Tips to improve patron survey response rates.
Recently I received the following question:
"Will you be breaking out statistics for institutional queue only use?"
Unfortunately, QuestionPoint's stats don't work that way. Institutional queues are quite well-integrated with the overall service. You can pull out stats for your institution alone, but it doesn't track how many come in when someone is logged into an institutional queue alone vs. their institutional queue plus the general queue, vs. other libraries logged into your queue as part of the general service.
Our exit surveys exhibit a wide range of preferences for formality levels. Many of our users write to tell us that they appreciate the approachable, informal tone that many AskAwayers take on during a chat. Some users want AAers to express more formality, while others complain that we're not casual enough.
The final version of the Advisory Committee meeting minutes from
September 23, 2013 is now available here:
Please contact the administrative centre if you have any questions or
UVic has a new website – http://www.uvic.ca/library
The site is pretty self-explanatory but please be aware that there may be some links that haven’t quite been fixed yet. The UVic policy page has been updated so all those links should work fine. If not, please contact Tracie Smith (firstname.lastname@example.org). One tip – searching the library website works really well if you’re stuck. We’re using it too as we get used to where everything went.
-Tracie Smith, UVic
Welcome, AskAwayers, to a new Fall term of virtual reference! Once again we'll have a new crop of students, and a new harvest of questions and chats.
New students are more and more accustomed to the chat and text environment, and they are increasingly likely to treat virtual reference like they do any other online interaction. This means employing a lot of informal language, including an ever-increasing vocabulary of acronyms and abbreviations.
A big factor in whether patrons make use of AskAway is patrons knowing about AskAway. And one great way to tell them about the service is through marketing.
Now is the time to start thinking about marketing plans for the coming term.