AskMN Chat Widget Usage and Point of Need

In February of this year, we unveiled the redesigned AskMN website. The new website is responsively designed for any device allowing users a seamless entry point to the AskMN statewide virtual reference service. With the redesign came a change from using the static chat form to the responsive chat widget, or Qwidget, as QuestionPoint has named it. Minitex first began using the Qwidget on the ELM statewide portal, elm4you.org, in July 2011. It was a year later that the Qwidget was added to certain databases via the ELM portal. In October 2012, 68% of our chats sessions were coming in via the chat form and 32% of patrons were using the Qwidget to ask their question. By the same time the following year, October 2013, the numbers had completely reversed: 32% of patrons were using the chat form to ask a question and 68% of patrons were using the Qwidget to ask their questions. The Qwidget was clearly the preferred choice of access to the AskMN service for patrons. Since the launch of the redesigned website, there is another interesting trend coming to light. For the three months following the redesign, more users have accessed the service via Qwidgets within the ELM portal databases than the askmn.org or elm4you.org websites combined. In March, 58% of users came into the AskMN service via an ELM database Qwidget whereas only 42% came in via a webpage. In April, 67% of users came in via an ELM database with only 33% accessing the service via a webpage. This data highlights the importance of meeting users at their point of need. Searching for information within a database is a place of great need for many users. Having a chat widget in those databases can help users with whatever issue they may be facing. However, there are many other places users can run into stumbling blocks and questions within the resources of a library’s online presence. A chat widget is easy enough to add to any webpage, online catalog, and most databases. A good way to know where to place a widget would be to look at your web traffic and match the widget with your most visited webpages. Another way would be to review the types of questions your users are asking. That may indicate if there is a need for more visible help options on certain webpages or within resources. Having a link to a help service on your website can increase usage. However, the visibility of a chat widget has shown to be a more effective tool. Interested in placing a chat widget within your databases? Contact me at pfahl001@umn.edu to get started.