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#ALA13 #ALAFeast #VCULibraries
24 hour in-house
text service
How our secret ingredients led to
success
#ALA13 #ALAFeast #VCULibraries
Chat reference
• Implemented in-house chat reference
service in July 2012
• Staffed by librarians and paraprofessionals
in Research and Instructional Services
• Platform: LibraryH3lp
• Typical hours (M-T 11-10, F 11-6, Sun 6-10)
• Pretty successful
#ALA13 #ALAFeast #VCULibraries
Y not txt 2?
• Texting is wildly popular with college
students
• Same staffing, hours and platform as for our
chat service
• January and February usage stats: average
under 1 text message a day :-(
• Why not expand? It shouldn't be too difficult
(famous last words?)
#ALA13 #ALAFeast #VCULibraries
One secret ingredient
Staff in Circulation and Information
Services
• Have plenty of experience answering patron
questions
• Complex research questions could be
directed to librarians
• What's there to lose? (again, famous last
words)
#ALA13 #ALAFeast #VCULibraries
Secret ingredient #2
Promotional strategy
• No restrictions on the kind of questions
which could be asked and answered
• Advertised as a service for patrons inside
the library as well as outside
• PR campaign-apalooza
#ALA13 #ALAFeast #VCULibraries
Success! Look at our #s
• Started 24-hour text March 11, 2013
• 1400% increase
• Now average over 6 questions per day
• Worth it? Definitely -- 67% of questions are
sent outside our (more restricted) chat hours
#ALA13 #ALAFeast #VCULibraries
#ALA13 #ALAFeast #VCULibraries
#ALA13 #ALAFeast #VCULibraries
#ALA13 #ALAFeast #VCULibraries
kthxbai :o)
Teresa Doherty
mtdohert@vcu.edu
&
Bettina Peacemaker
bjpeacemaker@vcu.edu

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