Real time. Real people. Real info. Welcome everyone.

Get connected to info on any topic Find research confusing? Deadlines close? Need articles or research? Get connected to info on any topic If the ability to report on the impact of askON in your library is not important yet….it will be. Somebody, someday is going to come to you as the site coordinator and want to know what’s going on with askON> Soooo. The purpose of this training is to give you as site coordinators exposure to LIVEperson’s reporting module and demonstrate how to generate and download two of the common report types that will be of most interest to you and your administration. This are: - volume and traffic and the qualitative and quantitative information that is contained in the session transcripts. The reporting console, although easy to navigate and use is extensive with the ability to create and stor many custom reports. This presentation will not provide an in depth look at all the reporting capabilities or custom reporting. These can be explored by individual site coordinators based on the needs of their institutions. Today we are focusing on basic volume and traffic reports which can be generated for an entire sector (eg. public or academic) over a period of time, or for an institution (to see how many questions askON staff in particular library has responded to) in a given period. We will also look at how to generate, download and become familiar with askON’s stored transcripts. There is a great deal of information contained in the transcripts, which can be sorted and analysed in manyy different ways to answer many questions about the service and your library’s participation. We will focus today on demonstrating how transcript reporting can answer a few of the most basic How many customers came to askON from my library? What was their status (K-12, general public etc) What kinds of questions did they ask, and how can I evaluate the quality of the service they received? We will also spend some time today discussing askON staff and visitor privacy and get your commitment to maintain it by anonymizing transcripts before you share them with with staff for training purposes or management for administrative purposes. This includes removing references to the individual staff names, their library and day/time of shift as well as any references to individual names or contact information that may be in transcripts. Once we have your commitment, in the form of a signed confidentiality statement, to protecting visitor and staff privacy you will be given administrative rights to produce reports. All of you should have received the confidentiality statement…if not … it is in the askON staff portal under Tools>Site Coordinator tools

is here to help If the ability to report on the impact of askON in your library is not important yet….it will be. Somebody, someday is going to come to you as the site coordinator and want to know what’s going on with askON> Soooo. The purpose of this training is to give you as site coordinators exposure to LIVEperson’s reporting module and demonstrate how to generate and download two of the common report types that will be of most interest to you and your administration. This are: - volume and traffic and the qualitative and quantitative information that is contained in the session transcripts. The reporting console, although easy to navigate and use is extensive with the ability to create and stor many custom reports. This presentation will not provide an in depth look at all the reporting capabilities or custom reporting. These can be explored by individual site coordinators based on the needs of their institutions. Today we are focusing on basic volume and traffic reports which can be generated for an entire sector (eg. public or academic) over a period of time, or for an institution (to see how many questions askON staff in particular library has responded to) in a given period. We will also look at how to generate, download and become familiar with askON’s stored transcripts. There is a great deal of information contained in the transcripts, which can be sorted and analysed in manyy different ways to answer many questions about the service and your library’s participation. We will focus today on demonstrating how transcript reporting can answer a few of the most basic How many customers came to askON from my library? What was their status (K-12, general public etc) What kinds of questions did they ask, and how can I evaluate the quality of the service they received? We will also spend some time today discussing askON staff and visitor privacy and get your commitment to maintain it by anonymizing transcripts before you share them with with staff for training purposes or management for administrative purposes. This includes removing references to the individual staff names, their library and day/time of shift as well as any references to individual names or contact information that may be in transcripts. Once we have your commitment, in the form of a signed confidentiality statement, to protecting visitor and staff privacy you will be given administrative rights to produce reports. All of you should have received the confidentiality statement…if not … it is in the askON staff portal under Tools>Site Coordinator tools 3

Visit the library website and click on “Chat” in real-time with college library staff from your home, office, desk or residence Visit the library website and click on If the ability to report on the impact of askON in your library is not important yet….it will be. Somebody, someday is going to come to you as the site coordinator and want to know what’s going on with askON> Soooo. The purpose of this training is to give you as site coordinators exposure to LIVEperson’s reporting module and demonstrate how to generate and download two of the common report types that will be of most interest to you and your administration. This are: - volume and traffic and the qualitative and quantitative information that is contained in the session transcripts. The reporting console, although easy to navigate and use is extensive with the ability to create and stor many custom reports. This presentation will not provide an in depth look at all the reporting capabilities or custom reporting. These can be explored by individual site coordinators based on the needs of their institutions. Today we are focusing on basic volume and traffic reports which can be generated for an entire sector (eg. public or academic) over a period of time, or for an institution (to see how many questions askON staff in particular library has responded to) in a given period. We will also look at how to generate, download and become familiar with askON’s stored transcripts. There is a great deal of information contained in the transcripts, which can be sorted and analysed in manyy different ways to answer many questions about the service and your library’s participation. We will focus today on demonstrating how transcript reporting can answer a few of the most basic How many customers came to askON from my library? What was their status (K-12, general public etc) What kinds of questions did they ask, and how can I evaluate the quality of the service they received? We will also spend some time today discussing askON staff and visitor privacy and get your commitment to maintain it by anonymizing transcripts before you share them with with staff for training purposes or management for administrative purposes. This includes removing references to the individual staff names, their library and day/time of shift as well as any references to individual names or contact information that may be in transcripts. Once we have your commitment, in the form of a signed confidentiality statement, to protecting visitor and staff privacy you will be given administrative rights to produce reports. All of you should have received the confidentiality statement…if not … it is in the askON staff portal under Tools>Site Coordinator tools 4

Click on LIVE CHAT to chat with askON college staff.

have a real-time chat with askON staff from a college library receive active links to websites, sources or articles that help answer your question

complete a short survey and tell us how we did request a transcript of your chat with active links

askON is ready to help you Monday-Thursday 11:00am-10:00pm Friday - Sunday 11:00am-5:00pm When askON is closed. Send an email request to your library.

Get started today Visit the library website or www.askon.ca If the ability to report on the impact of askON in your library is not important yet….it will be. Somebody, someday is going to come to you as the site coordinator and want to know what’s going on with askON> Soooo. The purpose of this training is to give you as site coordinators exposure to LIVEperson’s reporting module and demonstrate how to generate and download two of the common report types that will be of most interest to you and your administration. This are: - volume and traffic and the qualitative and quantitative information that is contained in the session transcripts. The reporting console, although easy to navigate and use is extensive with the ability to create and stor many custom reports. This presentation will not provide an in depth look at all the reporting capabilities or custom reporting. These can be explored by individual site coordinators based on the needs of their institutions. Today we are focusing on basic volume and traffic reports which can be generated for an entire sector (eg. public or academic) over a period of time, or for an institution (to see how many questions askON staff in particular library has responded to) in a given period. We will also look at how to generate, download and become familiar with askON’s stored transcripts. There is a great deal of information contained in the transcripts, which can be sorted and analysed in manyy different ways to answer many questions about the service and your library’s participation. We will focus today on demonstrating how transcript reporting can answer a few of the most basic How many customers came to askON from my library? What was their status (K-12, general public etc) What kinds of questions did they ask, and how can I evaluate the quality of the service they received? We will also spend some time today discussing askON staff and visitor privacy and get your commitment to maintain it by anonymizing transcripts before you share them with with staff for training purposes or management for administrative purposes. This includes removing references to the individual staff names, their library and day/time of shift as well as any references to individual names or contact information that may be in transcripts. Once we have your commitment, in the form of a signed confidentiality statement, to protecting visitor and staff privacy you will be given administrative rights to produce reports. All of you should have received the confidentiality statement…if not … it is in the askON staff portal under Tools>Site Coordinator tools 9