Terry Beck, Sno-Isle Libraries (Wash.)
Charles Wu, UT San Antonio
Joel Thornton and Elaine Thornton, University of Arkansas
Slides available here: http://conferences.infotoday.com/documents/259/E304_Wu(1).pptx
Beck found that there weren’t a lot of local-specific questions in the middle of the night, so her service starts at 8 a.m. Also, switched services from the one most libraries in the state were using because it wasn’t working for them.
Wu did a lot of analysis on the dates and times questions came in.
The Thorntons did user testing to see what really worked for students on their chat web page.