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asKON: built to last from the start askON Introduction 2010

asKON: built to last from the start askON Introduction 2010. askON / ONdemande … just the facts. pilot launch: Jan 08, 2008 (proof of concept) extended size and coverage: Sept. 08 and Sept. 09 37* public libraries, 7 universities, 14 colleges

jacqueline-williamson
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asKON: built to last from the start askON Introduction 2010

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  1. asKON: built to last from the start askON Introduction 2010

  2. askON / ONdemande…just the facts • pilot launch: Jan 08, 2008 (proof of concept) • extended size and coverage: Sept. 08 and Sept. 09 • 37* public libraries, 7 universities, 14 colleges • 45 hrs/wk english; 35 hrs/week french; 62 hrs/wk academic • 600+ trained staff province wide; 40% pop. served • 2 project staff, 2 advisory boards • askON toolkit • LivePerson Software + Web 2.0 tools

  3. askON service fundamentals • “better information than a visitor could find on their own” • not opposed to Google / Wikipedia….but… • “informed referral” • access to resources to which they are entitled • “not an answer service- help visitor gain access and exposure to authoritative and reliable information • “help visitors to define research needs and improve digital literacy skills” • “when in doubt honest and kind” Improve the profile of libraries

  4. Algonquin Cambrian Centennial Confederation Conestoga Fanshawe George Brown Georgian Humber Mohawk Niagara Seneca Sheridan St. Clair …askON College Library Partners

  5. Lakehead University Ryerson University University of Guelph University of Guelph-Humber University of Toronto Mississauga Robarts Scarborough University of Windsor York …askON University Library Partners

  6. Asphodel-Norwood Barrie Belleville Brampton Cambridge Cornwall Dryden Fort Erie Georgina Twnship Greater Sudbury Hamilton Hearst Innisfil Kenora & Keewatin Kingston Frontenac Kitchener Lambton County London Middlesex County Moonbeam North Bay Oakville Oshawa Pickering Powassan & District …askON public partner libraries • Prince Edward County • St. Catharines • Six Nations Public Library • Stormont Dundas & Glengarry • Temiskaming Shores • Terrace Bay • Thunder Bay • Vaughan • Val Rita-Harty • Waterloo • Windsor • Welland

  7. …askON hours (public) askON (45 hrs) Monday & Wednesday: 12:30pm – 8:30pm Tues & Thursday: 12:30pm-9:30pm Friday & Saturday: 12:30pm-4:30pm Sunday: 1:30-4:30pm ONdemande (35 hrs) du lundi à mercredi : de 12 h 30 à 19 h 30 du jeudi de 12 h 30 à 18 h 30 du vendredi de 12 h 30 à 15 h 30 du samedi de 13 h 30 à 16 h 30

  8. …strengths grass roots collaboration; library sector & partner involvement available to all Ontarians; handle all subjects authoritative; anonymous and familiar focus on developing lifelong digital literacy and online research skills ROI for libraries of all types extended services & hours staff capacity and skill development public relations – display of strengths of libs. technology and support tools (back chat etc, training tools)

  9. …opportunities equity of access for all communities build profile for libraries & librarians improve professional skills & capacities build lifelong digital literacy skills enhance delivery with VoIP / mobile devices

  10. askON Traffic by sector 3042 6009 11354 1828 2721 6238 +78% +225% +55% * To Nov. 30 only

  11. …. academic traffic + 69 % *Summer hours started April 17

  12. ….public traffic + 212% 11,972

  13. ….exit survey

  14. …user satisfaction

  15. …third-party service evaluation

  16. …what visitors are saying “just keep going! expand where possible but never cut back this valuable resource. i am a researcher working off-campus, with limited physical access to the library. this is a godsend” “I like this service because I was able to chat with someone and I can't be at campus today. I got some information that would have taken a lot longer to acquire and now I can start my research today. Thank you.” “overall, a GREAT experience. what a service that you provide! thank you”

  17. askON’s public face

  18. If askON is closed the “offline” button appears. Visitors can choose to send a ? by email to their library.

  19. have a real-time chat with askON staff from a public library receive active links to websites, sources or articles that help answer your question This is a really great service !!

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

  21. askON’s inside face The askON staff portal is the key to delivering effective and efficient service that is better than what an individual could find on their own

  22. quick access to guest accounts links and info on key library services

  23. direct links and information maintained by online by each partner library

  24. … Contact us Virginia Roy, Project Manager vroy@knowledgeontario.ca Jan Dawson, Project Coordinator jdawson@knowledgeontario.ca www.askon.ca / www.askon.ca/libraryinfo.html

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