1. Connecting with Remote Patrons Using 2.o Widget and Wiki
Health Sciences and Human Services Library, University of Maryland, Baltimore
Why use chat widget and knowledgebase?
Expand reference services to remote patrons.
Improve communications among reference staff.
Increase ease of answering ready reference inquiries.
What did we do?
Created Meebo account and embedded its widget on our Ask Us Page.
Staffed chat account during Reference Desk hours.
Developed a knowledgebase of ready reference questions using
MediaWiki.
Results
Reference Staff exposed to new technology.
Service expanded to upper floor computers and to remote patrons.
Knowledgebase facilitated quick answers to all reference transactions
including in person and .
Other departments have adopted this communication model.
Authors: Ryan Harris, Reference and Research Services Librarian,
Tierney Lyons, Head of Reference and Research Services
MLA Annual Meeting, Chicago, IL May