Software Survey Results, February 2005

L-net session survey about software - results 2/28/05
Thanks for filling out this survey about what software features you used in your recent L‑net sessions. The survey is closed and here are the results.
During the week spanning February 22 and February 28, 2005, L‑net received 211 chat reference questions. 93 were covered by our partner libraries and 118 by Tutor.com. We asked Oregon librarians to fill out a brief survey (below) after each session. Surveys were received for 52 of the 93, 24.6% of all sessions or 55.9% of the Oregon librarian sessions.
This survey was intended to help identify what software features are necessary to deliver virtual reference service.

Your name and library
17 different librarians

What was the call ID of your session (see your transcript - e.g. call.001234.abcd)
52 different responses

Were you using Multiple Inbox?
yes: 32 (61.5%)
no: 20 (38.5%)
 

Were you working in Basic or Interact?
basic: 11 (21.1%)

interact: 39 (75%)

unknown: 2 (3.9%)

Was another patron connected (or did one attempt to connect) to L‑net during this session?
yes: 32 (61.5%)
no: 17 (32.7%)
unknown: 3 (5.8%)

Did you or the patron experience technical problems during this session?
yes: 12 (23.1%)
no: 39 (75%)
unknown: 1 (1.9%)

What software features did you use?
You, Librarian
The Patron

Typed and sent messages
52 (100%)
41 (78.8%)

Pushed or sent web pages
36 (69.2%)
3 (5.8%)

Pushed or sent pages from a library catalog
6 (11.5%)
1 (1.9%)

Pushed or sent pages from a database or other licensed resource.
7 (13.5%)
1 (1.9%)

Used a scripted message
44 (84.6%)
 

Used a bookmark
3 (5.8%)
 

Pointed with a red arrow (right click)
3 (5.8%)
2 (3.9%)

Referred the question to RefTracker
8 (15.4%)
 

Sent a document or image with Materials Sharing
0 (0.0%)
 

Comments:
Couldn't push pages. Couldn't see any pages on screen other than transcript. Big white blank. Patron couldn't receive anything except dialog
Couldn't push web pages, had to shift down to Basic to do that.
extremely busy time
Garbled or misconnected Web page--might have been a technical problem.
Had trouble when I cut-and-pasted web addresses and then tried to push them.
I kept getting items sent from patron -url's, that she didn't mean to send
I meant to forward this question to Eugene PL, but from the transcript, I don't think the referral happened. Could you send the question to RefTracker, marked for Eugene Public Library for me? Thanks much!
I sent the busy time message and the patron replied that he'd look forward to the email and disconnected before I had the opportunity to refer to RefTracker.
I think this patron was impressed and satisfied with the service, even though the delay in receiving each other's responses made our communication echo-y and kind of clumsy. Any way to fix this?
Never heard back from patron after initial question; can't tell if there was technical problem
Patron disconnected without interacting with me.
Patron disconnected. By accident? Patron then came in again on a different call
Patron hung up twice before coming online.
patron lost connection or disconnedted - not sure which.
Patron unresponsive
Patron wanted print material, not Web....
Showed as an Interact session, but no web page appeared (white window)
The Oregon Libraries on the Net website loaded, but I could not access Wilsonville's website.