Friday, July 11, 2008

Individual Assignment - Tai Chung Man Jo

Download the powerpoint here.
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2 comments:

Four seasons said...

Comment from Lau Lai Yan, Edith of Four Seasons.

Very interesting topic! With the development of technology, different inquiry methods are introduced to let users know more about the libraries services.

Thus, the nature of the users’ questions are vary, a set of criteria on evaluating the effectiveness of that method need to be considered carefully for the answer of different communication channels are different. Let’s say the details of the answer of phone call or replying by email are different, sometimes it is difficult to check which one is better than others. Of course, the preference of users can take into account. May be research can have a comparison on same question asked by same person in different channels. Afterward, the users can record the procedure for the enquires and write down his/her feeling when using different kind of method.

July 13, 2008 at 8:17 PM
Four seasons said...

Hi Jo,

This is “fad”! Million of people use IM to stay connected nowadays. Students and the younger community have spent years using this. IM will certainly make reference service relevant to a new group of users, while serving existing users even better as libraries can cover a large geographic area communication by using IM rather than phone (perhaps in your survey, you can ask those library users using IM if this is the first time they have used the reference service). There is, however, much debate about how IM might affect productivity, librarians may be overwhelmed with questions when using IM, and staffing the late hours is difficult, can library provide IM reference 24 hours per day? IM is not going to replace phones and email, but it will be good to gain more statistics and feedback from the users so that librarians may implement strategies and structure to provide better service to their users.

Best,
Irene, NGAN Shuk Fun from Four Seasons

July 16, 2008 at 5:59 PM

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