PROTOCOL FOR CSU LIVE/WEB REFERENCE PILOT LIBRARIES

 

DRAFT 1.2

 

 

Thank you for participating in the CSU Live/Web Reference Pilot Project, 2002-2003.   We are testing several factors during the pilot that are important elements in planning for a future CSU-wide live/web reference service.

 

 We request that each pilot library keep records and report twice during the pilot on the factors detailed below.  Report due dates and additional instructions will be sent to participants in Fall 2002. 

 

 

1. Testing the Product (See attached form):

 

Þ      Service/product stability

Þ      Functionality of product features

Þ      Access to campus site licensed databases

Þ      Compatibility with WebCT, Blackboard and other instructional applications

Þ      Statistics and transcripts-report generating, administrative reports and issues

Þ      Compatibility with Pharos

 

2.  Training and Support

 

Þ      Vendor provided

o        effectiveness

o        time required

Þ      In house

o        type of training provided

o        time invested

 

3.  Service Models

 

Þ      Hours of service

Þ      Scheduling both in-house and with other test libraries

Þ      Policies

 

4. Marketing

           

Þ      Advertising/PR strategies

Þ      Perceived effectiveness of each marketing strategy

Þ      Links on Home and Course Pages

           

5. Use and User Satisfaction  

           

Þ      User satisfaction

Each library decides how to collect data

Þ      Usage

Report statistics available from the software

 

6.  Staffing Issues

 

Þ      Staff acceptance

Þ      Workload issues