Ms. Henshall’s presentation was entitled “The Golden Gateway Library Network’s Virtual Reference Project” and detailed the QandACafe sponsored by the Bay Area Reference Project, of which Henshall is project manager. The most valuable portion of Henshall’s presentation was her detailed, practical information regarding how the project evolved, how it was marketed, and how it is implemented.
The Golden Gateway Library Network (GGLN) is a consortium of mostly public libraries (and 2 CSUs) which covers 300 miles of California coastline. QandACafe is their live-chat, digital reference service that targets people that have either left the library for the Internet, or those that never came to the library in the first place. It is currently considered a pilot project. QandACafe has 120 librarians trained in the use of the LSSI version of eGain software. The eGain software offers a frames interface in which librarians and patrons “chat” using keyboards and librarians “push” web pages to the patrons. Participating libraries provide the network with 4 hours of service per week. QandACafe offers service Monday through Friday from 3:00-9:00 p.m. Henshall stressed that while their eventual goal is to provide 24/7 service, they “aren’t anywhere close to this yet.”
Henshall's main points centered on marketing and “making it [the service] hip for the users.” (Remember, their goal is to reach people who’ve left the library for the Internet or never came to the library in the first place.) She outlined the major steps taken prior to launching the service:
1) Choose the software – LSSI’s version of eGain
2) Train the librarians – 2 day hands-on training in both the software and advanced Internet searching and evaluation techniques.
3) Test the service – send out messages to library listservs asking for testers
4) Design graphics -- work with an outside design firm to build identity loge, website, and printed advertising materials
5) Prepare the service schedule – this can be a difficult process. 3 librarians per hours are scheduled using an Excel spreadsheet.
6) Start a listserv for participating librarians
7) Design a customer satisfaction survey
8) Market, market, market!
Henshall stressed that “just putting the technology out these is not enough. You have to be very diligent with your marketing.” She went on to state a recognizable logo is a must, along with a “hip” and useable web site and a PR kit for each participating library. The PR kit should contain sample press releases and key messages. She stated that communicating with the press can be your best marketing took and that article in newspaper dramatically increased usage statistics of their service.
Her presentation concluded with a demonstration of the service along with fielding questions from the audience. She also related humorous anecdotes regarding the hands-on use of the service, for example the one in which female librarians migrated from using their real names during the chat to using pseudonyms, then changing those pseudonyms to genderless names after receiving numerous “stalker” chat message from what seemed liked 13 year old boys.
Further information about this project can be found at the following web locations:
http://www.qandacafe.com or http://www.qandacafe.org
s
“QandQcafe pairs Internet speed, librarian Smarts”. By Truong Phuoc Khanh, SiliconValley.com: Inside the Tech Economy. Sunday, March 18, 2001.: Article highlighting the QandACafe. Kay Henshall quoted in article.
http://www.siliconvalley.com/docs/news/depth/search031901.htm
Summary prepared by Kristin Trefts, Meriam Library, California State University Chico