By Aaron Tay As content become increasingly available online through ebooks and ejournals, and our users shift to online methods of searching , communication and interaction, the library needs to evolve to handle these new behavioral patterns. This talk will describe how NUS Libraries is engaging users online using online chat reference services, social media platforms like Facebook and Twitter. NUS Libraries is also embracing the elearning and has experimented with a variety of tools and services such as Webex, Breeze as well as videos created using Flash or Camtasia. With the wealth of tools & services available, which are the right tools? What are users preferences with regards to say online chat reference versus physical chat reference? Attending lectures live online vs. in person? Do users really want or expect to obtain help online versus chat for long research and difficult questions?

1. Chat, social media & online technologies - Interacting with library users online NUS LIBRARIES’ EXPERIENCE Based on slides by Georgiana Glass Aaron Tay Librarian NUS Libraries [email_address]

2. Digital Out-reach & Information Literacy Webex & Webcast Live Chat Service Breeze/Flash/Videos

3. Chat on Main page http://libfaq.nus.edu.sg/

5. Chat on FAQ http://libfaq.nus.edu.sg/

6. Others LibGuides http://mlib.nus.edu.sg

7. Personalised LibGuides http://libguides.nus.edu.sg/bma5112

8. Chat transactions Number of chat transactions per month

9. I really like this service. Kudos to NUS libraries! “ this chatting stuff quite cool actually ..didnt expect u to reply heh” Nope, that's all. This instant chat thing is really good and handy Will I be able to chat with them like this or only meet in person? (when directed to the appropriate RT for indepth help) yup. thanks a lot for your time. once again, this chat thing is ... truly amazing . most people would be too lazy to speak with a lib in person. doubt even the better financially endowed university libraries have such a provision.

10. Troubleshooting 19:56 User : Hi, is there any problem with the lib mainpage. cannot get in.....:( 19:56 aarontay : Yes. We are aware. Working on it. 19:56 aarontay : What are you trying to do? 19:56 User : I wanted to go the journal database 19:57 aarontay : which one? 19:57 aarontay : I can send you directly.. in some cases 19:57 aarontay : Or looking for specific article? 19:58 User : I need to browse myself for my research project; too many for you to download. Science Direct 19:58 aarontay : Science direct.. not a problem.. hold on 19:59 aarontay : http://www.sciencedirect.com.libproxy1.nus.edu.sg/

11. Improve FAQs & Guides

12. Find article? 02:31 User : i need to get an article 02:31 Librarian : You have the title? 02:31 User : Five years of insight into the World's Most Admired Companies 02:31 User : Stark, MelvynJournal of Organizational Excellence, Dec 01, 2002 02:33 Librarian : Okay let me show you how to find a known article 02:33 Librarian : For this, you do not use the articles tab. .that is for general search when you don't know the article title

13. Statistics question 14:52 User : I work at <censored> 14:52 User : and we are doing a Project on <censored> 14:52 User : I want Data on <censored>in Asia.we require by age, gender 14:53 User : and we want it to be as old as possible , are there any online resources on Lib that I should refer to? 14:53 Librarian : what do you mean by as old as possible? 14:53 User : that if the data begins from 1990's

14. Chat transactions 10:56 User : Dear Librarian, I have a question. I need to classify high education such as polytechnic, college, university, etc. What criteria / term should I use? 10:56 aarontay : Hi. Welcome to NUS Libraries. How can i help? 10:57 aarontay : Hmm. I need more context What is this classification for? 10:57 aarontay : For example in the US they make distinctions between community colleges and academic universities. 11:10 User : This is for a report to be submitted in the international journal

15. Difficult question (15:30:21) User : hello, i need to find information suicide depression in singapore (15:30:27) Librarian : sorry? (15:30:28) User : are the options availbale to find the info (15:30:49) Librarian : You need to find information on suicide or depression in singapore? (15:33:58) Librarian : I need to know at what level you are approaching this.. writing an assignment? thesis? (15:36:20) User : okay sorry for the lack of info, am a second yr student in nursing, doing assignment on mental health problems in singapore. the focus is the severity of the problem in singapore and the available modality for help (15:37:16) Librarian : Hmm. I'm not super familiar with the literature here. But let me try :) (15:38:05) Librarian : You tried Pubmed? (15:38:09) User : ah. thnk u so much. because there is seriously scant resource on nursing in singapore (15:38:39) Librarian : BTW i'm not even sure what &quot;modality for help&quot; means in this context.. channels? (15:39:32) User : lolx...yeah. as in counselling, tool to identify those at risk.

16. Transferring

17. Transfering chat I 17:11 User : can check where I can get papers written about singtel and optus merger 17:12 Librarian : Yes. Give me a sec. I transfer your call to the Business librarian. 17:13 User this is a transfer, please see: https://libraryh3lp.com/queues/libguide1/calls/guest694820@libraryh3lp.com/732827 17:14 Librarian II : hello 17:15 Librarian II : did you say you wanted to know abt the singtel and optus merger? newspaper articles? 17:16 User : yes and some research paper as well

18. Transfer chat II 17:36 Librarian II : ok here is your search... 17:36 Librarian II : try this 17:37 Librarian II : (singtel or singapore telecommunications) and optus and (merger* or consolidat*) 17:37 Librarian II : use the same search for factiva 17:37 Librarian II : I will look at your scopus article now... 17:40 Librarian II . we don't have the journal in which the article is published. 17:42 Librarian II : looking at the abstract - you could possibly glean similar info from perhaps a newspaper article another keyword to add is &quot;regionalization&quot; 17:44 Librarian II : so your search could be..regionalization and telecommunication* 17:46 Librarian II : speaking of research papers…check this out... 17:46 Librarian II : it is written by our lecturers.

19. Unwillingess 00:45 User : May I ask of you have any material on steps to emergent coding (research anaylsis) <AFTER VALIANT EFFORT BY LIBRARIAN WHO IS UNFAMILAR WITH CONTENT ANALYSIS TO ASSIST> 01:09 Librarian : hmmm....i think you might want to get assistance from the resource librarian 01:09 Librarian : would you like me to make an appt for you? 01:10 Librarian : or you can just drop by the central library's information desk on the 5th floor 01:13 Librarian : hello? 01:16 Librarian : hi, are you still there?

21. Web-ex vs Webcast

22. Web-ex vs Webcast Web-ex Webcast Date 23 Sept 2011 22 Sept 2011 Topic EndNote X4 Endnote X4 Attended “live” 131 total logins Post-views 337 161 Rated Good or Excellent 95%

25. Facebook Started : 14 Feb 2011 Reach : 1,900 Likes Page impressions : >500,000 (up to Oct 2011) http://www.facebook.com/nuslibraries

26. Twitter Started : June 2009 Reach : 800 followers http://www.twitter.com/nuslibraries

27. Reaching out to users : Pushing news alerts to Facebook and Twitter

28. Students amplify news on Twitter

29. Direct Feedback on Twitter Direct Feedback on Facebook

30. Questions on Twitter

31. Types of feedback on Social Media

35. Breaking Events Students at play.. Captured with Twitter scanning & Google Alerts

36. Indirect Compliments

37. Compliments on how we engage our users on Twitter

38. I wasn’t expecting a reply at all, but shortly after tweet, I got a reply from NUS Libraries’ official Twitter account! I must say I was pleasantly surprised. Compliments on how we engage our users on Twitter

40. Level of commitment Commitment

42. Thank you Aaron Tay Librarian NUS Libraries [email_address]