One Need of the Learning Commons

The department called the Learning Commons is the main reference provider of the E.S. Bird Library. Many different reference services are provided at the library: such as in person, telephone, email, roving and instant messaging. The department is relatively new, and is currently in the midst of not only defining itself, but adding, reviewing, and assessing the various reference services it provides. The instant messaging reference service is a free and quick method for students to reach the library whether they are on or off of campus. They can also access it if they are sitting at tables throughout the library eliminating the need for them to get up and lose their study space.

The Need
The Library currently offers a method of reference service using Meebo (an instant messaging platform) for five days a week around six through eight hours a day. There have been roughly twenty separate instant message interactions per month. The web page to access the Meebo widget is fairly hidden, and seemingly unnoticed by most users of the Library's website.
The service should be better advertised so that it is evident to students, faculty, etc. (patrons) that it is a worthwhile and helpful service. Instant messaging reference statistics at Bird Library should be comparable to usage at other institutions.

Cost to meet & Cost to ignore & Various factors
Currently, providing instant messaging reference service using the Meebo platform is free. This comes with limitations. Chat logs are not keep for all interactions, eliminating the possibility of quality checking the reference service provided by the library staff. It also does not allow more than one staff member to be logged in providing reference service, so if it gets very busy, one person is left to carry the load and perhaps become overburdened with too many chats going on at a time. If the service were advertised in a better way, and became heavily used, an alternate instant messaging platform would have to be purchased. This need would depend on usage and popularity by the patrons, and can be seen with statistics. Since the service is currently underused, Meebo works fine and it's free! If it usage picks up then the library will have to purchase a platform that will allow more than one staff member to be logged in at a time. The cost for platforms that require fees range beyond three hundred dollars a year. With the library's finances being it's current dismal state, any costly expenditures will have to be justified. Front end analysis will help certainly help determine if the service is worthwhile. Staff training will also have to occur to ensure messages from patrons are being answered promptly and correctly. Evaluation will be a continuous process as statistics will have to be reviewed before, during and at the end of the year long trial period. High statistics will certainly prove instant messaging is a service worth investing funds into.