The calls were the same student coming back – once for stats on Canadian immigration, and the other for help accessing a specific article.
The database project is done! All the problems should now be listed on the Google Doc.
CJ, I was thinking a bit about your request for ideas on promoting Live Help. I think you have done a fantastic job already! Having a link to it on the side of every webpage and within many databases, it really does seem like there is a very accessible way to contact someone if a patron runs into trouble at any time. I wonder if, in the databases, instead of being redirected to the page that talks about the service, maybe linking right to a pop-up Meebo window so they can start chatting right away, and can keep their database window open. Also, asking my partner (a non-library geek) for his ideas on promoting it, he said that as an outsider, the logo at the side of the page appears as though the help is possibly only for questions or problems with the website, and not necessarily research help in general. Maybe under the Live Help logo we could put in small letters “for help with research, accessing articles, or anything else!”. He also suggested somehow separating the logo from the “New Books” section – perhaps with a line or a coloured background change – so that it stood out more. The only other idea I have is maybe a sign at the reference desk. Something like, “Tired of waiting to ask your question? A little shy asking it face-to-face? Then try asking it in an online chat with ‘Live Help’!” But like I said, I think you’ve done a great job promoting it already. I wonder if maybe some people just prefer using other methods for their questions.