Managing Library Chat for Ultimate Service Outcomes and Staffing Efficiencies

Thursday, June 02, 2011 | 2:30PM–3:30PM | Grand Ballroom Foyer
Session Type: Professional Development
Libraries around the country are adding virtual chat to the list of reference services that they provide. Maximizing the impact and usefulness of this service while keeping costs reasonable can be a challenging balancing act for managers. This presentation will outline how one university recently reconfigured its chat delivery and the impact of those changes on service and cost. Usage statistics reveal trends such as when chat is most heavily used, what kinds of questions chat is used for, and where patrons access on- or off-site chat. This session will be of interest to any unit planning for or evaluating chat.

Presenters

  • Heather McCullough

    Director, Learning and Technology, University of North Carolina System Office

  • Bridgette Sanders

    Social Sciences Reference Librarian, University of North Carolina, Charlotte

Resources & Downloads

UNCCharlotte_LibraryChat.pptx
828 KB, Powerpoint Slides
Uploaded on 06/13/2011