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On-Site Chat Reference Service - iSchool Student - Julia Corrice

Indicators Beginning Developing Exemplary Data Source
Transactions 25 chat sessions per month 50 chat sessions per month 80 chat sessions per month QuestionPoint usage statistics
User Satisfaction (service) Visitors indicate mostly negative responses to questions about satisfaction with the service Visitors indicate mostly neutral responses to questions about satisfaction with the service Visitors indicate mostly positive responses to questions about satisfaction with the service Exit Surveys, Museum Customer Satisfaction Surveys
User Satisfaction
(museum experience)
There is a negative correlation among visitors between use of the service and an overall satisfying museum experience There is no correlation among visitors between use of the service and an overall satisfyingmuseum experience There is a positive correlation among visitors between use of the service and an overall satisfying museum experience Museum Customer Satisfaction Surveys, Interviews
Technology Less than 25% of reference transactions are incomplete due to broken sessions Less than 15% of reference transactions are incomplete due to broken sessions Less than 5% of reference transactions are incomplete due to broken sessions Chat Reference Transaction Statistics and Transcripts
Library Visitation There is little to no increase in library visitation among museum visitors There is a 10% increase in library visitation among museum visitors There is a 20% increase in library visitation among museum visitors Museum Customer Satisfaction Surveys, Follow-up Surveys, Library Introduction Cards
Visitor use of library resources There is little to no increase in use of library resources among museum visitors There is a 15% increase in use of library resources among museum visitors There is a 25% increase in use of library resources among museum visitors Museum Customer Satisfaction Surveys, Follow-up Surveys