Joe DobbsVirtual Reference Coordinator

Statistics

Survey Results

UT Austin Online Reference

QuestionPoint -vs- Instant Messaging

Questions

Ask a UT System Librarian Usage

0

100

200

300

400

500

600

700

800

900

1000

2003 2004 2005 2006 2007

959 Chats

Sept – Oct 2007 Users by UT Component

UTD - 111

UTSA - 73

UTB - 46

Other - 25

UTPA - 18

UTEP - 7

Tyler - 3

UTA - 2

UTPB - 2

UT HSC- 1

AUS - 1

Tele - 1

39 %

25 %

16 %

9 %

6%

1%

Total - 285

46%

13%

12%

11%

9%

9%

AUS - 448

UTD - 125

UTB - 114

UTSA - 105

UTPA- 84

UTA - 83

2007 Chats Handled by UT Component

959 Chats

2007 Chats by Hour

0

20

40

60

80

100

120

140

160

2007 Survey Results

88%

3%

7%

2%

Yes

No

Neutral

Not Submitted

Was this service easy to use?

156 Surveys

2007 Survey Results

75%

2%

21%

2%

Yes

No

Neutral

Not Submitted

I prefer asking questions online, using e-mail or chat.

156 Surveys

2007 Survey Results

68%

9%

20%

3%Yes

No

Neutral

Not Submitted

Are you satisfied with the hours of service?

156 Surveys

2007 Survey Results

77%

9%

12%

2%YesNoNeutralNot Submitted

Were you satisfied with the answer to your question?

156 Surveys

2007 Survey Results

86%

4%

8%

2%Yes

No

Neutral

Not Submitted

Would you use this service again?

156 Surveys

UT Austin Online Reference

Email

Questionpoint

IM Reference Pilot

Meebo

Questionpoint

• Patron Queuing• Multiple Librarians• Transcripts• Surveys &User

Comments• User Data –Affiliation,

Email• Integrated Follow-Up• Reports & Statistics?

• Unstable?• Slow• No Typing Indicator• Usability• Users Need to Come to Us• Lack of Presence Indicator

Pros Cons

Meebo

Pros

• Stable• Fast• Free• Usability• User-centered• Typing Indicator• Presence Indicator

Cons

• One login/shift changes• No Queuing• No Transcripts• No User Data• No Automated Statistics

Meebo

IM Interoperability

Meebo and Ask a UT System Librarian?

• Problem monitoring two Meebo-based services at the same time

• Shift changes

• Lack of transcripts

• No patron information

New Logo

Pens

Posters (download and print)