TRIG 2006

Electronic and Live

Online Reference Four Years On

Nicole PhillipseLearning LibrarianHolmesglen Institute ofTAFE

TRIG 2006

Holmesglen

Student population of over 50,000.

Offers over 600 courses from traditional vocational courses, VCE as well as undergraduate degrees and post-graduate certificates and diplomas.

The Information Commons is a network of four branches incorporating the library and over 300 computers for student use.

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Software in 2002

Liveperson >softwareSoftware Software in 2006

>software

>company

>company

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Cost in 2002 (for full version)

Approximately $5000 AUD.Actual cost is $3750 USD.

Cost in 2006 (for ‘downgraded’ version)

Cost

Actual cost is $1188 USD.

Approximately $1598 AUD.

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Buttons and Branding

Original

Customised 2002

Branding

Customised 2006

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Marketing 2002

•Articles in Institute news •Mass emails to staff•Demonstrations in information literacy classes•Addition of LiveHelp button on website/databases•Competitions•Flyers

Marketing

Marketing 2006

All of the above +•Articles in student newspaper

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Staffing

Initially a centralised service based at the Chadstone campus.

•Service staffed from Information desk.

•All reference staff trained to use software.

Decentralised the service in June 2003.

•All branch reference staff trained to use software.

•All reference staff trained in conducting an online reference interview.

•We use transcripts to aid in staff training.

•Since conducting training, the quality of chat sessions has risen dramatically.

Staffing

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User Interface:Pre-chat survey

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User Interface:in the chatroom

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Staff Interface:in the chat room

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User Interface:canned responsesdatabase

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What are they asking us? EVERYTHING!

Questions

do you know where can i find information about family court pre-trial hearnig .

Hi, just wanted to know how I can renew my books over the internet.

 could you tell me how to access info on the correct way to write a bibliography on our holmesglen site please thankyou.

 i would like to know if i can access the k drive from home.

I have placed a hold on a book by Peter Reed, Strategic Marketing Planning, and I wanted to check if it was ready for me to pick up. Hello, I would like to know whether there is a book called "Death by Chocolate" in the library.

closing time at moorabin plz thanx.

am trying 2 check my result but it says password is invalid plz help me.

im trying to find newspaper articles from australia from late 1996,1997, is there a database I

can search? hello, i was just wondering if you have examples of some business assignments like past

assignments.hello...i want ur help  i hav my subject of Food nutrition  but may u plz tell me that i should search for subject or title.

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Total Chats 2002-2005

Statistics

Total Chats over 4.5 years is 3430

713

821

665608

370

0

100

200

300

400

500

600

700

800

900

2002 2003 2004 2005 2006

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Statistics

Average number of chats per month 2002-2006

Average over the 4.5 years is 61.5 chats per month

59.4

68.4

55.450.6

74

0

10

20

30

40

50

60

70

80

2002 2003 2004 2005 2006

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Wait time (in minutes)

Average wait time is 0.58 seconds

Statistics

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Contact Time (in minutes)

Average contact time is 10 minutes, 50 seconds

Statistics

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Exit

Survey

How did you find this service?

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Was the information sent to you…Exit

Survey

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Were you using this service from…Exit

Survey

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Are you…Exit

Survey

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Would you like a copy of this chat transcript?Exit

Survey

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Did you find this service easy to use?Exit

Survey

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Any suggestions for further improvement?

G reat job!

C ant be better than th is

Perfect , rea lly helpfu l

"N o I w as very im pressed w ith how fast I got the in form ation I needed"

I couldn’t be lieve how quick the service w as. This service could not be im proved!

N o because its a lready too good to m e!

Exit

Survey

TRIG 2006

The Future?

•Develop service to be 24/7 (or close to).

•Interested in developing a collaborative service with a W.A. and N.Z. Institute to make the most of time differences.

The Future?

In 2002>

In 2006>

•Keep watching brief on potential developments.

•Maintain & improve the current service.

TRIG 2006

Contact

Contact

Nicole Phillips

eLearning Librarian

Holmesglen Institute of TAFE

(03) 9564 2032

nicolep@holmesglen.vic.edu.au