Comments on: So maybe this is why no one uses our Skype Reference Service

By: Chad

Chad — Mon, 08 Nov 2010 17:18:29 +0000

Hi David, I don't have any pics, but there is a nice video of the setup at http://libraryvoice.com/general/monday-night-update-episode-5 . Thanks for stopping by!

By: David

David — Mon, 08 Nov 2010 16:31:35 +0000

Do you have any pictures of your Skype booth? I’d love to see them

By: Chad

Chad — Wed, 13 Jan 2010 18:15:31 +0000

@Michael Lindsay We did a pretty decent survey on library technology usage patterns for our students. The survey indicated that students would not use video calling to contact a librarian. However, we assumed the results could be premature, as Skype was still coming into its own. You can survey all you want, but with emerging technologies, sometimes you have to forge ahead and see what happens. Sometimes the risk pans out, like our IM/chat reference service, sometimes it doesn't work out like you thought it would. But that's the fun of trying something new and learning from the experience. Thanks for stopping by, Michael.

By: Chad

Chad — Wed, 13 Jan 2010 18:12:02 +0000

@ServerGoon I forgot to mention that with this project, I also learned a lot about working more effectively with other staff, including our awesome library technology staff.

By: Michael Lindsay

Michael Lindsay — Wed, 13 Jan 2010 17:42:29 +0000

Another good one. My library had text chat reference service but had discontinued it prior to my coming here; it just wasn’t being used. I wonder how much research has gone into communication patterns and how they vary with population.

By: Stephen Francoeur

Stephen Francoeur — Tue, 12 Jan 2010 21:27:59 +0000

Thanks for sharing your analysis of why the service didn’t seem to pan out at your school. It’s great too that you were able to find the silver lining in this experience as well and remind us of how much can be learned from “failure.” I hope that we can soon see in libraryland some more refined discussions of text message reference services, as right now we seem to be stuck solidly in the “peak of inflated expectations” phase (cf. Gartner hype cycle). I guess this means Skype reference is in the “trough of disillusionment” phase.

By: ServerGoon

ServerGoon — Tue, 12 Jan 2010 17:13:24 +0000

Good post Chad. I think you’re right, it’s not that they don’t use skype, they just don’t want that face2face, got to pay attention communication model with a librarian. On the brighter side of things, think about whether you would *want* to see the person on the other end…

And you’re right, the project didn’t cost much. Perhaps some whining and complaining on the technical staff end, but that’s just what we do.

–SG