Published using Google Docs
NCknows June 2014
Updated automatically every 5 minutes

NCknows June 2014 Monthly Report

Statistics

Monthly Activity

This Month:

1737 (coop and backup coverage) + 287  (libraries monitoring their own queues)

= 2024 transcripts + 1120 FAQ views this year

 

Last Month: 2062 (coop and backup coverage) + 258  (libraries monitoring their own queues)

= 2320 transcripts + 1018 FAQ views this year

 

This Month last year:  1393 (coop coverage) + 276 (libraries monitoring their own queues) = 1669

Check Your Own

There's been a few changes to the tool for individual statistics, http://ncknows.philblank.net/tools/LibStats.php

Not only does it have a new look, it also goes back to August 2011, when NCknows switched to the LibraryH3lp platform, and it shows activity on internal queues as well as on the shared, co-op staffed queue.

If there's anything else you'd like to see monthly statistics for on a regular basis, let me know and I'll see if I can't add it.

News and Comments

Surveys: Please take a moment to fill out an important staff survey here: https://www.surveymonkey.com/s/ncknowsstaffsurvey

This survey is part of an assessment being done by the State Library on how to improve the service. Your involvement is absolutely critical! Thank you.

Patron surveys related to the assessment are also live. Currently they can be accessed in two places- (1) the NCknows homepage (see picture) and (2) from a scripted “thanks” message accessible to all NCknows librarians. If you want to use the script, simply start typing “thanks” and the complete phrase will pop up. If for some reason the script is troublesome or you want to not use them, please end all sessions with this:

Thanks for using this service, please take a moment to fill out this survey: https://www.surveymonkey.com/s/ncknowsusersurvey

2014-07-22_0951.png

And here is the scripted message from the librarian side:

2014-07-22_1132.png

Proactive Chat: The big BIG news this month is the success of our proactive chat pilot. In its first full month of testing, the busiest queue in all of June was NC LIVE’s proactive chat queue. Keep in mind, this queue doesn’t even appear until 30 seconds after the patron gets to the page and it still outperformed the button link on the same page that shows up instantly! Whoa! Wow! Weee!

“Well,” I can hear you say, “This is because the proactive chat is a widget, not a button.” Nope! In this case, the proactive offer was a button as well, although you can offer it as a widget if you like.

“But Phil,” you insist, “We can’t offer it because we simply have no room on the home page.” Yes you can! The proactive chat doesn’t take up any room because it opens “on top” of your page.

“But don’t patrons find it annoying?” You exclaim. Well, we need more research on that, but the questions we get from this method seem to be substantial and serious, which leads me to believe that after browsing the page for 30 seconds, our patrons were relieved to be able to get some help for their very real info need.

Proactive basics: http://libraryh3lp.blogspot.com/2014/04/get-proactive-with-your-virtual.html

See the NC LIVE proactive chat (wait 30 seconds): http://nclive.org/

See the Orange County Public Library proactive chat (don’t forget to wait): http://www.co.orange.nc.us/library/

If you want proactive chat, contact ncknows@gmail.com

Admin Module: The Libraryh3lp Admin module, which you can use to review transcripts, get reports and update profiles, has been changed slightly. We will be redoing all of the help guides to those pages (currently at http://ncknows.org/staffncknows.html but for now, if you have specific questions, please contact ncknows@gmail.com . Many of the tasks are intuitive but don’t hesitate to contact us if you need any help at all.

Training Sites:  

Staff site: http://ncknows.org/staffncknows.html 

New webchat client: http://libraryh3lp.blogspot.com/2014/03/completely-revamped-webclient-now-in.html

New webchat training videos:

http://ask.libraryh3lp.com/questions/7050

Transcript of the Month

Here’s one hot off the nclive-proactive queue. In this case, Suvanida Duangudom from Wake Tech coincidentally connects with a Wake Tech patron who is using NC LIVE. Suvanida’s expertise has been well documented in these reports in the past, and she doesn’t fail to impress here. As usual, the best transcripts include help with access as well as searching (i.e., keyword suggestions) and discovery (i.e., use Ebsco). Suvanida says: Lately, I've noticed that there has been more traffic through the proactive chat - which I think is great.  I love how proactive chat is allowing librarians to assist patrons at their point of need.” Great work Suvanida! Suvanida.JPG

15:29 Patron I have to do a research paper for my class of psych and really i do not know where and how to start

15:30 wktechsd@libraryh3lp.com Hello! 15:30 wktechsd@libraryh3lp.com Which library do you usually use? Have you tried searching on NC LIVE yet?

15:30 Patron i know i need 3 sources, and one of them must show an experiment on video games and adoloescents

15:30 Patron wwps

15:31 Patron and waketech comm college

15:31 Patron but I do not know the password for this semester

15:31 wktechsd@libraryh3lp.com Okay, here is where you would start:

15:31 wktechsd@libraryh3lp.com http://www.waketech.edu/student-services/libraries/research-databases

15:32 wktechsd@libraryh3lp.com we don't have a password...you would use your Blackboard log-in to access any of the databases from off-campus

15:32 wktechsd@libraryh3lp.com you just need to link through the library web site

15:32 wktechsd@libraryh3lp.com see URL above

15:32 Patron ok I am right there

15:33 wktechsd@libraryh3lp.com Try starting with NC LIVE

15:33 wktechsd@libraryh3lp.com Once you are on the NC LIVE main page, you will see a Browse drop-down menu (top of page on blue toolbar)

15:34 wktechsd@libraryh3lp.com then click on A-Z Browse All

15:34 Patron ok

15:34 wktechsd@libraryh3lp.com you will then see EBSCOhost on the next page (middle column)

15:34 wktechsd@libraryh3lp.com I would start with EBSCOhost - since it covers a lot of subject areas including psychology

15:35 Patron ok

15:36 Patron I am there, I got it!

15:36 wktechsd@libraryh3lp.com Great! I just did a search in EBSCOhost - looks like there are plenty of relevant articles.

15:36 wktechsd@libraryh3lp.com Here is one I just found: Concentration, Reactive-Proactive Aggression, Non-verbal Aggression, and Wellness among Video Games Playing Adolescents.

15:37 Patron what key words did you use?

15:37 wktechsd@libraryh3lp.com not sure what kind of experiment - you're looking for, but I found this one:

15:37 wktechsd@libraryh3lp.com The impact of prolonged violent video-gaming on adolescent sleep: an experimental study.

15:38 wktechsd@libraryh3lp.com here are the keywords, I used: video and games and adolescents

15:38 wktechsd@libraryh3lp.com I limited the search to full-text and peer-reviewed

15:39 Patron I need something related that affect adolescents in behavior, development, cognition, etc

15:40 wktechsd@libraryh3lp.com the result list using the keywords I just mentioned turned up 997 articles

15:40 Patron I found it!

15:40 wktechsd@libraryh3lp.com you can use the specific terms you provided to narrow down the results....for example,

15:40 wktechsd@libraryh3lp.com you can do a search with the following keywords: video and games and adolescents and behavior

15:41 wktechsd@libraryh3lp.com this will result in fewer articles that talk about all the topics listed in your keyword search

15:41 wktechsd@libraryh3lp.com Great job!

15:42 Patron thanks so much!

15:43 wktechsd@libraryh3lp.com not sure what types of behavior you are looking for:

15:43 wktechsd@libraryh3lp.com Video-Games Do Not Negatively Impact Adolescent Academic Performance in Science, Mathematics or Reading.

15:43 wktechsd@libraryh3lp.com You're welcome.

15:43 Patron wow that is a good topic to contrast

15:43 Patron bye

15:43 wktechsd@libraryh3lp.com Have a great day!