Comments on: “Combining IM and Vendor-based Chat: A Report from the Frontlines of an Integrated Service.” http://www.walkingpaper.org/363 A library design consultancy, shop and blog by Aaron Schmidt Thu, 09 Feb 2012 23:25:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Kathleen http://www.walkingpaper.org/363/comment-page-1#comment-7700 Kathleen Mon, 13 Nov 2006 20:51:29 +0000 http://www.walkingpaper.org/363#comment-7700 The article will answer some of your questions. Although we didn't tell the cost of the software. (~2000/yr) . ROI in strict dollars is not as high. For instance we helped 222 patrons through chat in October. But the article gives our reasons for continuing, at least for now, with chat. For one, it really is a different audience for us. ROI perhaps different for us than for many other libraries becasue we staff VR from the public service desks. It is staff that would be at the desk anyway, as we did not add any staff when we started the service, just shuffled around when they worked to cover peak times better. (Although we need to add some staff now.) The article will answer some of your questions. Although we didn’t tell the cost of the software. (~2000/yr) .

ROI in strict dollars is not as high. For instance we helped 222 patrons through chat in October. But the article gives our reasons for continuing, at least for now, with chat. For one, it really is a different audience for us.

ROI perhaps different for us than for many other libraries becasue we staff VR from the public service desks. It is staff that would be at the desk anyway, as we did not add any staff when we started the service, just shuffled around when they worked to cover peak times better. (Although we need to add some staff now.)

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