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KANAnswer A Kansas collaborative for virtual reference

KANAnswer A Kansas collaborative for virtual reference. Eric Hansen Kansas Library Network Board 1-800-432-3919 Eric@kslib.info www.skyways.org/KSL/KLNB. What is the KLNB?. A division of the KS State Library Founded in 1981 to promote resource sharing among Kansas libraries

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KANAnswer A Kansas collaborative for virtual reference

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  1. KANAnswerA Kansas collaborative for virtual reference Eric Hansen Kansas Library Network Board 1-800-432-3919 Eric@kslib.info www.skyways.org/KSL/KLNB MPLA/NLA Conference, Incline Village, Nevada

  2. What is the KLNB? • A division of the KS State Library • Founded in 1981 to promote resource sharing among Kansas libraries • Staff of 1 (Executive Director) MPLA/NLA Conference, Incline Village, Nevada

  3. What is the KLNB’s mission? The Kansas Library Network Board promotes services that provide people with the information they want, when and where they need it. MPLA/NLA Conference, Incline Village, Nevada

  4. What does the KLNB do? • Interlibrary Loan Development Program • Kansas Library Card • Materials Replacement Fund • Western Trails Project AND… MPLA/NLA Conference, Incline Village, Nevada

  5. MPLA/NLA Conference, Incline Village, Nevada

  6. What Is KANAnswer? A statewide online information service for Kansas MPLA/NLA Conference, Incline Village, Nevada

  7. Project Need KLNB: Public and academic library reference statistics are down because patrons are going to the Internet for their information needs. MPLA/NLA Conference, Incline Village, Nevada

  8. Project Plan • KLNB directive May 16, 2002 • Statewide task force met twice in July 2002 • KLNB approved plan August 15, 2002 MPLA/NLA Conference, Incline Village, Nevada

  9. Project Goals • To test whether a sustainable, statewide consortium for real-time, online reference service via the Internet can be successfully created among Kansas libraries and other institutions. • To assess the effectiveness of such a service in meeting the informational needs of online patrons. MPLA/NLA Conference, Incline Village, Nevada

  10. Project Timeline MPLA/NLA Conference, Incline Village, Nevada

  11. September – December 2002 • Select software/service vendor • Draft policies and procedures document • Prepare marketing/PR campaign • Secure project partners • Staff training • Prepare assessment tools MPLA/NLA Conference, Incline Village, Nevada

  12. January – March 2003 • Project launch • Awareness sessions in Kansas • First assessment and adjustments MPLA/NLA Conference, Incline Village, Nevada

  13. April – June 2003 • Awareness sessions continue • Tri-Conference exposure • Second assessment MPLA/NLA Conference, Incline Village, Nevada

  14. July – September 2003 • Determine future of project • Fund raising • Draft best practices document MPLA/NLA Conference, Incline Village, Nevada

  15. Service Provider LivePerson Selected for Price, Ease of Use, and Feature Set MPLA/NLA Conference, Incline Village, Nevada

  16. LivePerson Agreement • Contract November 2002 – November 2003 • 2 simultaneous operator seats • 1-day statewide training session 12/17/02 • Statewide operator practice account, 50 simultaneous operator seats, through 1/31/03* • KS training account, from 3/24/03* MPLA/NLA Conference, Incline Village, Nevada

  17. KANAnswer Operators Manual • Operator Requirements • Operator Guidelines • Referral Policy and Procedure • Additional information MPLA/NLA Conference, Incline Village, Nevada

  18. KANAnswer Web site • Project logo • Domain names • Project Hours • Participating Libraries • E-mail info. Providers • Expertise Directory • Pilot project plan and assessment www.kananswer.info MPLA/NLA Conference, Incline Village, Nevada

  19. KANANSWER-L • E-mail discussion list open to operators • Resident on KU server • Co-owned by Project Coordinator • Subscriptions by Project Coordinator • Not moderated • 104 subscribers MPLA/NLA Conference, Incline Village, Nevada

  20. KANAnswer numbers • 97 operators and 1 administrator • 24 libraries • 56 hours per week MPLA/NLA Conference, Incline Village, Nevada

  21. KANAnswer pilot project usage(Jan. 31-July 31, 2003) • Total user-to-operator chats = 908 • Total nonresident chats = 223 • Total nonresident chats about Kansas = 147 • Total requests for transcripts = 134 MPLA/NLA Conference, Incline Village, Nevada

  22. KANAnswer pilot project usage, by Kansas county MPLA/NLA Conference, Incline Village, Nevada

  23. Pilot Project user responses MPLA/NLA Conference, Incline Village, Nevada

  24. “Did we completely answer your question?” • Yes = 465 • No = 107 MPLA/NLA Conference, Incline Village, Nevada

  25. “Was KANAnswer easy to use?” • Yes = 521 • No = 6 • Somewhat = 13 MPLA/NLA Conference, Incline Village, Nevada

  26. “What hours would KANAnswer be of most use to you? (Check all that apply)” • 8:00 a.m.—5:00 p.m. = 414 • 5:00 p.m.—9:00 p.m. = 202 • 9:00 p.m.—12:00 a.m. = 65 • 12:00 a.m.—8:00 a.m. = 29 MPLA/NLA Conference, Incline Village, Nevada

  27. “Where are you when you access KANAnswer? (Check all that apply)” • School/campus = 116 • Home = 207 • Library = 156 • Elsewhere = 140 MPLA/NLA Conference, Incline Village, Nevada

  28. “How did you hear about KANAnswer?” • AccessKansas = 108 • Internet search = 81 • Other = 50 • Library Web site = 43 • Library worker/workshop = 39 • “Library” = 23 MPLA/NLA Conference, Incline Village, Nevada

  29. KANAnswer usage, September 2003 • Total user-to-operator chats = 208 • Total nonresident chats = 40 • Total nonresident chats about Kansas = 45 • Total requests for transcripts = 17 MPLA/NLA Conference, Incline Village, Nevada

  30. KANAnswer user responses,September 2003 MPLA/NLA Conference, Incline Village, Nevada

  31. “Did we completely answer your question?” • Yes = 64 • No = 14 MPLA/NLA Conference, Incline Village, Nevada

  32. “Was KANAnswer easy to use?” • Yes = 72 • No = 0 • Somewhat = 3 MPLA/NLA Conference, Incline Village, Nevada

  33. “What hours would KANAnswer be of most use to you? (Check all that apply)” • 8 am-5pm = 60 • 5pm-9pm = 38 • 9pm-12am = 9 • 12am-8am = 4 MPLA/NLA Conference, Incline Village, Nevada

  34. “Where are you when you access KANAnswer? (Check all that apply)” • School/campus = 24 • Home = 35 • Library = 21 • Elsewhere = 25 MPLA/NLA Conference, Incline Village, Nevada

  35. “How did you hear about KANAnswer?” • AccessKansas = 13 • Web search = 14 • Library Web site = 13 • Library/library worker = 17 MPLA/NLA Conference, Incline Village, Nevada

  36. How does KANAnswer work? User’s perspective MPLA/NLA Conference, Incline Village, Nevada

  37. MPLA/NLA Conference, Incline Village, Nevada

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  44. MPLA/NLA Conference, Incline Village, Nevada

  45. MPLA/NLA Conference, Incline Village, Nevada

  46. How does KANAnswer work? Operator’s perspective MPLA/NLA Conference, Incline Village, Nevada

  47. MPLA/NLA Conference, Incline Village, Nevada

  48. MPLA/NLA Conference, Incline Village, Nevada

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  50. MPLA/NLA Conference, Incline Village, Nevada

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