The Undergraduate Library Experience Suchi Mohanty UNC Chapel Hill

1
The Undergraduate Library ExperienceSuchi
MohantyUNC Chapel Hill
2
The Beginning

• December 2000 Undergraduate Library closed for
  renovation
  
• August 2002 Reopened
• May 2003 IM Reference pilot project begins
• August 26, 2003, 651pm
• Student (65030 PM) who are you?
• undergradref (65043 PM) hi - i'm a librarian
  at the undergraduate library
  

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Why IM?

• Low traffic at the Desk
• Long lines at computer stations
• The students are using it
• November 22, 2005, 750pm
• Student (74850 PM) thank you SO much
• Student (74903 PM) you don't understnad how
  much this has helped me and will tonight

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Why IM?

• Mission Act as a test-bed for undergraduate
  teaching and learning initiatives.
  
• http//www.lib.unc.edu/house/history_and_mission.h
  tml
  
• Began with AOL soon expanded to Yahoo!, MSN, and
  Google Talk
  
• September 13, 2004, 210pm
• Student (22329 PM) i have to go now but thanks
  for your help. this undergradref thing was a
  
• good idea!

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How did we get started?

• Installed the AOL client on staff computers
• Linked to AIM Express on public computers
• November 30, 2004, 210pm
• Student (20029 PM) thank you SO MUCH
• Student (20034 PM) i really apprieciate your
  help
  
• Student (20043 PM) if you have a boss, tell
  them that you are awesome
  

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How do we staff IM?

• Monitored from the Reference Desk by librarians
  and SILS students
  
• Available any time the desk is open
• Can add extra staff working from home
• May 10, 2005, 315pm
• Student (31416 PM) undergradref....i sure am
  going to miss you this
  
• Summer
• undergradref (31434 PM) we'll still be here
  during summer session 1 and 2 if you need
  
• us-)

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What will we answer?

• In short Anything.
• We will attempt to answer all of your
  questions. In order to answer your questions
  fully, you may be asked to email the librarian or
  to schedule a research consultation
  (919-962-1355).
• September 7, 2004, 701pm
• Student (65111 PM) is there anywhere i can g
  to get some bricks
  

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What kind of questions do we get?
9
How many questions do we get?
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How do we evaluate for quality?

• Librarians read each transcript for accuracy and
  service quality
  
• Informal feedback from users and instructors
• November 2, 2004, 729pm
• Student (72903 PM) ok, duh, learned soemthign
  new!
  

11
How do staff feel?

• Campus libraries now IMing
• Davis (main)
• Science Libraries
• Planning
• Stone Center
• Law (Fall 2005)
• May 17, 2005, 159pm
• undergradref (13719 PM) I personally had never
  IMd to anyone (I am in my 60s), but all of our
  young staff were accustomed to it and we could
  see IM screens on the public computers. Ihave
  found it to be a delightful way to deliver
  reference service and it takes no time to learn.

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The Payoff

• May 5, 2005, 1132am
• Student (113236 AM) librarians are the best