Librarians On Call: an instant messaging enquiry service for Open University distance learners

6067 2 2863 1 9006 document 2863 article85b.pdf application/pdf 77f9d2d8a0c271db93113dd2f4fea5d3 MD5 318039 2012-12-14 18:25:19 https://eprints.rclis.org/6067/1/article85b.pdf 6067 1 1 application/pdf en public

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http://eprints.org/relation/isVersionOf https://eprints.rclis.org/id/document/2863 http://eprints.org/relation/isVolatileVersionOf https://eprints.rclis.org/id/document/2863 http://eprints.org/relation/isIndexCodesVersionOf https://eprints.rclis.org/id/document/2863 archive 346 disk0/00/00/60/67 2005-03-15 2014-10-02 12:00:41 2012-12-14 18:25:19 journalp show Payne Georgina Perrott Michelle Librarians On Call: an instant messaging enquiry service for Open University distance learners pub GH GC Open University, distance learners, messaging enquiry service, Librarians On Call From March 4 – May 31 2002, The Open University Library piloted a new, instant messaging enquiry service for use by its distance learners, called Librarians On Call. The service enabled OU distance learners to remain online using electronic library resources, whilst also obtaining instant help from a librarian, without the need to disconnect from the internet to use the telephone. Student reaction to the service was overwhelmingly positive, and as a result the Open University has decided to continue the Librarians On Call service. Exit surveys conducted with students indicated students preferred the Librarians On Call service to both email and the telephone, and that they found the service both beneficial and easy to use. The article details the results of the pilot, and also discusses some of the practical issues encountered whilst setting up the service, such as software selection and staffing. 2003 British Library en FALSE GB- http://hdl.handle.net/10760/6067 public Library and Information Research 27 85 11-21 FALSE Alliance Library System. (2001). Ready for Reference: Academic Libraries Offer Live Web-based Reference: Final Narrative Report [online]. Illinois: Alliance Library System. Available from URL: http://www.alliancelibrarysystem.com/projects/readyref/FinalReport.doc [Accessed 30, October 2002] Broughton, K. (2001). Our Experiment in Online, Real-time Reference. Computers in Libraries [online], 21(4). Available from URL: http://www.infotoday.com/cilmag/apr01/broughton.htm [Accessed 30, October 2002] Granfield, D. (2002). A Digital Reference Service for a Digital Library: Chat Technology in a Remote Reference Service. McConnell Funding Project Final Report, May 2002 [online]. Toronto: Ryerson University. Available from URL: http://www.ryerson.ca/library/ask/McConnell.pdf [Accessed 30, October 2002] info:eu-repo/semantics/other