Connecting with Remote Users Using 2.0 Widget and Knowledgebase Public

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 email. Other departments have adopted this communication model.

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