AskAway Blog

February Statistics and User Feedback

February AskAway stats are now available on the AskAway site:

February form fields statistics are available on the AskAway site:
For 66% of February AskAway survey respondents, AskAway was the first library service they turned to, after trying to find information on their own. 6% of students stated that this was their first time using any library service.

To Log Out or Not to Log Out?

Here are a couple of tips related to logging out of QuestionPoint in different situations.

Situation #1: it's the end of your shift, but you would like to finish up one of your questions. You don't want to pick up any new sessions, or appear to be available for new sessions. Is there a way to log out of the queues without disconnecting with the patron you are helping?
Yes! It's quick and easy to de-select the queues while staying connected to your patron.

New Study on Accuracy in Chat Reference

This article, published in January, may be of interest:
Radford, M. L. & Connaway, L. S. (2013). Not dead yet! A longitudinal
study of query type and ready reference accuracy in live chat and IM
reference. Library & Information Science Research 35(1), 2-13.
Brief Description:
Longitudinal results compare 2004-2006 transcript sample to 2010 sample
and show that ready reference questions are holding at about 30% of all VR
questions (!) and that accuracy has made a significant rise to approx. 90%