Financial
1) What does it cost for my library to participate?
2) How many hours would my library need to contribute to the askON schedule?
3) Are there other staff or cost obligations for libraries?
4) What is Knowledge Ontario’s financial sustainability?

Technology
1) What is the technology that supports the askON service and what impact might it have on our IT resources or networks?
2) What technical support resources are available for askON libraries?
3) What other technical issues relate to askON implementation?
4) Do visitors to the askON service have to use/have high-speed access?

Training
1) What training, skills or competencies are required for askON staff?
2) What training is available to askON staff?
3) What resources are available to askON staff after the training period?
4) What is the time line for incorporating new libraries (including training, implementation and launch)?

Operations
1) What is the criteria for partner selection?
2) When does askON add libraries?
3) What are askON hours of operation?
4) How can library staff from other libraries answer questions about my library services and resources? How do I answer questions about other library’s services?
5) Do we answer questions from visitors outside the participating libraries?
6) How is the service managed?
7) How is scheduling handled?
8) What happens to questions when askON is closed?
9) What if I have an existing virtual reference service?

Evaluation
1) What reports or statistics are available to tell us how the service is doing and how we are contributing?
2) How is askON evaluating service quality?

Benefits
1) What are the benefits to my library? Why should we participate?

Privacy
1) What is askON’s privacy policy? How do we protect the privacy of visitors?

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Financial

1) What does it cost for my library to participate? Top
Beginning July 2011 participating public libraries pay an annual fee, based on size and traffic/usage, to support service administration, software licensing, marketing, training and ongoing innovation. In addition, new partner libraries pay a one-time activation fee.  Other costs to the library are related to “contribution in kind”, such as providing staff for the askON schedule as well as local coordination, marketing, training and tech support. Annual fees range between $1,000-8,000 depending on library size. Activation fees range between $500-1000. Small and medium sized libraries in geographic proximity to one another may wish to join together to share the annual cost and staff commitment. askON can help facilitate these partnerships. Libraries are encouraged to consult askON as to the exact cost for their library. Library size is based on 2008 Ministry of Tourism and Culture demographic statisticsfor public libraries.

2) How many hours would my library need to contribute to the askON schedule? Top
Ask does not have a strict formula for calculating the number of hours that a library should contribute. Rather there are general guidelines to help negotiate a manageable contribution. Generally speaking, larger libraries contribute more staff hours than smaller libraries. Our goal is to staff askON effectively and deliver a valuable number of service hours without making any library feel strapped. Currently askON’s public service is staffed 40 hours per week. While there is some funding available from Ask Ontario to help supplement weekend and evening hours there is an expectation that participating libraries will attempt to proportionally share coverage of these difficult, yet high traffic times. View the current public library schedule.

This chart shows a range of hours a library might expect to contribute weekly based on population.

3) Are there other staff or cost obligations for libraries? Top
askON asks that each participating library identify a site coordinator. This person becomes the primary contact for matters related to askON. The site coordinator is responsible for:

• ensuring trained staff are on duty to fulfill the library's scheduled hours
• maintaining the library's web profile and guest account information
• acting as primary contact with the askON administration for marketing, training and operational purposes
• maintaining the askON links and information on the library's website
• attending train-the-trainer sessions or designating appropriate staff to attend
• coordinating local training and marketing initiatives
• coordinating local technical support as required
• representing the library at meetings, on project discussion forums and management teams

Current site coordinators report that they spend an average of 1-3 hours per week on general askON business (once the service has been implemented and staff trained).

4) What is Knowledge Ontario's financial sustainability? Top
Between 2006-2008, the Government of Ontario, through the Ministry of Culture, committed $13 million to fund the development of Knowledge Ontario as a unique collaborative partnership of Ontario's libraries. Currently the Ontario government is not funding Knowledge Ontario or its services.  Knowledge Ontario's services, like askON are funded on a cost recovery model with participating libraries paying for the services they support and use. 

Knowledge Ontario has a diversified funding plan that, in addition to funds provided by partners for services, includes government/foundation/corporate/private donation to support new projects and innovation. 

1) What is the technology that supports the askON service and what impact might it have on our IT resources or networks? Top
What is the technology that supports the askON service and what impact might it have on our IT resources or networks.

askON licenses its chat software from LivePerson (www.liveperson.com). LivePerson is a web-based, hosted solution. The servers managing askON are located in the UK. LivePerson’s software client is downloaded to each workstation that will be used by askON staff and the library must place the “click-to-chat” html code into their website code. askON visitors do not have to download anything to use the service. Each person trained to staff askON is assigned a personal login and password that they use when they start their askON shift.

There are two documents authored by LivePerson that explain the technical and security aspects of downloading the software client. They are:

LivePerson Technical FAQ
LivePerson Security Model and Policy

We advise libraries to have their IT teams review the Technical FAQ and Security Model documents. The LivePerson software has been successfully downloaded to libraries whose networks are linked to their city or municipal infrastructures as well as in libraries that maintain independent networks.

2) What technical support resources are available for askON libraries? Top
The download and installation of the LivePerson software takes less than five minutes per workstation and does not require any special technical expertise.  Once installed, the askON (LivePerson) software presents very few technical difficulties. However, all askON staff have 24/7 access to LivePerson’s live, chat-based technical support services.

The askON administration is available to help identify and escalate technical challenges as necessary.

3) What other technical issues relate to askON implementation? Top
In addition to downloading and testing the software library workstations in use by askON staff should be enabled to:

• access the web in order that askON staff can use the askON portal/wiki and blog
• use an IM platform such as Meebo/hotmail or similar that is currently the basis for the askON staff “back chat channel

Participating libraries must have permission and ability to place the askON “click to chat” logos, accompanying html code and service information on key pages within their websites. See Vaughn Public Library or Hamiltion Public Library for an example of the click to chat buttons.

4) Do visitors to the askON service have to use/have high-speed access? Top
Visitors who have dial-up access can still use askON because most of the data being transferred is simple text. Service aspects of askON such as the ability to receive links, be transferred and complete exit surveys are unaffected by a visitor using dial-up. Chat interactions will appear faster with high-speed but it is not a requirement.

Training

1) What training, skills or competencies are required for askON staff? Top
askON staff is drawn from the general reference and information service staff of participating public libraries. Staff who are trained to work their libraries’ current reference service channels are eligible to be trained to staff the askON virtual reference service. We value all individuals who have demonstrated interest and skill in reference work. askON competencies are those expected of staff currently providing reference services at their library. Individuals possessing the following skills often derive professional satisfaction and are well suited to virtual reference work:

• Customer service orientation;
• Commitment to continuous learning and motivation to improve skills and abilities;
• Multi-tasking and managing multiple windows; effective use of Windows keyboard and short cut commands;
• Technical trouble shooting and the ability to explain technical problems and facilitate diagnosis and solution;
• Ability to effectively search and demonstrate the use of library databases and the internet;
• Online communication skills and etiquette for email, chat, etc.;
• Keyboarding proficiency

It is up to the participating library to determine how many and which staff will be trained to work on askON.  It is strongly recommended that enough staff be trained to cover vacations, illness and other planned and unplanned scheduling.

2) What training is available to askON staff? Top
Training is an important component of askON implementation. There are 4 main components to the askON training program:

• LivePerson software training
• Buildingvirtual reference skills
• Navigating and using askON’s web 2.0 support tools (wiki, blog, backchat channel). View a tool of these tools at: www.youtube.com/watch?v=lCfgyhxfRMY
• Using guest accounts and accessing the services and information of other libraries

We use a combination of delivery methods to train staff to be competent and comfortable delivering virtual reference using askON.  Currently our program includes:

• Site Visits
  Each new participating library will receive a visit from one of the askON project team. Here we give an overview of the how the service functions, introduce the software and support tools and answer questions
• Train-the-trainer
  Site coordinators and/or trainers attend a one day training session in Toronto. These individuals use the tools and resources provided to train local staff. Site Coordinators are also enrolled in a virtual training course to learn the basics of report generation. They are responsible for signing a Privacy and Confidentiality Agreement that protects the anonymity of askON users in any reporting or documentation generated.
• Buddy Training
  Each new askON staff person is assigned a buddy from another library with whom they can practice chat interactions and skills
• 20 minute tours – new
  Navigational, topical and instructional tours available via the askON portal to help new staff learn about specific aspects of the askON service.
• Access to the training site
  askON staff and local trainers have access to a fully functional, cloned training site that mirrors the live askON site. Here staff and trainers can practice using the software.

3) What resources are available to askON staff after the training period? Top
askON staff have access to the our web 2.0 support tools through the askON staff portal. The portal provides users with access to the backchat channel for communicating with other online staff, information about participating libraries and links to their websites, access to reference tools (including databases, guides etc.), askON guidelines and policies, training and marketing materials and newsletters. The portal also includes a blog for the Knowledge Ontario team and askON staff to share news, questions, suggestions and comments on the service, policies etc.

New staff are encouraged to thoroughly explore the staff portal as part of their training process.

4) What is the time line for incorporating new libraries including training, implementation and launch? Top
We add library partners as resources for implementation and training are available. In the past, we have typically added a large group of libraries once a year in September. We have a planned start date for the newly expanded service of September 2010. We anticipate that site visits would occur in late May/early June and train-the-trainer program would take place in early July, giving libraries the entire summer to plan, schedule and coordinate their local training and implementation (more information on what this entails is available here).

However, we have added libraries at other times. We can add non-staffing libraries at any time during the year as their implementation is less complex and does not require staff training or scheduling adjustments.

Operations

1) What is the criteria for partner selection? Top
Our main goal is to grow the service proportionally around the province. We strive to maintain a balance between large and small libraries and wish to add libraries from every region. Knowledge Ontario has a focus on providing equity of access, particularly for remote, northern, francophone and First Nations communities. Therefore askON has a similar focus.

Criteria for inclusion may change as the service grows and resources are made available to add groups of partners. Criteria for inclusion can include:

• Ability to offer staff who can work in French (ONdemande)
  
• Demonstrated interest in marketing, promoting askON as a key library service
  
• Staff with comfort with Web 2.0 technologies (ability to work with multiple screens/tabs, comfort with IM, blogging, portals or other social networking tools
  
• Extent of library control over networks, software and the library web-site

The final decision about which libraries to add will be made by the askON Project Team in consultation with askON Advisory Group.

We encourage all interested libraries to make sure their interest is known.

2) When does askON add libraries? Top
We add library partners as resources for implementation and training are available. In the past, we have typically added a large group of libraries once a year in September. These libraries begin the training and implementation process in May/June in order to be ready for September launch. However, we have added libraries at other times. We can add non-staffing libraries at any time during the year as their implementation is less complex and does not require staff training or scheduling adjustments.

3) What are askON hours of operation? Top
Summer hours in askON's public service are in effect for July and August. There is no evening and weekend service. Regular hours resume after Labour Day. Regular hours of operation are Mon-Thurs. 12:30pm-8:30pm; Fri-Sun 12:30pm-4:30pm. The service will scale back in May and begin a summer schedule for July and August. There is no evening and weekend service. Regular hours resume after Labour Day.

4) How can library staff from other libraries answer questions about my library services and resources? How do I answer questions about other library’s services? Top
askON has dedicated considerable resources to creating supportive tools (askON portal and back chat channel) that allow askON staff to efficiently gather and communicate information about the services and policies of other participating libraries. A section of the askON portal is dedicated specifically to information on guest accounts. Using guest accounts askON staff have full access to the electronic resources of other participating libraries and use them to help visitors learn about and access resources to which they are entitled.

These supportive tools rely heavily on the site coordinator’s maintenance of the information in their library’s profile. askON staff can provide the best service if this information is current and detailed.

5) Do we answer questions from visitors outside the participating libraries? Top
Yes, but it is based on available resources (how busy we are) and our service is limited to publicly available resources like the KO databases or the general Internet. Our service guidelines are covered in detail in the policies and procedures section of the askON portal. There are canned responses that can be sent to outside visitors.

6) How is the service managed? Top
At the day-to-day level askON is managed collaboratively by the askON administrative team and the site coordinators who represent the libraries. The libraries are responsible for providing the staff and local coordination and the askON administrative team provides the tools, resources, support and advice that keep the collaborative moving together.  A newly appointed operational advisory team drawn, on a rotational basis, from the participating libraries will help make decisions and guide operations. At the strategic level the Ask Ontario Steering Committee guides the service and ensures it is meeting its goals and objectives.

7) How is scheduling handled? Top
The service is currently available 40 hours a week. We would like to try and expand the service hours as we add more libraries.  Using the total number of hours the participating libraries can contribute, the assumption that we want 2-3 askON staff available each hour, and the participating library’s open hours the askON team and operational advisory group will create a draft schedule. This draft is used as a basis for consultation with the site coordinators, both individually and as a group. Negotiations continue until a satisfactory schedule that ideally accommodates everyone’s needs is completed. View the current public library schedule.

Scheduling is very time consuming and challenging for everyone. For this reason, we keep wholesale schedule changes to a minimum. Typical askON schedules run from Sept.-Dec; and Jan.-May. We generally scale the service back in May and again over the summer. We are reviewing the possibility of rotating the schedule after 3 months subject to the approval of participating libraries.

8) What happens to questions when askON is closed? Top
When askON is closed visitors can still pose questions. Offline questions are automatically re-directed to the email reference address of the library where the question originated. Service delivery standards revert to the library’s existing policies for managing email reference requests.

9) What if I have an existing virtual reference service? Top
You do not have to close or discontinue your existing service. However it is preferable that you consider doing so to avoid confusing the public and overtaxing staff. Libraries who had existing IM services have generally replaced them with askON.

Evaluation

1) What reports or statistics are available to tell us how the service is doing and how we are contributing? Top
The LivePerson software makes a significant number of reports available. Reports are available that can indicate:

• Volume of questions by originating library
• Volume of questions responded to by a particular library
• Visitor evaluation (exit survey) results by staff / by library
• Visitor traffic by type of visitor

In addition, the full transcripts of all chat interactions are available for review and analysis. All site coordinators have access to the reporting module. View sample reports.

2) How is askON evaluating service quality? Top
Following askON's initial implementation (Jan-March 2008) the project team commissioned a large scale, objective review of the service using a random sampling of the transcripts of chats that occurred in the first thirteen weeks of the service. A qualified, experience virtual reference librarian evaluated anonymized transcripts against the RUSA guidelines for managing digital reference services (www.ala.org/ala/mgrps/divs/rusa/archive/protools/referenceguide/virtrefguidelines.cfm) and looked specifically at the quality of our interviews, interactions and responses. The final report was published in June 2008 and is available upon request. A summary of the findings can be found at Public Evaluation Highlights.

Benefits

1) What are the benefits to my library? Why should we participate? Top

• Delivery of an additional reference service/channel 40+ per week with a staff contribution of between 3-12 hours per week
• Financial support for the LivePerson software by Ask Ontario
• Service delivery when some libraries/branches are closed to the community
• Opportunity for staff development and new challenges for staff to interact with emerging Web 2.0 technologies
• Public relations/promotional opportunity for the library within the community
• Opportunity to attract users and information seekers who may not currently use or value the library as a key resource in a wired world (digital youth 16-24) and who are more accustomed to seeking information on the web or via IM.

Privacy

1) What is askON’s privacy policy? How do we protect the privacy of visitors? Top
All personal data gathered during an askON chat transaction is encrypted using a Triple DES algorithm prior to transmittal and storage. The Triple DES algorithm is a well-accepted encryption method used by leading companies, including financial institutions. Chat transaction data from askON is stored on a LivePerson (www.liveperson.com) server in the United Kingdom. askON chat transaction data is retained on LivePerson’s servers for 13 months.
Only the askON project team, one site coordinator from each participating library, and the askON service evaluation task force has administrative access to the collected data.

More information on privacy is available at www.askon.ca and LivePerson’s privacy and security features are documented at www.liveperson.com/about/privacy.asp

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