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AskWhyKy

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AskWhyKy

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Presentation Transcript

    1. AskWhyKy.org Providing 24/7 Reference Service to all Kentuckians

    2. Overview of AskWhyKy What is AskWhyKy? History of the consortium Cost Requirements for participation – coverage schedule

    3. The Chat Experience

    4. Librarian’s view: Monitoring the chat

    5. Log onto QuestionPoint

    6. Launch the chat

    7. Review your “alert” settings

    8. Review your “alert” settings (cont’d.)

    9. Select queue(s) to monitor

    10. Wait for a question

    11. Customer’s view: Asking a question

    12. Customer selects their library

    13. Customer provides information for librarian

    14. Librarian’s view: Answering the question

    15. Alert will tell you that new patron has arrived.

    16. Pick up the question

    17. Respond to customer

    18. Customer’s view: Chat

    19. The customer will see your response.

    20. Librarian’s view: Chat

    21. Locate answer and send response.

    22. Customer’s view: Chat

    23. Customer will see the web page load in left frame.

    24. Customer responds.

    25. Librarian’s view: Chat

    26. Say goodbye with the closing script.

    27. End the session.

    28. Select resolution and close.

    29. Review of Tools We Just Used Alerts Patron Information Sending web pages Scripts

    30. More Tools for Librarians Policy pages Co-browsing Follow up Customer surveys Question history Statistics Tutorials Knowledge base

    31. Before you join: Considering online reference

    32. Staff Concerns Can we handle another service point? Will we have to change our policies? How does the technology work? What about quality control? What if I get a question I can’t answer?

    33. Preparing for Chat Reference Lots and lots of reading Classes and seminars Visited libraries doing chat reference Prepared a report Installed IM on staff computers Tried the service as a patron QuestionPoint training Practice, practice, practice

    34. Our Experience

    35. Lexington Public Library’s Experience Haven’t answered that many questions yet Patrons are finding us without marketing So far hasn’t been a huge change in the way we do things Most staff is comfortable with the software Site administrator’s job does take time

    36. Types of Questions (January – mid-March) Circulation - 4 Local History/Kentucky Room- 5 Library Services – 4 General Reference – 5 Reader’s Advisory – 1 Taxes – 1 Net Library – 2 Homework - 1

    37. How to get involved

    38. Q & A

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