Document (#37211)

Author

Baudenbacher, N.
Maier, C.

Title

Auskunft rund um die Uhr : Zwei Jahre Chatbot-Erfahrung an der Universitäts- und Stadtbibliothek Köln

Source

BuB. 64(2012) H.3, S.229-232

Year

2012

Series

Lesesaal: Wissenschaftliche Bibliothek

Abstract

Mit dem Ziel einer nachhaltigen und zukunftsweisenden Verbesserung des Service- und Informationsangebotes, insbesondere für Studierende, setzt die Universitäts- und Stadtbibliothek Köln seit 2010 den Chatbot »Albot« ein. Albot ergänzt das Informationsangebot an Schulungen und Kursen sowie die bisher bereitgestellten virtuellen Informationsmaterialien in Form von Online-Tutorials und Videocasts. Nicht zuletzt soll auf längere Sicht auch die bibliothekarische Auskunft entlastet werden. Nach mehr als einem Jahr Routinebetrieb verdeutlichen die qualitative und quantitative Auswertung der Dialoge sowie eine Nutzerumfrage, dass der Chatbot rege genutzt und positiv bewertet wird. Dabei wird Albot vielfach anstelle der mit Personal besetzten Auskunft als komfortable orts- und zeitunabhängige Informationsquelle in Anspruch genommen. Dieses positive Ergebnis dient als Ausgangsbasis für weitere Überlegungen zum zielorientierten Einsatz virtueller Informationsinstrumente vor dem Hintergrund knapper werdender Personalressourcen.

Theme

Informationsdienstleistungen

Location

D
Köln

Area

Wissenschaftliche Bibliotheken

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