In Your Face: Our Experience With Proactive Chat Reference

Reference at our academic library, following an interval of protracted decline, recently went through a renaissance period following the evolution of our chat reference service. This change was brought about by a desire to more actively capture today’s digitally native students. Academic libraries have previously sought to increase usage of their reference services by a variety of methods, including physically roving through the library or offering satellite locations. In an attempt to mirror that approach in an online environment, we implemented a proactive chat widget that allowed us to “e-rove” to students throughout our library’s website and catalog. Our previous chat implementation was passive in nature, requiring students to seek out help, often prior to searching. This meant that students would need to seek out the chat button in order to use the service. The redesign of chat reference included a proactive widget that popped-up, getting the users attention and encouraging them to chat with a librarian. The transition to a proactive approach resulted in a staggering increase in the number of chats that occured. This dramatic increase resulted in both positive and negative effects for students and librarians alike. The philosophy of reference at our academic library calls upon librarians to treat each reference interaction as an instructional opportunity. A hallmark of outstanding customer service is the anticipation of patron needs, and actively offering assistance. The increase in chat volume often called into question our ability to provide adequate patron instruction and quality service. Our presentation will discuss the successes and challenges brought on by this change from a passive chat service to a proactive one. We will discuss topics such as: the quality (READ Scale) of chat reference questions that occured during this evolution, how the volume increase impacted librarian responsibilities and how the library reacted to each of these events. In an age where many academic libraries are seeing a decline in reference services, chat reference brings this service to the 21st century at lightning speed. By fine tuning their own chat references services, libraries can make research even more relevant for today’s student

Temperature effects on fish production across a natural thermal gradient

Global warming is widely predicted to reduce the biomass production of top predators, or even result in species loss. Several exceptions to this expectation have been identified, however, and it is vital that we understand the underlying mechanisms if we are to improve our ability to predict future trends. Here, we used a natural warming experiment in Iceland and quantitative theoretical predictions to investigate the success of brown trout as top predators across a stream temperature gradient (4–25 °C). Brown trout are at the northern limit of their geographic distribution in this system, with ambient stream temperatures below their optimum for maximal growth, and above it in the warmest streams. A five‐month mark‐recapture study revealed that population abundance, biomass, growth rate, and production of trout all increased with stream temperature. We identified two mechanisms that contributed to these responses: (1) trout became more selective in their diet as stream temperature increased, feeding higher in the food web and increasing in trophic position; and (2) trophic transfer through the food web was more efficient in the warmer streams. We found little evidence to support a third potential mechanism: that external subsidies would play a more important role in the diet of trout with increasing stream temperature. Resource availability was also amplified through the trophic levels with warming, as predicted by metabolic theory in nutrient‐replete systems. These results highlight circumstances in which top predators can thrive in warmer environments and contribute to our knowledge of warming impacts on natural communities and ecosystem functioning

In Your Face: Our Experience With Proactive Chat Reference

Reference at our academic library, following an interval of protracted decline, recently went through a renaissance period following the evolution of our chat reference service. This change was brought about by a desire to more actively capture today’s digitally native students. Academic libraries have previously sought to increase usage of their reference services by a variety of methods, including physically roving through the library or offering satellite locations. In an attempt to mirror that approach in an online environment, we implemented a proactive chat widget that allowed us to “e-rove” to students throughout our library’s website and catalog. Our previous chat implementation was passive in nature, requiring students to seek out help, often prior to searching. This meant that students would need to seek out the chat button in order to use the service. The redesign of chat reference included a proactive widget that popped-up, getting the users attention and encouraging them to chat with a librarian. The transition to a proactive approach resulted in a staggering increase in the number of chats that occured. This dramatic increase resulted in both positive and negative effects for students and librarians alike. The philosophy of reference at our academic library calls upon librarians to treat each reference interaction as an instructional opportunity. A hallmark of outstanding customer service is the anticipation of patron needs, and actively offering assistance. The increase in chat volume often called into question our ability to provide adequate patron instruction and quality service. Our presentation will discuss the successes and challenges brought on by this change from a passive chat service to a proactive one. We will discuss topics such as: the quality (READ Scale) of chat reference questions that occured during this evolution, how the volume increase impacted librarian responsibilities and how the library reacted to each of these events. In an age where many academic libraries are seeing a decline in reference services, chat reference brings this service to the 21st century at lightning speed. By fine tuning their own chat references services, libraries can make research even more relevant for today’s student