LIBR 246-12: Web 2.0 and Social Networking Tools (Fall 2008)

I used AskNow and Google Talk for this exercise.  Here is the transcript of my commercial virtual reference tool experience:

[Librarian 22:32:24]: Librarian (24/7 Librarian)' has joined the session.
[Librarian 22:32:30]: hi grace
[Librarian 22:32:35]: My name is XXXX, and I'm a reference librarian with the QuestionPoint chat service. Your librarians have asked our librarians to staff this service when they are unavailable. I'm reading your question right now to see how I can help you...
[Librarian 22:32:39]: let me see if I can find that for you.
[Grace 22:33:12]: Thank you!!
[Librarian 22:33:26]: http://stats.doj.ca.gov/cjsc_stats/prof05/index.htm
[Librarian 22:33:31]: If the page doesn't come up on your screen, try copying & pasting the link to a new window.
[Librarian 22:33:35]: Please look through this while I get others started on their research. I'll check back in a couple of minutes to see how you're doing.
[Grace 22:33:50]: Okay, thank you!
[Librarian 22:33:52]: http://www.disastercenter.com/crime/cacrime.htm
[Librarian 22:33:57]: and here is another source
[Librarian 22:35:46]: do you see the info on your screen?
[Grace 22:36:22]: Yes.  Thank you so much for your prompt help!
[Librarian 22:36:34]: do you have any other questions for now?
[Grace 22:36:37]: This totally answers my question!
[Grace 22:37:06]: No, this is all for tonight.  Thanks again!
[Librarian 22:37:11]: thanks for logging in
[Librarian 22:37:12]: bye!
[Librarian 22:37:14]: Librarian ended chat session.

I was very impressed with the librarian who helped me.  He provided a great resource in just less than a minute.  Was it because he’s answered this question from a couple of you already?   In all seriousness, he was fast and efficient.  He provided two sources and also gave instructions on how to view the websites on the frame next to the chat box.  I also liked that he asked follow-up questions to make sure that I was satisfied with the session.  The alternative chat service via AOL Instant Messenger was also very good.  It did not have the helpful web frames that the librarian in my first session used to show me the resources he suggested, but it was more convenient.  I actually sent the IM from my phone and get a response there.  It is very convenient to use.

Both services have its advantages.  The best feature I liked about AskNow is its hours and availability.  I actually sent my question to the service around 10:30 p.m. the other night.  I was surprised when someone answered!  When I tried to find an IM reference service at the same time, I was unable to find anyone online.  I waited during business hours to compare the differences.  I chatted with two out of three libraries that uses IM.  The first one was public had me waiting longer than 5 minutes, so I IM’d another public library which never responded. The third library I IM’d was academic and the librarian answered instantly.  Maybe the public librarian on the chat service is too busy, but it is very discouraging to wait longer then 5-10 minutes for someone to respond.  There were no acknowledgements—it would have been nice if they cut and pasted a note that they’re away helping someone.