I. Adjustments to the agenda (Cindy)
Add Round Robin to end.

II. Cost/Effort Matrix (Joan and Travis)

• Joan did not receive much feedback on the cost/effort matrix that she sent out via e-mail, so she brought it to the meeting for discussion.
• Cindy brought up a concern that e-mail management is not included in the matrix and that its absence makes it appear as an oversight. She suggested we estimate the cost so it doesn’t look like we forgot. Travis stated that e-mail is included but not under staff time, as staff time is unknown at this point. To address this, Joan will add an e-mail liaison under 2A and 2B on the matrix. In addition a footnote will be included to the effect of “Digital Reference Committee made conscious decision to exclude e-mail from the matrix.”
• Kim mentioned that the difficulty with librarians not having knowledge or access to databases at other libraries should be included as a negative under the options that include Maryland AskUsNow!. Joan mentioned that with Maryland AskUsNow! it is possible to use a PIN and have access to databases at other libraries. This may be an issue to discuss in the future.
• Joan asked if we need additional documents to include as background for IRS-T. Cindy said it wasn’t necessary at this point.
• Joan will make the following modifications to the matrix in addition to those noted above: (I) Ask a Librarian administration= 5 hours a week and (2C) this will be equivalent to what we are doing now or distributed.

III. Maryland AskUsNow! Liaison report (Joan)

• Maryland AskUsNow! is now offering training for a new software that they would like to have in place by Fall. There is a new login and password for QuestionPoint. Log in directly to QuestionPoint (questionpoint.org) not AskUsNow. In addition, there will be training on the new e-mail system. Joan sent around the e-mail with the dates for the training sessions. Although training can be done at your own desk, she has booked Mck2109 for two of the four dates. Each library needs to create a profile based on LC subject codes and expertise.
• There will be a joint contract with Maryland and Delaware for a price break.
• Joe mentioned that a few people have gotten suicide threats. Please let him know this occurs and he will investigate.
• The Library for the Blind is a part of the consortia and are using a software called InfoEyes.
• Joe is working on a new welcome screen to encourage appropriate patron behavior. At the meeting they discussed “when is the point for librarians to disconnect?”
• Notes to AskUsNow! volunteers: select academic and public; to give a more personal touch, librarians may change screen name to first name; if the patron disconnects before the end of the session, please finish the reference question as the patron will be e-mailed the transcript.

IV. Coaching and Best Practices for Chat (Cindy and Joan)

• At the IRS-T forum discussing chat, there was a clear need and desire for regular coaching/training sessions and sharing of best practices.
• Joan suggested putting this issue on the agendas of quarterly meetings of the Digital Reference committee or IRS-T. She stated that training meetings and best practices were valuable for developing new scripts. Scripts, especially those used for problem chat patrons, will ensure that we are giving the same response in times of crisis.
• Travis mentioned “brown bag” meetings to talk about chat that were held in earlier years. He also stated how sample transcripts (librarians’ names crossed out) were used to start discussion.
• Jenny said that it would be helpful to GAs and other students to have a basic training on sources. A handout posted on the web would also be helpful to refer to.
• Cindy stated that the issue of “instruction or answer the question” is carried over to digital reference as well. She asked how AskUsNow! handles it.
• Joan will put together an agenda for these training meetings. The committee agreed to have one in August and in early September. We will plan specifics at the next meeting.

• Cindy explained the staffing model. Staff are lumped into groups to provide opportunities to switch shifts. Evening and weekend hours are shared across all of Public Services staff/librarians.
• Joan addressed some disagreement she has with the model, saying it gives preference to McKeldin over branch libraries.

VI. Round Robin
Joan asked if the July 14th meeting could be moved to Shady Grove so that Niyati would not have to come to College Park. She will send the suggestion to the listserv.