CSU LIVE/WEB REFEENCE TASK FORCE

REPORT TO COLD

February 2004

 

 

 

1. Use of 24/7 Reference 9-1-03 through 2-23-04 

 

• Total use:  5973 Sessions
• Busiest hours 10 a.m. to 5 p.m., followed by 6 p.m. to 10 p.m.
• Days in order of most activity: Tu, Mo, Wed, Thu, Fri, Sun, Sat
• Internal Queue Sessions (CSU to CSU):  991
• External Queue Sessions (CSU to non-CSU):  1073
• Librarians from non-CSU libraries responded to 3,904 CSU questions

 

2. CSU Active Participants (16, now 15)

 

            Bakersfield, Chico, Fullerton, Hayward, Humboldt (through 12/03), Long Beach, Los Angeles, Monterey Bay, Northridge, Pomona,  Sacramento, San Marcos, Stanislaus, San Diego, San Francisco, San Jose.

 

3. Task Force activities

 

            a. Video Conference, 20 CSU library sites with representatives from 22 campuses participating.   Purpose of video conference: an update on the current state of 24/7 Reference in the CSU; a software update from 24/7 Reference; and a question/answer session on technical issues based on questions from participants. 

            b.  List serv to share information and discussion

            c.  Intranet site to collect together common links regarding the service

            d.  Evaluation of transcripts --  criteria and evaluation form

e.  CSU Policy for service, including Privacy Policy ( accessible from Intranet Site)

 

4.  June Report to COLD to include:

 

            Input from all participating libraries

            Use Statistics

            Software evaluation

            Analysis of transcripts to assess quality of responses

            Categories of questions

            User satisfaction