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Expanding VR Partnerships: the askON Pilot Project Sonny Banerjee and Diane Granfield, Ryerson University Adam Taves, York University TRY Libraries Conference, May 2008
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Welcome and Outline Historical notes Implementation Process Staffing Software and Demo Marketing and usage Types of Questions The future
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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
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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 …
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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.
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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
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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
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Staffing and Training Staffing model: size of library; predictions on past traffic, scheduling Staffing model: who Training and support: portal, back- chat
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askON Software LivePerson Web-based No patron software required / Browser neutral No co-browsing No downtime / Dropped calls infrequent
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Promotion & Marketing Institutional websites IL classes Marketing materials Posters, buttons, ‘business cards’ Signs when reference desk closed Option in SFX
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Total Questions by Home Institution 2005200620072008 January Ryerson188195109310 York498528408417 AcademicNA 807 February Ryerson252264147376 York595 426626 AcademicNA 1243 March Ryerson386344231525 York514663456645 AcademicNA 1394
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Questions answered by Non-Member of Patron’s Home Institution 2008 January Ryerson12% York39% February Ryerson1% York47% March Ryerson27% York47%
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Satisfaction Rates (Exit Surveys)
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Analysis of Transcripts
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Questions?
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