October 17-19 Monterey Marriott
Monterey, California
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Wednesday, October 19, 2016

E304 - Online Chat

2:30 p.m. - 3:15 p.m.
Terry Beck, Information Services Manager, Sno-Isle libraries
Charles Wu, Engineering and Business Librarian, University of Texas at San Antonio Libraries
Joel Thornton, Head, Research & Instruction Services, University of Arkansas Libraries
Elaine Thornton, Distance Education Librarian, University of Arkansas Libraries

This fast-paced session looks at how Sno-Isle Libraries evaluated email and chat reference, both the service and the software. Hear the results of product trials and the implementation and separation currently underway. Gather information about the Zopim Live Chat software program installed on Wu’s library website as a platform for our 24/7 reference service and how he enhanced the vendor software to provide more detailed data and statistics by using a wide range of Excel programing functions, converting raw data of online reference chat into meaningful statistics. Library management can now easily make data-driven decisions on chat staffing and scheduling. Final speakers discuss various strategies and tactics used to rebrand and implement a more impactful and personalized chat service designed to improve the user experience.

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