There's nothing very helpful about a presentation that focuses only on the great and successful aspects of something. This presentation covers the good features of a service, but also acknowledges where there is room for improvement. I hope that discussing the challenges faced in providing this reference chat service help others thinking about providing a similar service.
In summary, although we have some things to work on the service is generally valued by our customers.
The slides are those used at the Unconference at Queensland State Library last week, but the audio was recorded afterwards. So for those who were there, it's not verbatim. It's also a little bit longer. The audio recording was made using a Creative Zen x-fi (mp3 player). I need to figure out the best distance between me and the microphone - excuse the occasional microphone noises.
Wondering what pecha kucha is? Check out this article on Wikipedia.