Chat, social media & online technologies - Interacting with library users online

NUS LIBRARIES’ EXPERIENCE

Based on slides by Georgiana Glass

Aaron TayLibrarian

NUS Librariesaarontay@nus.edu.sg

Digital Out-reach & Information Literacy

Webex & Webcast

Live Chat Service

Breeze/Flash/Videos

Chat on Main page

http://libfaq.nus.edu.sg/

Libraryh3lp web chat

• Web-based chat

• Support of IM networks like Gtalk, MSN, Yahoo etc

• Allows Multiple operators

• Allows “queues of operators” tied to specific chat boxes

• Transfer between chat operators

• Allows “fall-back” queues.

• Chat logging, exchange of files

• No support of video calls, screensharing etc

Chat on FAQ

http://libfaq.nus.edu.sg/

Others LibGuides

http://mlib.nus.edu.sg

Personalised LibGuides

http://libguides.nus.edu.sg/bma5112

Chat transactions

Number of chat transactions per month

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.

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 database19:57 aarontay: which one?19:57 aarontay: I can send you directly.. in some cases19:57 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 Direct19:58 aarontay: Science direct.. not a problem.. hold on19:59 aarontay: http://www.sciencedirect.com.libproxy1.nus.edu.sg/

Improve FAQs & Guides

Find article?

02:31 User : i need to get an article02:31 Librarian : You have the title?02:31 User : Five years of insight into the World's Most Admired Companies02:31 User : Stark, MelvynJournal of Organizational Excellence, Dec 01, 200202:33 Librarian : Okay let me show you how to find a known article02:33 Librarian: For this, you do not use the articles tab. .that is for general search when you don't know the article title

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

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 "modality for help" means in this context.. channels?(15:39:32) User : lolx...yeah. as in counselling, tool to identify those at risk.

Transferring

Transfering chat I

17:11 User : can check where I can get papers written about singtel and optus merger17:12 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/73282717:14 Librarian II: hello17:15 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

Transfer chat II

17:36 Librarian II : ok here is your search...17:36 Librarian II : try this17:37 Librarian II : (singtel or singapore telecommunications) and optus and (merger* or consolidat*)17:37 Librarian II : use the same search for factiva17:37 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 "regionalization"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.

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 librarian01:09 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 floor01:13 Librarian : hello?01:16 Librarian : hi, are you still there?

WebEX

1.Major use – EndNote X4 Training – Lecture style

2.Conducted 23 Sept – 131 total signups, 81 unique attendees

3.Handling questions – 3 assistants set as panelists to answer questions sent via Q&A function, text chat and mikes muted.

Web-ex vs Webcast

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%

Facebook & Twitter: in-depth look

• Reaching out to users• Amplification of news• Collecting ideas• Interacting with users

Started : 14 Feb 2011

Reach : 1,900 Likes

Page impressions : >500,000 (up to Oct 2011)

Facebookhttp://www.facebook.com/nuslibraries

Started : June 2009

Reach : 800 followers

http://www.twitter.com/nuslibraries

Twitter

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

Students amplify news on Twitter

Direct Feedback on Twitter

Direct Feedback on Facebook

Questions on Twitter

Types of feedback on Social Media

1. keywords – NUS Lib OR Library OR Libraries OR

Librarian

Indirect Feedback

2. proximity (within certain radius of Library)

For more see recorded Library 2.011 talk http://bit.ly/twitterscan

Twitter Scans for

& use of Google Alerts, videos, blogs & general pages

• LIVE tweets picked up by scanning• Our response: tweeting

workarounds– Eg. while the front page did not work,

one could still go directly to our library catalogue and access electronic resources

Breaking Events

Library Website Server Issues

• Proactive scanning = Delighted users

• Information picked up in LIVE twitter scan

• Video picked up in Google Alert

Breaking Events

Burst Water Pipe In Library

Breaking Events

Students at play.. Captured with Twitter scanning & Google Alerts

Indirect Compliments

Compliments on how we engage our users on

Twitter

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

nus library OR lib OR Libraries OR database OR databases OR journal OR journals -pokernunus -worldnunus

• 2,273(100%)*- May 2010 to Oct 2011 • 508 (22%) - Foursquare related• 249 (11%) - Negative feedback• 220 (10%) - False positives• 143 (6%) - From NUS Libraries• 121 (5%) - Retweets• 120 (5%) - Compliments• 119 (5%) - Help needed• 30 (1.3%) - Rule breaking• 856 (37%) - Events, descriptive etc

* Does not sum to 100%

Statistics

For more see recorded Library 2.011 talk http://bit.ly/twitterscan

Level of commitment

Commitment

Challenges

• Things constantly in-flux, survival of each social network is uncertain

• Policies of interaction• Social networking etiquette • TRAINING

Thank you

• Aaron TayLibrarian

NUS Librariesaarontay@nus.edu.sg