Hi all,
I read over the very helpful IM document Jean sent out this morning and just wanted to comment on her question on the last page about keeping transcripts. My opinion is that keeping transcripts of the interaction between user and librarian is important for evaluation and for training, and that we can strip any identifying information out of the transcript to ensure privacy. When I did online reference at UCI, our coordinator did this and it was helpful in training sessions to see how others handled questions differently. Also, from a website content management point of view, the transcripts could help us identify areas of our website that need changes, clarifications, reorganizations, etc. So, I would advocate for keeping this information.
Another idea for an assessment tool could be brief online surveys through SurveyMonkey or another online resource. At the end of the session, the librarian could send the link and the user could choose to do the survey or not. Another option could be to keep a list of emails of people who used the service (separate from their question) and then send a survey to them near the end of the semester.
My two cents!
Thanks,
Stephanie
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3 comments:
I agree with both of Stephanie's comments: Jean's document is quite helpful & keeping a transcript log will be informative.
Two questions:
1) Is it a running log, or does it overwrite periodically?
2) Should we set a time limit for keeping personal information associated with questions in case a patron writes back several times about a specific topic.
Two additional thoughts:
1) I'm assuming stripping identifying information from comments must be done manually. Who will do this?
2) Will we use a general name (e.g., "Ames librarian") or our own?
Thanks for your thoughts! They're greatly appreciated.
While I don't know everything about the transcripts feature (by a long shot), there is a site that may be of interest in this discussion: http://librarianinblack.typepad.com/librarianinblack/2006/09/chat_logs_for_m.html
I personally like Stephanie's idea concerning surverying students, but I have heard rumblings that the students may feel over-surveyed as it is. (?)
If we decide to maintain transcript logs, I would be happy to work with Brian and Suzanne in investigating the possibility of encrypting users' data for security reasons.
Finally, we will be using a generic name while working IM reference.
Keep the talk going!
hi,
i agree that keeping a transcript log, at least at first, could prove useful in training and learning from each other.
The LMT has some great ideas for promoting the service; i'm really curious to see how much use this will get and in what way students will use it (in the building, off-campus, from the dorm).
Lynda
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