CSU Live/Web Reference Task Force

Report to the CSU Council of Library Deans/Directors

June 2004

 

The CSU Live/Web Reference Task Force has completed its third year of work on an all-hours 24/7 live reference service for CSU students.   During our first year we investigated web contact center products and services available for libraries and decided on a pilot project to compare two different services, MCLS 24/7 Reference ( now 24/7 Reference) and Convey.  The second year we carried out the pilot project with the help of 9 CSU libraries.  Subsequently COLD decided to fund a site license to the 24/7 Reference consortium for 2003-2004, and the task force facilitated the implementation of live reference service in participating CSU libraries.    This report notes task force activities for 2003-2004 and provide statistics on use.   It includes the results of a "typical week" survey of questions and responses, and shares our collective experiences with 24/7 Reference.

 

I. Task Force Activities for Fiscal Year 2003-2004

 

• Video Conference.  Representatives from 22 libraries participated at 20 CSU videoconference sites.  The videoconference provided the following: an update on the current state of the 24/7 Reference project in the CSU; a software update from 24/7 Reference; and a question/answer session on technical issues based on questions submitted in advance by participants.  Minutes of the teleconference were sent out on the listserv. 
• Listserv.   LiveRef@calstate.edu   The listserv was created to share information and discussion.  All participating CSU librarians have been added to the list
• Intranet site  http://www-rohan.sdsu.edu/~mstover/csu-24-7-links.html

This site provides important links, policies, schedules, list of participants, training information, marketing guidelines, etc.,  to assist librarians participating in the  CSU 24/7 Reference service.

• Created question categories and criteria for evaluating quality of responses to questions
• Prepared Reports to COLD on progress:  November 2003, February 2004,  May 2004.

 

2. Participation in 24/7 Reference Service  

   15 CSU libraries participated in 2003-2004: Bakersfield, Chico, Fullerton, Hayward, Long Beach, Los Angeles, Monterey Bay, Northridge, Pomona, Sacramento, San Diego, San Jose, San Louis Obispo, San Marcos, and Stanislaus.  The most common reason given by libraries for not participating is lack of sufficient staffing.  Our contract requires that each library staff the service 4 hours/week in exchange for 24/7 coverage.  Some libraries staff more hours.

 

3.  Update on the 24/7 Reference Service

 

Software

    The software has continued to improve and usually works very well.   The co-browse feature is still problematic some of the time.  Some libraries report problems with frozen browsers and dropped patrons, and some find that the co-browse feature seems to exaggerate these problems. In May 2004 24/7 Reference implemented the Academic Overflow category that allows CSU libraries (and other participating consortiums) first chance at answering questions from their own IP address. The result is a de facto CSU-only service.  On occasion more CSU students are requesting assistance than there are CSU librarians to respond.  If that occurs, 24/7 paid reference staff or another academic library responds to the question/s.    

 

Consortium Services and Training

            24/7 Reference consortium currently operates in the US, Canada, and Australia. It has approximately 300 libraries in its public and academic cooperatives and another 50 or so libraries outside the cooperative.  The service provides an extensive website with helpful/essential links to information that supports librarians providing the service.  The site also provides transcripts and cumulated statistics on patterns of use.   The support personal is accessible and usually prompt in their responses to questions or problems.

 

Selected CSU Librarian Comments:

 

• Our overall opinion of the 24/7 service remains very positive and we plan to continue our participation -- Hayward
• Our overall impression is very positive and we plan to market the service-- Los Angeles
• The software interface has evolved and decreased some  of the frustrations and anxieties associated with providing reference service online -- Long Beach
• Overall the software and service has improved in the 2 years we've used it. When it works correctly, it is an effective and powerful method of providing reference service  -- Monterey Bay
• The software is very good, the technical support and training staff are wonderful, and the overall service is excellent -- San Diego.
• Overall this is the best software of the three chat service we have tried.  Any problems were with co-browsing -- Chico
• We'd like the software to work with a broader range of settings. Overall, we are enthusiastic about this new format for reference service, but the software still needs improvement -- Sacramento
• Co-browse does not function consistently. Difficult to teach in this format. Has potential, but not as effective right now as standard reference options -- Stanislaus.

 

3. CSU Overview Statistics   August 15, 2003 through May 24, 2004

• Total Number of contacts, excluding test sessions: 7993 (compare 2019 for same period in 02-03)
• Busiest days:   Monday and Tuesday
• Busiest hours: 9 am to 10 pm
• Internal sessions (CSU to CSU):  1562
• External sessions (CSU to non-CSU):  1693
• Non-CSU Librarians responded to 6,675 CSU questions
• Survey Statistics (based on 1804 surveys):

• 74.5 % are college students
• 78%  are first-time users
• 74% report that they are very likely to use the service again
• 91% responded that the service is easy to use
• 72% found the service on a library web site
• 86% report that the quality library staff responding was excellent or good

 

 

 

 

4. Results of Typical Week Question survey

The Task Force requested that each participating CSU library chose a typical week and analyze questions sent from their IP address based on the criteria established by the Task Force.   This table presents cumulative data from participating libraries on quality of answers, use of appropriate resources including campus resources, and who answered the question.  Total number of questions analyzed: 279.

 

Answer Appropriate					Resources Appropriate			Campus Resources Referenced			Answered Question:
1 (Yes)	2	3	4	5 (No)	Yes	Partial	No	Yes	Partial	No	CSU	Academic	Public
134	53	32	13	18	162	55	18	159	35	34	65	126	70
54%	21%	13%	5%	7%	69%	23%	8%	70%	15%	15%	25%	48%	27%

 

All questions were also categorized by type. 

 

QUESTION CATEGORIES
Reference	Quick Look-up	Known Item	Services Policies	Technical
149	22	42	38	27
47%	7%	13%	12%	9%

 

 

5. Recommendations

 

 The Task Force recommends that COLD continue to support the 24/7 Reference Service.  Use of this service is growing and participating librarians are becoming more expert in answering questions in this format.  The Task Force could focus in 2004-2005 on the following issues:

 

• Encouraging more CSU libraries to participate
• Marketing the service
• Additional training opportunities
• Organizing a videoconference in the Fall to update the CSU on service and software issues

and to seek input on marketing and other issues

           

           

 

 

Kathleen Dunn

Chair, CSU Live/Web Reference Task Force

5-25-2004