Presentation for the International Information Programs (IIP) Office of the U.S. Department of State, June 5, 2006
Krakow, Poland:E-services for LocalCommunities Offeredby Libraries
Highlighting theMaryland AskUsNow!Virtual Reference Service
Joe ThompsonProject Coordinator: Maryland AskUsNow!Baltimore County Public [email protected]
Crossing the “Divide”
More about Maryland AskUsNow! later…
First, what are some useful electronic services that libraries in Maryland are offering to their communities, especially those relevant to the most economically and socially disadvantaged?
In the Library BuildingsFree use of computers in all branch libraries: Internet & E-mail access Subscription databases (magazines, journals,
encyclopedias) Microsoft Word (for typing job applications, reports, etc.) Microsoft Excel Microsoft PowerPoint
Free technology programs: Computer basics:
The mouse, keyboard, and basic terminology Introduction to the Internet (Parts 1 and 2):
The library’s web site directory, search engines, and how to evaluate online resources for quality information
In the Library Buildings
Free wireless Internet in all library buildingsThe library is a “hot spot!”
A wealth of materials: Large part of the collection is geared toward young
students and beginner’s topics (including DVDs, CDs, and cassettes).
Materials in languages other than English: Spanish, Russian, and Korean.
Ability to Interlibrary Loan (ILL) materials from other libraries in the state, or nationally through OCLC’s WorldCat.
Services outside of the physical library buildings: Where they are
Online catalog: Search for material Place holds Check for overdues Renew material “Shelf Help” service makes renewal possible by telephone
Online subscription databases for library card holders: Magazine and journal articles Topical encyclopedias
Online “Community Information Directory” of organizations
Online index of historic photographs: ex. BCPL’s Legacy Web(next slide)
Services outside of the physical library buildings: Where they are
Low priced Internet accounts
Mobile Library Services (The Bookmobile!): Includes computers with Internet access Programs, including children’s story times
Marketing and Outreach: Maintaining connections with local newspapers, radio, and TV to
let them know all the great things that the library offers. Making sure that your government officials and funders are aware
of your useful library services. Visits to schools, senior centers, community festivals. Make sure
your library is seen as an integral part of the community, not just a building over there. Give them what they want!
Beyond the static web pageLibraries have begun to find ways to provide direct interactive
customer service to their customers online: Blogs RSS Feeds Live online tutoring services for students The ability to chat or Instant Message (IM) a librarian for help ..and even Voice Over Internet Protocol (VOIP) to talk through the
computer
My focus now is going to be on how we in Maryland are providing a cooperative live chat information and reference service 24 hours a day, 7 days a week, every day of the year.
A Quick Look Back
When did we start? Planned in 2002; Launched on March 17, 2003.
What is it? “Maryland AskUsNow! is a 24/7 live online interactive service. It uses the expertise of librarians to provide answers to questions, research guidance, and help navigating the Internet.” Format is Live chat with E-mail follow-up.
How do our customers access it?Yellow icon on our partner library’s home pages and
links throughout site. (Branding is important!)The statewide promoted www.askusnow.info page.Links on K-12 school, nonprofit, and other
organization’s web sites.
A Quick Look BackWhy do it?
It allows our students & the public to access to the same trusted library service in a new desirable format (similar to IM) at their time and place of need.
Our librarians are also learning much more about using online sources to provide quality reference service.
Why cooperate? It’s cost effective!We are better drawing from each library’s strengths (i.e.
knowledgeable staff, resources, & technology)We have built a valuable communication and learning network
of libraries.Who’s involved? Provided by over 270 librarians for 266 hours a
week at our 27 public, academic, & special library system partners across Maryland. In addition, librarians from around the country with “QuestionPoint 24/7 Reference” back us up at busy times, overnight, and weekends. Training is provided by the Maryland AskUsNow! project.
A Quick Look BackWhere do we get the software?
The backup staffing, chat software, and e-mail follow-up software are all included in our contract with QuestionPoint. The software is online, so nothing needs to be loaded on our machines.See www.questionpoint.org for more information!
Who pays for it?LSTA grant funding from Maryland State Department of Education, Division of Library Development and Services covers the total cost of our QuestionPoint contract, full-time coordinator, training, & statewide marketing. Maryland partner libraries contribute existing staff, Internet workstations, and enthusiasm, but no fee! This has greatly helped to keep and encourage new partnerships.
It’s Busy!What is usage like?
Our goal at the beginning was to eventually receive 1000 questions each month, which has been surpassed every month! The highest month of usage so is April 2005, with 5970 questions submitted. Spring and fall are busiest. In total, we have received over 130,000 questions since the service launched.
Who are these people?In the first half of 2005, 44.36% of people who filled out the AskUsNow! pop-up survey identified themselves as “Student (Kindergarten – 12th). About half of all survey responders say they’ve used the service before. Over 40% of people find out about it just be seeing the link on the library’s web site. A prominent link makes a huge difference!
Sample Questions & Feedback
Sample Questions:“What kind of salary should a nurse make?”“What’s the law on my neighbor’s kids playing
basketball after midnight?”“Do you think BGE should be allowed to raise their
rates?“Does the library have a copy of HP and the Half
Blood Prince?”
Exemplary Survey Feedback:“The service was very knowledgeable and they knew
just where to look to find the information that I needed!”“Fast, helpful, easy to use, friendly and I can always
count on!!”“My librarian rep. was very nice and helpful she
should get a raise!”
Training and Research
Maryland librarians who provide AskUsNow! must attend a one-day in-person training class:
Discussion of their “secret shopper” experienceRecommended behaviors for providing chat referenceIdentifying what truly is “inappropriate” and how to
handle sensative topicsQuestionPoint’s Flash Chat softwareQuestion E-mail Followup
Research the service has been involved that has been extremely helpful:
Marie Radford (Rutgers University) and her evaluation of chat transcripts (ALA 2004, VRD 2004, Maryland Library Association 2005)
Teen focus groups to find out what they really want of a library chat reference service
Maryland AskUsNow!also participates…
Mainstream chat Virtual Reference Services are not fully accessible to people who use screen-reading devices
InfoEyes launched January 2004 It’s a question and answer service for
people with a visual impairment or other print limitation
People can ask a question about anything Questions may be:
• E-mailed via webform using QuestionPoint
• Voice Over IP by request
infoeyes.org
in InfoEyes:
A Model Service for Others
When we planned AskUsNow! in 2002, we had several models to draw from in the state, as well as large new cooperative services like New Jersey’s Q and A NJ.
Since then, our service has become an example for many others, including state projects in Arizona, Florida, Louisiana and the province-wide Bibliothèque nationale du Québec.
In 2004, Maryland AskUsNow! wasone of only two services to receivethe Exemplary Digital ReferenceService Award from the U.S.Department of Education’s VirtualReference Desk Project.
Would you like to see how it looks?
“Thank you for using Maryland AskUsNow! If you have any further questions, please contact us again! You can go ahead and select the
End Call button if that’s all you need. Bye for now!”
Questions? :)
This presentation will be posted at:www.askusnow.info/presentations
Feel free to contact me:Joe Thompson
Baltimore County Public Library320 York Road
Towson, MD 21204 [email protected]
Thank you!
