The Power of Proactivity: UOW Library's Successful Live Chat Implementation

ABSTRACT

Since 2016, UOW Library staff have been engaged in developing a culture of agility, strong digital literacy, and experimental exploration as part of the Future-Ready Library and the Thriving Digital Library strategies. This culture enabled the trial and implementation of a proactive chat widget at University of Wollongong Library prior to the COVID-19 pandemic. Qualitative and quantitative data show how valuable proactive chat was to the students and staff at UOW during a period of high uncertainty. Pro-active chat achieved the goal of equitable provision of resources to library users at a time when visitor and travel rules restricted physical access to UOW Library buildings and on-site staff. The pandemic has been declared over, however, UOW Library continues to utilise proactive chat and to build upon and expand its functionality. The lessons learned during the COVID-19 pandemic have shown that to withstand and succeed in the face of continued change to the provision of services in the GLAM sector, the attributes of agility and flexibility as well as strong and ongoing growth in digital literacy skills are vital.

KEYWORDS:

• Digital literacy
• digital transformation
• proactive chat
• academic libraries
• staff development

Disclosure Statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Cate Slater

Cate Slater joined the University of Wollongong Library in 2016, starting in the Client Services team before transitioning into her current role as a Learning and Engagement Librarian. She partners with academic staff to create digital learning objects that support students to develop their digital and information literacy skills. Her areas of interest include the student experience, digital learning and teaching and utilising technologies to deliver content to students.

Leanne Campbell

Leanne Campbell began working at the University of Wollongong Library in 2016 following completion of a Graduate Diploma of Library and Information Studies through Curtin University. After spending six years in the Client Services team, including as casual staff coordinator and team leader during the COVID-19 pandemic, she is now leading the Resources and Discovery team providing optimal access to UOW Library’s electronic resources.

Lara Duggan

Lara Anne Duggan worked at the University of Wollongong Library for over 27 years supporting researchers, academics, and students. While in the Client Services Team she was part of the three-person team that investigated, trialled and implemented the pro-active chat before and during the COVID-19 pandemic. She now works at the Graduate Research School, University of Wollongong, administering scholarships and progression.