From Dateline February 27, 2003
Pilot Program Allows Real-Time
Chat With Librarian Via the Internet
by Gail Matsunaga
There's nothing worse than working from home
and not being able to access a particular database or find a certain
book through the Pollak Library's resources. Thanks to
Convey, a chat reference software program, students and faculty
and staff members can access real-time guidance or answers to questions
related to library information via the Internet.
From 2-7 p.m. Monday through Thursday, visitors to
the Pollak Library's Web page (http://library.fullerton.edu/) can
click on the “Ask a Librarian” link, then “Live
Help” and be connected to a university librarian who can walk
users through their searches - even temporarily “taking control,”with
permission, of their computers to show the process.
Convey is one of two programs - the other is 24/7
Reference - currently in the pilot stage at various CSU campuses.
San Diego State University also is testing Convey, while Cal Poly
Pomona, Cal State Bakersfield, Cal State Long Beach and San Jose
State are testing 24/7. Both programs will be evaluated by the end
of the semester, when it will be determined whether to institute
either of the programs systemwide.
The program also is on the computers in the library's
electronic resources area, in the Titan Lab and at the El Toro campus.
Additionally, students and faculty and staff members on computers
with audio capabilities can talk to librarians through their computers
during these sessions.
So, what are students asking? “They're trying
to get into a database, often the same kinds of questions we receive
in person,” replies Rosemary McGill, reference coordinator
and member of the CSU-wide task force that is evaluating the programs.
And at the end of the session - those that are text
chat - the program produces a transcript for the user, which could
come in handy as reference for a future database search.
According to McGill, Convey is such a new product
that no library in California had it until now.
The 24/7 program, on the other hand, has been in existence
longer and is in more libraries. Starting in the greater Los Angeles
area, 24/7 has grown throughout California public libraries and
colleges, and now includes several out-of-state libraries. Its biggest
advantage is that users can “talk” to a librarian 24
hours a day, seven days a week. However, it is limited to text chat
only.
Ideally, if the state-of-the-art Convey is adopted
system- wide, students will have access to library assistance around
the clock. And, says McGill, with 23 campuses, there's the possibility
of forming a consortium to staff it. A Fullerton student working
from home, for example, may get online assistance from a librarian
at Humboldt State.
o far, says McGill, students seem to like the service,
and the librarians involved enjoy this newest way to help users
navigate their way around the library's resources.
“Calls have increased this semester already
and, hopefully, as more students need help, they will give us a
try. We try to provide as many types of reference - telephone, e-mail,
etc. - vas students will use.”
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