New post at LibTechTalk
Recently, our library has been studying ways to improve the quality of our instant messaging reference service. While we’re thrilled the popularity of IM reference has continued to grow (according to our data, the number of questions we answered nearly quintupled during the two year period from 2008-2010!), increasing popularity can also lead to not-so-fun growing pains.
Once such instance is when, typically during evenings or weekends, our reference services are single-staffed. Juggling multiple in-person and virtual reference interactions can make it difficult for one person to provide prompt service, leading to frustrations from librarians and students alike.
As we have been looking for ways to alleviate such situations, I was happy to see LibraryH3lp debut their new Frequently Asked Questions (long-time readers might remember we discussed using LibraryH3lp to address previous IM conundrums). Although I’ve see other examples of FAQ’s on various libraries’ websites, LibraryH3lp makes it easy to…
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