UOIT’s Ask a Librarian staff recognized for service excellence

The University of Ontario Institute of Technology’s (UOIT) Ask a Librarian service received the Small but Mighty award at the recent Ontario Library Conference in Toronto, Ontario.

The Ask a Librarian service is a virtual reference service that connects students, faculty and researchers from participating libraries with real-time research assistance through chat. The award recognizes the contribution of staff hours above and beyond what the university’s size dictates, particularly their assistance during the difficult-to-staff evening and weekend shifts.

“Ask a Librarian has been an incredibly valuable addition to reference services in the Library,” said Stephanie Orfano, Social Science Librarian. “It has been an excellent learning opportunity for staff involved with the service, who serve students and faculty from 13 participating institutions.”

UOIT joined the Ask a Librarian service in July 2012. Six Social Science Library staff members and one librarian from the North Oshawa Library trained for two months before the service launched in September 2012.

Using LivePerson's online chat software, students and faculty can ask anything from simple inquiries to complex research questions. UOIT has a large commuter population; the library is now able to reach users who are not able to physically visit the library.

Statistics:

• About 75 per cent of UOIT questions received are from off-campus users.
• From September 2012 to February 2014, Ask a Librarian helped 558 UOIT students and faculty with their reference questions.
• The average wait time for a user to be serviced by an Ask a Librarian operator is 29 seconds.
• A typical chat lasts about 20 minutes.
• Eighty-nine per cent of UOIT users rated the service as providing “just the right amount of assistance.”

Ask a Librarian online chat hours:

Monday to Thursday: 10 a.m. to 10 p.m.
Friday: 10 a.m. to 5 p.m.
Weekends: Noon to 6 p.m.
Closed on statutory holidays