Questions? Ask Us!
Educate library users about online help resources
# research help chat service transactions
# online email service transactions
feedback for online research help services
Team WSU launched an online chat service in Spring 2017 to augment regular desk service and the online question form. It was a soft roll out and, unsurprisingly the usage was low because of a lack of marketing. Staff having acclimated to the new service, Team WSU used their WOMM project to create a marketing plan and promote online reference services.
"The Worcester State University community has access to information, anytime, anywhere." - Team WSU
Internal training in library meetings
Signage for reminders to log in to chat
Bookmarks to promote chat and other online library services
Better placement of services on the website
Mentioning online help tools in instruction sessions (especially in First Year Seminar classes)
Use of social media to inform patrons
More campus outreach via non-traditional methods (example, mentioning online services with student groups or at WSU events)
Our usage dramatically increased in the months after our bookmark campaign, but has once again decreased.
We will need to do some other kind of outreach, and we will consider getting the campus marketing department involved. In our next staff meeting, we will remind fellow library employees to promote the chat service consistently.
When working in an environment where the user population changes frequently (such as a college or university) it is important to maintain the high level of outreach that improved usage in the first place.