Expanding VR Partnerships: the askON Pilot Project Sonny Banerjee and Diane Granfield, Ryerson University Adam Taves, York University TRY Libraries Conference, May 2008

Welcome and Outline  Historical notes  Implementation Process  Staffing  Software and Demo  Marketing and usage  Types of Questions  The future

Historical Notes VR comes to Canada Guelph, Ryerson and York begin stand- alone services in 2001/early 2002 Collaboration (OCVRP) begins Fall 2002 Adventures in software and the dissolution of OCVRP York and Ryerson continue to collaborate Collaborative lessons

AskON …  Knowledge Ontario  Add to library service delivery options and models  Make libraries more relevant  Offer staff development opportunities and challenges  Extend reference service hours …

Descriptive Notes  Public Libraries: Greater Sudbury, Hamilton, Innisfil, Kingston Frontenac, London, Middlesex, North Bay, Stormont Dundas and Glengarry, Vaugn, Welland  Academic Libraries: Algonquin College, George Brown College, Lakehead, Mohawk College, Ryerson, Seneca College, York  Academic Hours: Monday – Thursday: 11a.m. to 10 p.m.; Friday – Sunday: 11p.m. to 5 p.m.

AskON Development and Implementation  Public and Academic  Task forces: technology, implementation, service policies, marketing, training, evaluation  Implementation Task Force: who (institutions, including french language queue), hours, staffing and supporting materials for portal

Why Join AskON?  Re-invention is essential and inevitable in this environment  Expand hours  Infrastructure: portal; backchat; administration; software cost benefits; software support; training  Staff development & library development  We had something to offer

Staffing and Training  Staffing model: size of library; predictions on past traffic, scheduling  Staffing model: who  Training and support: portal, back- chat

askON Software  LivePerson Web-based No patron software required / Browser neutral No co-browsing No downtime / Dropped calls infrequent

Promotion & Marketing  Institutional websites  IL classes  Marketing materials Posters, buttons, ‘business cards’ Signs when reference desk closed  Option in SFX

Total Questions by Home Institution January Ryerson York AcademicNA 807 February Ryerson York AcademicNA 1243 March Ryerson York AcademicNA 1394

Questions answered by Non-Member of Patron’s Home Institution 2008 January Ryerson12% York39% February Ryerson1% York47% March Ryerson27% York47%

Satisfaction Rates (Exit Surveys)

Analysis of Transcripts

Questions?