I am unimpressed with the Virginia Beach Public Library's attempt at providing IM reference. It's too hard to find, the response time is pathetically slow, and no one seems to use it anyway.
Just getting to the Meebo interface is an excercise in futility. From the City's main site, one first needs to find the link to the library's site then click on "Ask the Library" to get to the page. So, where's the link? Is it under "Online Services"? Nope. Despite being an online service, IM referece only appears under "Learning". You can skip the first agonizing step by jumping directly to the library's main page, conveniently listed on each library card. Still, having to click on anything from the main page to get to the IM reference page is an unnecessary step.
I never got a response when I tried to use IM reference. Not even a "afk brb". I mean, c'mon. Ten minutes is plenty of time to reply, considering I was able to find accurate information on Wikipedia within thirty seconds. I know the info was on point because it was verified using other sources. All while waiting for VBPL IM REF to say anything. Later that day, the IM reference was shut down, despite being an hour or more before it was scheduled to close. Maybe they were being mobbed, but that's no excuse to not say "wait a minute" or "hang on" or "go away".
The branch where I work was deemed too small and understaffed and was excluded from the program, but talking to people from other buildings, I've learned that IM reference is pretty quiet. Not surprising, when one considers that it's only available 20 out of 168 hours in a given week. I have neither seen nor heard any advertising for the program, which might account for low traffic. Also, the page actually encourages people who need immediate assistance to call the library. Way to embrace the technology, kids.
If the Virginia Beach Public Library System expects any results from online reference using messenger programs, they need to start taking it seriously. As it is, the relative difficulty in finding the site and lack of response by reference staff will continue to be reflected in low participation by the public.
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2 comments:
I have to agree with the placement of the widget - and the publicity -I never saw any either! SIGH
Good points. Taking IM Reference seriously might entail boosting support and resources for it. Perhaps holding an IM retreat or mock session for participating staff. During non-public access time, let some staff pose as IM inquirers, and others as providers. Share feedback on the gaps and impressions; the result might be a more comprehensive toolkit, including an array of macros and clickable resources, as well as a more energized. fluent presence.
Question is, do we crook a little finger for the guests to trickle in while we're searching for a caterer, or do we shut it down until the larder is stocked and the mass invites are out?
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