MCLS 24/7 Reference Grant Project: building a cooperative web-based service
This project began with a grant awarded in September 1999. Originally they used webline software but then migrated to the LSSI version of the e-gain software. Susan elaborated on the functionality of the software including routing (by time or skill set), reporting, tracking of requests, transcripts and scripting (including canned messages). Susan spent the majority of the session showing a live demo of the project. Currently they are operating between 6 a.m. and midnight, Monday through Friday with slightly reduced hours on the weekends. They plan to be 24/7 by the summer.
They have found that not all questions can be answered live, in fact they get back to about 40% of digital reference patrons. A useful feature of the software is the ability to see previous sessions of the patron if they have asked questions before. Questions can be transferred to other libraries or subject specialists who are online by the use of resolution codes. They have looked into the issue of access to licensed databases, currently access to databases is provided during the session but after the session the patron would need authentication to return to the link. In terms of confidentiality they will expunge records upon request by the patron.
Susan also demonstrated the use of the software for training meetings or instruction sessions. A trainer can set up a meeting and then send the URL, password and time to log on to each participant. From February through April they answered approximately 2,500 questions. The next step for the project is to expand more into subject specialties, for example business, art etc.