SUMMARY OF QUESTION AND ANSWER SESSION FOR MORNING SPEAKERS
Panelists: Susan
McGlammery (SM), MCLS
Kay Henshall (KH), Bay Area Reference Project
Mary Carol Lindbloom, (MCL), Alliance Library System
Q: How do the speakers see collaborating local live reference projects in relation to a national reference project?
SM: It could be a two-tier structure with local reference at the front-line and national subject experts providing back-up support. Technology is the issue as different libraries work on different servers. Last night Diane Kresh mentioned a “Standards Group” to work on protocols. Hopefully that would facilitate future local and national cooperation.
KH: Collaboration would happen naturally.
MCL: I am working to get additional types of Alliance Library System members into the program, and may seek partnerships with other systems in Illinois. We are also interested in forming partnerships with libraries in other time zones and exploring the Library of Congress’ collaborative project.
Q: Everyone seems to be talking about the LSSI product. Is it the only game in town? the best? Base on statistics, is 24/7 a realistic goal? Why not 18/7?
KH: The Bay Area Reference Project chose LSSI because we feel that the LSSI group understands libraries.
MCL: The Alliance participants thought LSSI was the best. As to low statistics at night, we could bring in libraries in Hawaii and Australia, who may be more willing to collaborate since we have documentation that the volume is indeed low.
SM: LSSI uses eGain software and they provide excellent support. The MCLS 24/7 Reference Project also uses eGain. We believe eGain is the best product currently. Libraries interested in the eGain product can get it through either MCLS or LSSI. But let’s not rule out the possibility of better software available in the future. Technology is a moving target and flexibility is important.
Q: How does LSSI base their fees on answering questions? Are users satisfied with questions answered by LSSI?
MCL: When we wrote the grant, the fee charged by LSSI was based on number of FTE’s served. There are other options now (e.g. buying blocks of questions). We created a survey to assess user satisfaction that will become part of the transcripts users received but we did not separate LSSI from the rest of the project.
Q: Who the LSSI people answering reference questions? Is there anyone who is using it for things other than reference, such as virtual classroom for BI?
KH: There is always one librarian on duty at LSSI. Links to WebCT and Blackboard are being discussed.
SM: MCLS libraries are using the software for internet classes.
Q: Have you contacted OCLC about their cooperative reference center?
SM: OCLC is partnering with LC to develop profiles of libraries and the Knowledge Base. Yes, we (MCLS 24/7 Project) talked to OCLC and we are in preliminary discussions for cooperation.
KH: OCLC and LSSI are working together on the Collaborative Digital Reference Service. Currently they are working on how to route calls and how to make live reference work at this scale.
Q: We would like to hear the problems.
MCL: The biggest problems are: 1) disconnecting users before reference answers are delivered; 2) retrieving information from proprietary databases.
KH: In a consortia, the hardest thing is getting participants to agree and move forward. And yes, using the proprietary databases.
SM: Same as KH. Also, dealing with libraries with different proxy serves and publicizing the service without a marketing expert.
Q: Can individual librarians create their own scripts?
KH: Both librarian and administrator can create scripts.
SM: In the customization that MCLS has done to the eGain product, there are three layers of scripts: System wide
Individual Library
Individual Librarian
Q: How do you assess the quality of the scripts?”
KH: Have a weekly review of all transcripts and an update to the librarians noting the positive things that are happening as well as the things they can improve on.
MCL: Have not done any assessment.
SM: Reviewed on an ongoing basis by library staff.
Q: Do you have statistics for repeat users?
MCL: No. The software can pull reports on individual users.
KH and SM: We have not done any statistics so far, but a report is easily created with this criteria.
Q: Do you think the scripts should be more “chatty”?
KH: We have composed six different scripts to hold the user’s interest while they wait.
MCL: We try to respond as frequently as possible.
SM: This is also a training issue. Librarians need to be proactive in keeping touch with the user.
Q: How do you handle patron authentication?
KH: Currently we use zip codes. We may use Ezproxy in the future.
SM: IP authentication is being discussed. Librarians can get more information about the user during the chat.
MCL: No authentication at this point. It will be issue for the future.