources

are added each month• Subscription service

Enquiry Service

• Current telephone and email service

05

101520253035

Customers

Databasesupport

Type of enquiry

Average monthly enquiries

TelephoneEnquiries

Email enquiries

Literature searches

–via Customer Services or online form–mainly literature searches

Introducing instant messaging

• Why?– Market research results

• 59% have never used the Advanced Search

– Direct communication– Rebranding– Redevelopment of technology

• When?• How?

Developing the business case

November 2009 reviewing the

literature

Jan-March 2010 critically appraising

articles

April 2010 to inform the business case

Clements, C (2009). Implementing instant messaging in four university libraries. Library Hi Tech 27(6):393-402.

•embedded widget •via Lotus Sametime•no need for IM account •pop-out chat window

-increased visibility of library staff in the online environment (p. 394)

- comparison of various software (p. 396), allowing me to identify most suitable solution for MIDIRS:

Developing the business case

November 2009 reviewing the

literature

Jan-March 2010 critically appraising

articles

April 2010 to inform the business case

Jane C & McMillan D (2003). Online in real-time? Deciding whether to offer a real-time virtual reference service. The Electronic Library 21(3):240-246.

- identified a need for staff training in IM enquiries (p.242) proposed the development of set responses that can be pasted into conversation ‘Please wait a moment’ etc

- response and usage directly related to advertising and promotion (p.244) supports my suggestion to include chat box on most pages

Developing the business case

Nilsen K (2006) Comparing users’ perspectives of in-person and virtual reference. New Library World 107(1222/1223):91-104.

– advantages of instant messaging are convenience, anonymity and speed of response

November 2009 reviewing the

literature

Jan-March 2010 critically appraising

articles

April 2010 to inform the business case

Key areas of the business case

– Executive Summary– Background Information

• What are the drivers for such a service?

– Benefits for MIDIRS• Organisational level• Departmental level• Subscriber level

– Risks and Financial Implications– Conclusion– References

Key areas of the business case

• Planning

• Cost

• Quality control

• Opening hours

• Promotion

Where are we now?

• Business case submitted April 2010 and proposals agreed by Business Manager

• Schedule for redevelopment

Reflection on the process

• Gaining support informally• Structuring the business case

– advice from others in organisation– support from mentor

• Time factors• Overcoming problems

– commercial implications– what level of support to offer users?

HLG Conference 2010

It’s good to talk: designing an evidence-based virtual referencing service using

instant messaging

Tasha Cooper, Information OfficerMIDIRS (Midwives Information & Resource Service)

tasha@midirs.org 0117 907 5993