Zoomerang
Survey Results |
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CHAT REFERENCE SURVEY |
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Response Status: Completes |
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Filter: No filter applied |
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Aug 18, 2006 01:00 PM PST |
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Note:
Open ended responses are not displayed in Excel exports. |
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1. Does your library offer chat reference service? |
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Yes |
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13 |
81% |
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No |
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3 |
19% |
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Total |
16 |
100% |
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2. How long has the service been offered? |
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Less
than 6 months |
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0 |
0% |
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6
months – 1 year |
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2 |
20% |
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1-2
years |
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2 |
20% |
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More
than 2 years |
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6 |
60% |
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Total |
10 |
100% |
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3. Where on the library Web site is the link(s) to
the chat reference service? Check all that apply. |
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Top
level |
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7 |
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Second
level |
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4 |
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Third
level or lower |
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1 |
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4. What
software is or has been used for this service? |
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Top number is the count of
respondents selecting the option. Bottom % is percent of total respondents
selecting the option. |
1 |
2 |
3 |
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Currently |
Previously |
Considering |
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Ask a Librarian |
2 |
1 |
0 |
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67% |
33% |
0% |
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Docutek VRLplus |
2 |
0 |
1 |
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67% |
0% |
33% |
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LiveAssistance |
0 |
0 |
0 |
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0% |
0% |
0% |
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LivePerson |
0 |
0 |
0 |
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0% |
0% |
0% |
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OnDemand |
0 |
0 |
0 |
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0% |
0% |
0% |
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QuestionPoint 24/7 |
3 |
0 |
1 |
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75% |
0% |
25% |
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AOL Instant Messenger |
2 |
0 |
1 |
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67% |
0% |
33% |
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ICQ |
0 |
0 |
0 |
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0% |
0% |
0% |
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Microsoft Messenger |
6 |
0 |
1 |
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86% |
0% |
14% |
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Yahoo Messenger |
2 |
0 |
1 |
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67% |
0% |
33% |
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GAIM |
1 |
0 |
1 |
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50% |
0% |
50% |
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RAKIM |
0 |
0 |
1 |
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0% |
0% |
100% |
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5.
Please list any software currently being used or previously considered that
was not included in the previous list, if any. |
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3
Responses |
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6. What features led you to select the currently
used software? Check all that apply. |
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Accessible
via Web browser with no software required |
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8 |
100% |
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Push
page technology |
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5 |
63% |
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Co-browsing/Escorting |
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5 |
63% |
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Statistics/reports |
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5 |
63% |
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Automation
of frequently used resources (phrases, web page links, etc.) |
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3 |
38% |
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Price |
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6 |
75% |
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Works
with PCs, Macs, and other systems |
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2 |
25% |
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Alerts |
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0 |
0% |
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Voice
over IP |
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0 |
0% |
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Whiteboarding |
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0 |
0% |
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Other,
Please Specify |
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3 |
38% |
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7. Is the software hosted locally or on the
vendor’s server? |
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On the
vendor’s server |
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6 |
75% |
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Locally
loaded |
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2 |
25% |
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Other |
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0 |
0% |
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Total |
8 |
100% |
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8. Who staffs the service? Check all that apply. |
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General
reference librarians |
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9 |
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Subject
specialists |
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5 |
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Instruction
librarians |
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5 |
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Branch
library staff |
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2 |
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Other
support staff |
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6 |
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Graduate
student assistants |
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1 |
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Undergraduate
services specialists |
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0 |
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Technical
services staff |
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0 |
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Administrative
staff |
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1 |
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Web
specialists |
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0 |
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Systems
staff |
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1 |
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Undergraduate
student assistants |
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0 |
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Consortium
staff |
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2 |
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Other,
Please Specify |
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2 |
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9. How were staff selected to participate in the
service? Check all that apply. |
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Assigned
as part of reference assignment |
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7 |
88% |
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Volunteered |
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7 |
88% |
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Assigned
to new service in addition to ongoing assignments |
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3 |
38% |
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Assigned
to this service as primary responsibility |
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1 |
13% |
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Assigned
as part of instructional services |
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0 |
0% |
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Other,
Please Specify |
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0 |
0% |
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10. How
many hours per week does an individual typically staff the service? |
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10
Responses |
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11. Is your service schedule the same throughout
the year? |
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Yes |
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7 |
54% |
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No |
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6 |
46% |
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Total |
13 |
100% |
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12. Please indicate below when the chat service is
available to users. Check all that apply. |
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Monday |
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4 |
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Tuesday |
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4 |
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Wednesday |
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4 |
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Thursday |
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4 |
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Friday |
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4 |
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Saturday |
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1 |
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Sunday |
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1 |
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13.
Total hours per week: |
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4
Responses |
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14. During the Academic year, when is the service
available to users? |
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Monday |
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5 |
100% |
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Tuesday |
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5 |
100% |
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Wednesday |
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5 |
100% |
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Thursday |
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5 |
100% |
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Friday |
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5 |
100% |
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Saturday |
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2 |
40% |
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Sunday |
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3 |
60% |
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15.
During the Academic year, what is the total hours per week? |
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6
Responses |
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16. During the summer session, when is the service
available to users? |
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Monday |
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4 |
80% |
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Tuesday |
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4 |
80% |
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Wednesday |
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4 |
80% |
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Thursday |
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4 |
80% |
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Friday |
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3 |
60% |
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Saturday |
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0 |
0% |
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Sunday |
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0 |
0% |
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Not
Available |
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1 |
20% |
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17.
During the summer session, what is the total hours per week? |
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5
Responses |
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18. During intersession or holidays, when is the
service available to users? |
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Monday |
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1 |
20% |
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Tuesday |
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1 |
20% |
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Wednesday |
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1 |
20% |
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Thursday |
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1 |
20% |
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Friday |
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1 |
20% |
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Saturday |
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0 |
0% |
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Sunday |
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0 |
0% |
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Not
Available |
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4 |
80% |
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19.
During intersession or holidays, what is the total hours per week? |
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4
Responses |
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20. Has the schedule changed since the service
began? |
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Yes |
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4 |
40% |
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No |
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6 |
60% |
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Total |
10 |
100% |
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21. What is the title of the individual who
manages the day-to-day operations of the service? |
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Team |
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1 |
10% |
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Head of
Reference |
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2 |
20% |
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Head of
Electronic/Digital/Interactive Reference |
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0 |
0% |
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Other,
Please Specify |
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7 |
70% |
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Total |
10 |
100% |
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22. To whom does this individual or team report? |
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Director |
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1 |
10% |
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Assistant/Associate
Director |
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3 |
30% |
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Head of
Information/Public/User Services |
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1 |
10% |
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Head of
Reference |
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2 |
20% |
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Other,
Please Specify |
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3 |
30% |
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Total |
10 |
100% |
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23. Where does staff work while providing chat
reference service? Check all that apply. |
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In an
individual’s office |
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9 |
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At a
service desk computer, concurrent with desk service |
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3 |
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At home
or another location of the individual’s choice |
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1 |
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At a
location dedicated to the service |
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0 |
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Other -
Please explain. |
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0 |
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Other,
Please Specify |
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1 |
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24. How
important are the following skills for staff providing chat reference? Please
rate each skill on a scale of 1 to 5 with 1 being Not Important and 5 being
Most Important. |
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Top number is the count of
respondents selecting the option. Bottom % is percent of total respondents
selecting the option. |
1 |
2 |
3 |
4 |
5 |
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Not
Important |
Most Important |
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Reference interview skills |
0 |
0 |
1 |
2 |
7 |
10 |
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0% |
0% |
10% |
20% |
70% |
1 |
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Facility with Web-based
information resources |
0 |
0 |
0 |
5 |
5 |
10 |
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0% |
0% |
0% |
50% |
50% |
1 |
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Comfort with computers and ability
to use the software |
0 |
0 |
0 |
4 |
6 |
10 |
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0% |
0% |
0% |
40% |
60% |
1 |
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Ability to make good referrals |
0 |
2 |
1 |
3 |
4 |
10 |
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0% |
20% |
10% |
30% |
40% |
1 |
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Facility navigating the Web |
0 |
0 |
1 |
7 |
2 |
10 |
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0% |
0% |
10% |
70% |
20% |
1 |
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Familiarity with general reference
resources |
0 |
0 |
2 |
5 |
3 |
10 |
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0% |
0% |
20% |
50% |
30% |
1 |
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Teaching skills |
0 |
1 |
3 |
5 |
1 |
10 |
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0% |
10% |
30% |
50% |
10% |
1 |
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Familiarity with specialized
subject resources |
0 |
0 |
5 |
3 |
2 |
10 |
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0% |
0% |
50% |
30% |
20% |
1 |
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Keyboarding skills |
0 |
1 |
4 |
2 |
3 |
10 |
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0% |
10% |
40% |
20% |
30% |
1 |
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25. Did current staff require additional training? |
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Yes |
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10 |
100% |
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No |
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0 |
0% |
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Total |
10 |
100% |
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26. If current staff required additional training,
what training did they require? |
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Use of
the specific software |
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9 |
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Chat
technique (“Chattiquette”) |
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6 |
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Reference
sources |
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2 |
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Other,
Please Specify |
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2 |
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27. How has the chat reference service been
promoted to users? Check all that apply. |
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Highlighted
on library Web page |
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9 |
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Included
in library orientations and instruction |
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10 |
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Library
newsletter article(s) |
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7 |
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Articles
or news releases in local papers |
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3 |
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Flyers/Posters |
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6 |
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Correspondence
with users |
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6 |
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Bookmarks |
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4 |
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Course
management system |
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3 |
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Other,
Please Specify |
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2 |
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28. Who is eligible to use the service? Check all
that apply. |
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The
institution’s graduate students |
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5 |
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The
institution’s faculty |
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5 |
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The
institution’s undergraduates |
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5 |
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The
institution’s staff |
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5 |
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Anyone
from anywhere |
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8 |
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Members
of the local community |
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4 |
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Consortium
members |
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4 |
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Alumni |
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4 |
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Other,
Please Specify |
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0 |
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29. Who uses the service most? |
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The
institution’s graduate students |
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0 |
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The
institution’s faculty |
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0 |
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The
institution’s undergraduates |
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9 |
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The
institution’s staff |
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0 |
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Anyone
from anywhere |
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1 |
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Members
of the local community |
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0 |
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Consortium
members |
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0 |
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Alumni |
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0 |
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Other,
Please Specify |
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0 |
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Total |
9 |
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30. What
types of questions do users most frequently ask? On a scale of 1 to 5, where
1 equals Rarely and 5 equals Most Often, please rate how frequently each of
the following types of questions is asked. |
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Top number is the count of
respondents selecting the option. Bottom % is percent of total respondents
selecting the option. |
1 |
2 |
3 |
4 |
5 |
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Rarely |
Most Often |
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Questions about library services |
0 |
1 |
2 |
5 |
2 |
10 |
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0% |
10% |
20% |
50% |
20% |
1 |
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Questions about using
institution-held electronic resources |
0 |
0 |
0 |
5 |
5 |
10 |
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0% |
0% |
0% |
50% |
50% |
1 |
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Questions about library
collections |
0 |
1 |
4 |
4 |
1 |
10 |
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0% |
10% |
40% |
40% |
10% |
1 |
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Questions about connectivity
and/or access to online resources |
0 |
2 |
2 |
3 |
3 |
10 |
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0% |
20% |
20% |
30% |
30% |
1 |
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In-depth research questions |
0 |
4 |
1 |
4 |
1 |
10 |
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0% |
40% |
10% |
40% |
10% |
1 |
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Questions about using resources on
the Web |
2 |
2 |
2 |
2 |
2 |
10 |
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20% |
20% |
20% |
20% |
20% |
1 |
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Basic factual questions |
3 |
2 |
3 |
2 |
0 |
10 |
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30% |
20% |
30% |
20% |
0% |
1 |
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31. Have staff noticed people using this service
while in the library (instead of coming to traditional service desks)? |
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Yes |
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9 |
90% |
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No |
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1 |
10% |
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Total |
10 |
100% |
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32. What techniques are used to evaluate the
effectiveness of chat reference? Check all that apply. |
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Track
the number of transactions |
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8 |
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Ask
users to fill out a Web survey |
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5 |
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Conduct
focus groups |
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2 |
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Interview
users periodically |
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0 |
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Review
the chat transcripts |
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7 |
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Other,
Please Specify |
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2 |
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33. If the library tracks the number of chat
reference transactions, has the number of transactions changed since the
service began? |
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Questions
about library services |
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0 |
0% |
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Increased |
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7 |
70% |
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Decreased |
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0 |
0% |
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About
the same |
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3 |
30% |
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Total |
10 |
100% |
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34. If
there has been a change, to what do you attribute this change? |
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7
Responses |
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35. What
is your impression about the quality of your library’s chat reference
service relative to your expectations? On a scale of 1-9 where 1 is low and 9
is high, please rate the following: |
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The
minimum performance level you consider adequate for your library to achieve. |
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Top number is the count of
respondents selecting the option. Bottom % is percent of total respondents
selecting the option. |
1 |
2 |
3 |
4 |
5 |
6 |
7 |
8 |
9 |
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Low |
High |
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Ease of use of chat reference |
0 |
0 |
1 |
1 |
0 |
1 |
1 |
3 |
3 |
10 |
0% |
0% |
10% |
10% |
0% |
10% |
10% |
30% |
30% |
1 |
Number of service hours |
0 |
0 |
1 |
2 |
1 |
4 |
1 |
0 |
1 |
10 |
0% |
0% |
10% |
20% |
10% |
40% |
10% |
0% |
10% |
1 |
Accuracy of answers |
0 |
0 |
0 |
1 |
0 |
0 |
7 |
1 |
1 |
10 |
0% |
0% |
0% |
10% |
0% |
0% |
70% |
10% |
10% |
1 |
Evaluating the service |
0 |
0 |
0 |
1 |
0 |
4 |
3 |
0 |
0 |
8 |
0% |
0% |
0% |
13% |
0% |
50% |
38% |
0% |
0% |
1 |
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36. The
level of performance you desire from your library |
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Top number is the count of
respondents selecting the option. Bottom % is percent of total respondents
selecting the option. |
1 |
2 |
3 |
4 |
5 |
6 |
7 |
8 |
9 |
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Low |
High |
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Ease of use of chat reference |
0 |
0 |
0 |
0 |
0 |
0 |
1 |
3 |
6 |
10 |
0% |
0% |
0% |
0% |
0% |
0% |
10% |
30% |
60% |
1 |
Number of service hours |
0 |
0 |
0 |
0 |
0 |
0 |
3 |
3 |
4 |
10 |
0% |
0% |
0% |
0% |
0% |
0% |
30% |
30% |
40% |
1 |
Accuracy of answers |
0 |
0 |
0 |
0 |
0 |
0 |
2 |
2 |
6 |
10 |
0% |
0% |
0% |
0% |
0% |
0% |
20% |
20% |
60% |
1 |
Evaluating the service |
0 |
0 |
0 |
0 |
0 |
0 |
4 |
2 |
2 |
8 |
0% |
0% |
0% |
0% |
0% |
0% |
50% |
25% |
25% |
1 |
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37. Your
perception of your library’s actual performance level |
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Top number is the count of
respondents selecting the option. Bottom % is percent of total respondents
selecting the option. |
1 |
2 |
3 |
4 |
5 |
6 |
7 |
8 |
9 |
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Low |
High |
|
Ease of user of chat reference |
0 |
0 |
1 |
1 |
0 |
1 |
1 |
4 |
2 |
10 |
0% |
0% |
10% |
10% |
0% |
10% |
10% |
40% |
20% |
1 |
Number of service hours |
0 |
0 |
1 |
2 |
0 |
3 |
1 |
2 |
1 |
10 |
0% |
0% |
10% |
20% |
0% |
30% |
10% |
20% |
10% |
1 |
Accuracy of answers |
0 |
0 |
0 |
1 |
0 |
0 |
3 |
4 |
2 |
10 |
0% |
0% |
0% |
10% |
0% |
0% |
30% |
40% |
20% |
1 |
Evaluating the service |
0 |
0 |
0 |
1 |
0 |
3 |
4 |
0 |
0 |
8 |
0% |
0% |
0% |
10% |
0% |
30% |
40% |
0% |
0% |
0.8 |
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38.
Please submit any additional information regarding chat reference at your
institution that may assist us in accurately analyzing the results of this
survey. |
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2
Responses |
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