Brad Stephens sent along this look at AskUsQuestions.com . Check it out, this is a really neat idea, and they will be adding more libraries as they go along.
One of the most important trends for all libraries within the
next five years will be developing a "bricks and clicks"
service orientation. With this orientation, not only will
libraries continue offering existing "in-house"
services, but new services will also be developed and existing
services altered so that they can be offered to patrons outside
of the physical building via the web.
Many libraries have already begun developing such resources with
the implementation of remote patron access to subscription
databases, web accessible catalog systems, and email-based
reference – but more can be done. And more is exactly what
AskUsQuestions.com seeks to provide.
Brad Stephens sent along this look at AskUsQuestions.com . Check it out, this is a really neat idea, and they will be adding more libraries as they go along.
One of the most important trends for all libraries within the
next five years will be developing a "bricks and clicks"
service orientation. With this orientation, not only will
libraries continue offering existing "in-house"
services, but new services will also be developed and existing
services altered so that they can be offered to patrons outside
of the physical building via the web.
Many libraries have already begun developing such resources with
the implementation of remote patron access to subscription
databases, web accessible catalog systems, and email-based
reference – but more can be done. And more is exactly what
AskUsQuestions.com seeks to provide.
Few would argue that the most valuable resource in any library is
the staff. Their training and expertise in both information
retrieval and evaluation are key components to providing library
patrons with access to authoritative information. The question
that led to the development of AskUsQuestions.com was "How
can libraries take this expertise and make it available to
patrons instantly, anytime, anywhere?" The answer – via the
Internet.
Internet patrons behave differently than patrons inside library
buildings – they expect rapid responses and will not wait days
for answers, as a result most email reference services, which ask
patrons to wait 24 -48 hours have been only moderately successful.
Once we realized the importance of instant access to the
expertise offered by reference staff, the idea for AskUsQuestions.com
was born.
How it works:
AskUsQuestions.com provides a service that connects library
patrons and reference staff in real-time via the web. The patron
visits a participating library\’s web site and clicks on the
AskUsQuestions.com link. At this point they enter their barcode
number, which is validated. Once this step is complete the patron
is connected to one of our reference librarians and they are able
to communicate via chat style text messaging, pushed web pages,
shared web browsing, and soon voice dialog, using VoIP (Voice
Over IP). The following example illustrates how all of these
technologies come together to assist an actual patron.
It\’s 9:15 and Joe, an 8th grader, needs help with Physics for his
Science homework. He\’s looked at some web sites, but most are too
advanced for him and aren\’t much help. Having heard about
AskUsQuestions.com Joe decided to try it out. He visits his local
libraries web site, clicks on the AskUsQuestions.com link and
enters his library card number. Immediately he is connected with
a reference librarian with the skills needed to help. Joe asks
his question, related to Newton and the Law of Gravity and the
AskUsQuestions.com librarian is able to clarify a few points in a
reference interview and then goes to work. Knowing that a number
of physics websites have already been evaluated by the
AskUsQuestions.com staff our librarian begins to search these
verified sites for the information needed to answer Joe\’s
question. Three minutes later our librarian sends Joe the first
page, which appears in his browser window automatically. While
Joe reviews this page the librarian continues to search for more
information, locating three other sites and sends these
additional URL\’s to Joe. At this point Joe tells us he needs help
with another question, "What is the longitude and latitude
of Mentor, OH?" He explains that he has used a few search
engines can\’t locate the answer. Our librarian asks Joe to
demonstrate where he has searched and what search terms were used.
Using the shared-browsing feature our librarian actually follows
Joe to the search engine page and watches what he enters into the
search box. Realizing the Joe is using improper syntax for this
search engine our librarian is able to explain some basic search
techniques to Joe and then demonstrate the proper syntax (which
is displayed in the search box on Joe\’s browser window). With the
help of our librarian Joe is able to locate what he needs, thanks
the librarian and disconnects. As soon as he does this a copy of
the entire session transcript, including all links and any chat
information, is sent to his email account, if he provided an
address.
Why does AskUsQuestions.com require a library card number?
Since AskUsQuestions.com is entirely funded by the participating
libraries we do limit access to the system to only patrons from
participating libraries and enforce this restriction via their
library barcode number. This is done to ensure that we can meet
staffing needs and guarantee the availability of reference
libraries to patrons from subscribing libraries.
Patron Privacy
Being a library-focused organization NOLA is very concerned about
the preservation of patron privacy. As a result we designed
AskUsQuestions.com to maximize a patron\’s privacy. When a patron
connects to the system and enters their barcode, we verify only
that they are a valid card holder and do not associate any
identifying information, such as a name, with the patron. When
connected patrons are identified to staff as a patron of their
home library, but at no time do staff have access to patron names
or barcode numbers.
Hours of operation:
AskUsQuestions.com currently operates 20 hours per week, Sunday –
Thursday from 8:00 PM until midnight. Due to demand throughout
the day we are soon planning to add earlier service hours. Look
for more information on our website once these plans are
finalized.
Staffing:
At AskUsQuestions.com we realize that our staff will determine
the success of this service, as a result we take staff training
and expertise very seriously. Our reference librarians work via
telecommuting for two-hour shifts from home via high-speed
Internet links. All of our staff must meet both our experience
requirements of least three years of public library reference
experience and an MLS or at least six years of public library
reference experience; and all staff must pass an online exam
requiring them to answer and provide citations for sample
reference questions using the web.
Behind the scenes:
AskUsQuestions.com is based on the adaptation of commercial web
call center software to a library environment. During our
planning stage we conducted a thorough market analysis of all
major web call center vendors and selected NetAgent 4.0, from
eShare communications. We\’ve been very pleased with the
performance of the product and support from our vendor. Some of
the most attractive features we\’ve seen in the package are:
Auto Pilot – allows you to show patrons a pre-determined series
of web pages automatically, ideal for web-based bibliographic
instruction and other presentations
Frequently Used Pages and Frequently Used Saying – both items
allow you to script frequently used pieces of information making
it easier for operators to work with patrons
Monitoring and Reporting – libraries love statistics and with
eShare we can measure almost any aspect of system and/or operator
performance
Agent Software – eShare has developed an exceptional agent (staff)
software package that is robust, feature rich, easy to use and
easily adaptable to the library environment.
A Special Thanks:
Despite a strong emphasis on technology, AskUsQuestions.com is
about libraries and people. Within NOLA we are able to work with
some of the most progressive public, school and academic
libraries in the country. Without the support of our members, the
State Library of Ohio, an outstanding group of reference
librarians, and our incredible staff, projects such as
AskUsQuestions.com would not be possible.
Would you like to participate?
AskUsQuestions.com will be expanding our group of participating
libraries in February 2001. If you are interested please contact
Brad Stephens in the NOLA office at (330) 847-7744 to discuss the
possibilities for your library.
Recent Comments