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Powered by Web 2. These exciting developments challenged the roomw attitudes of colleagues world wide. As archivists, we were stepping outside our comfort zones, or letting the general public step inside ours. Currently we find ourselves at the next turning point: entering a stage in which our websites no longer merely offer convenient ways for researchers to prepare for their research at home, before they head for reading rooms.

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This data include gathered anonymised metadata and hergogenbosch user engagement statistics to enable us to analyse effectiveness of live video services within the session timeline and afterwards s hertogenbosch chat rooms may include: of viewers, of chats, and of likes. BHIC archivists nowadays make use of the forum in a way they could not have imagined before, having become comfortable hertogenboach forwarding reference questions to the forum community, where its users are able to answer more questions, a lot faster.

So in all efforts of digitizing everything, archivists are overlooking the one thing valued most by our users: themselves. They use personal attention for their digital customers as their unique selling point.

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In the Netherlands an education and research project started in which students, teachers and archivists explore virtual research environments from different angles. Its personal nature, human-to-human interaction, hertogengosch made the forum one of the biggest traffic attractions of BHIC website. Currently BHIC provides two of such services: chat and forum. Powered by Web 2.

The best services of archives have always been personal attention and support of users. Not the most advanced tool one can imagine, however many of the most active online communities use forums as their platform.

These exciting developments challenged the former attitudes of colleagues world wide. Although seemingly simple, forums provide powerful many-to-many reference tools, in which archivists hertogennosch researchers collaborate. With that said, we reached a point where we lost eye on the majority of users of archives, simply because these users hertogenbosdh gradually been moving away from visiting reading rooms, going online.

Your answer may not be the first or last, and may certainly not be the best for this question.

Christian van der ven, getting personal: shifting from traditional to digital services without losing our human (inter)face

Where chat is a digital alternative for the traditional reference desk, forums add mutual research assistance… and a virtual coffee table too! Their trust in the community, and loss of control over some of their work processes, left archivists with the benefit of spare time, now available for reference requests which require their specific knowledge and skills. Of course, services like chat and forum have hertogenboach share of influence on the work of reference archivists at BHIC.

Most of all, each question gets the best, and fastest, personal attention possible, provided by either an archivist or another member of the online community. The legal basis for this processing is 1 a contractual need, i.

All three aspects are missing in virtual reading rooms. Chat has been provided from onwards, service is from PM on weekdays in correspondence to the time frame during which our website is attracting most traffic. Since personal attention can not be automated, as archivists we need to chay ways of providing personal support through virtual research environments.

As archivists, we were stepping outside our comfort zones, or letting the general public step inside ours. It is amazing what a picture of a smiling archivist in the corner of the screen does to a website visitor. Amongst users, chat is one of the highest valued services provided by BHIC. hertohenbosch

The way users visit archives and do research at reading rooms or online has turned around between and Archivists act as moderators, monitor if questions get answers, keep in touch with active members, and jump on discussion thre where they can add value, for example because of their specific knowledge of collections or search strategies. In roo,s words: how can archives bring back the archivist behind an online reference desk?

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And we have not moved with them, other than with database records and scan images. The legal basis for this processing is a 1 contractual need to enable you actively participate in the live video session 2 legitimate interest, i.

Instead of being a natural authority in answering reference questions, for example on a forum, an archivist is now just one of the many other community members. In until mid September a total of 1.

Bertogenbosch even more exciting is providing service on forums. The legal basis for this processing is our legitimate interest, namely monitoring and improving our services.

No, websites have become one platforms for the actual research itself, with less need for location visits. Currently we dhat ourselves at the next turning point: entering a stage in which our websites no longer merely offer convenient ways for researchers to prepare for their research at home, before they head for reading rooms.