1. Live chat in de boekentoren
Ken je klant! Studiedag over gebruikersonderzoek en communicatie
27 mei 2014
paul.bastijns@ugent.be

2. “Digital reference (or virtual reference) is a service by which
a library reference service is conducted online, and the
reference transaction is a computer-mediated communication.
It is the remote, computer-mediated delivery of reference
information provided by library professionals to users who
cannot access or do not want face-to-face communication.”
(Wikipedia: http://en.wikipedia.org/wiki/Virtual_reference)

3. Virtual Reference Services (VRS)
Asynchroon
• Email
• Web formulieren
• SMS
• …
Synchroon
• Chat of instant messaging (IM)
• Skype
• …

4. Figure 1 Type of VRS for 100 academic library web sites.
A Survey and Empirical Study of Virtual Reference Service in Academic Libraries
Xiangming Mu , Alexandra Dimitroff , Jeanette Jordan , Natalie Burclaff
The Journal of Academic Librarianship, Volume 37, Issue 2, 2011, 120 - 129

5. Services for Academic Libraries in the New Era
D-Lib Magazine vol 17, nr. 7/8 2011
http://www.dlib.org/dlib/july11/gerolimos/07gerolimos.html

6. Bron: Library Success: A Best Practices Wiki.
http://www.libsuccess.org/index.php?title=Libraries_Using_IM_Reference

7. A Usability Evaluation of Academic Virtual Reference Service.
Chow, Anthony S. & Croxton, Rebecca A. College & Research Libraries. May 2014

8. bruikleenbalie

9. infobalie

10. Chat reference: opties
Commerciële
applicaties (CRM)
• Questionpoint
• Tutor
• …
Instant
messaging (IM)
• MSN Messenger
• Yahoo chat
• Google Talk
• …
Multiprotocol IM
& Chat widget
• MeeboMe
• Libraryh3lp
• …

14. Libraryh3lp.com
• Geïntegreerd chat/IM/SMS platform
• Gebaseerd op open standaarden als XMPP (Jabber)
• Geen installaties nodig
• Meer dan één operator voor dezelfde queue
• Chats transfereren naar collega’s
• Chat transcripts worden bewaard
• Statistieken en rapport module

16. Libraryh3lp admin

17. Libraryh3lp chat widget

18. Pidgin client infobalie

20. Infobalie cijfers (okt. 2012 – dec. 2013)
Mail 2642 52%
Balie 1844 36%
Chat 256 5%
Telefoon 385 7%

21. Libraryh3lp cijfers