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February 9, 2006
The new face of virtual reference in Illinois: MyWebLibrarian and Ask?Away
In January, 2006, the Illinois State Library did a soft launch of a dynamic new service called Ask?Away. This is one of the first multi-state virtual reference services in the country. They are inviting libraries of all types to join in this groundbreaking project.
For NSLS libraries, this probably all seems very confusing. First we had Answers Unlimited and then we had MyWebLibrarian and now libraries are being asked to join yet a third incarnation of virtual reference service. Don’t give up! This project is well worth exploring.
You probably have many questions about this service such as what will happen to MyWebLibrarian, and how can it benefit your library. Bill Pardue, Chair of the MyWebLibrarian Governing Committee and I have created an FAQ.
Remember, the true expert and actual coordinator of this project is Debra Aggertt, at the state library. If after reading this, you have further questions, she is a good person to contact. You may also contact Bill Pardue , Bruce Brigell, or Pam Leffler.
Ask? Away: The New Virtual Reference Service
Frequently Asked Questions (FAQ), February, 2006
The Illinois State Library is building on the success of virtual reference projects like Answers Unlimited, Ask Us!, and MyWebLibrarian (MWL) to create a new and dynamic 24/7, multi-state, affordable virtual reference service called Ask?Away. The Illinois State Library has hired Debra Aggertt as full-time project coordinator to implement this service.
Who are the partners?
You can be a partner with the Illinois State Library (ISL), Wisconsin Library Services (WiLS), and libraries of all types across the states of Illinois and Wisconsin. As a partner, your library’s patrons will have access to the back-up services provided by OCLC’s Question Point 24/7 (QP24/7.) This means that there will always (24/7) be someone to answer questions and queries requiring more in-depth research can be referred on to an appropriate library.
Who will be answering my library patron’s questions?
The thing to remember is that your patron’s questions will be answered by trained staff 24/7. When it is your library’s turn to staff the service, questions may be answered by your own employees. If your institution feels they should be the primary provider of this service, the purchase of a queue of your own maybe arranged. Questions that come in during regular library hours but, when your staff is not covering the virtual desk will be answered by other Illinois librarians. After normal library hours or during especially busy times, QuestionPoint 24/7’s staff of degreed librarians will meet your patron’s needs.
How can other librarians know about my library and its resources?
First, questions from your library users will go into a queue or “doorway” for similar type libraries. To make sure the librarian answering the question will have a basic understanding of the work you do, libraries are currently divided into either academic or general queues. Second, all member libraries will be filling out a detailed QuestionPoint profile which will be available to the librarian answering taking the question no matter where they are located geographically. Questions from your patrons that require local attention will be forwarded to you via email.
What about MyWebLibrarian?
Many of the libraries currently participating in MWL will be joining the Ask?Away project. That means that these seasoned veterans will be bringing their knowledge and expertise in providing virtual reference services to this new project. The ISL sought the input of these librarians, particularly, Bill Pardue and Bruce Brigell, in creating the framework of this project. Ask?Away is viewed as the next evolution in virtual reference service in Illinois. On June 30, 2006, the MWL libraries will be providing their services under the Ask?Away “banner.”
What should my library be doing if we currently belong to an existing service?
Your library staff should contact the coordinator of your current service. Each group will probably have a different plan and timetable. Libraries participating in MWL should follow announcements made to the Clickaway electronic mailing list. The governing board is developing a transition plan and will keep participants informed.
What about Night Owl?
Night Owl has been an important partner in MWL. They have provided training, administrative oversight of daily functions and finances for the service, as well as providing after hours coverage. The partnership will end on June 30, 2006 as MWL merges with Ask?Away. For more information or questions about Night Owl and its other services, please contact a Night Owl Board representative.
How is Ask?Away being funded?
The Illinois State Library is providing 3 years of grant funding for this project. During this time, the focus will be on increasing the number of participants in the service. Each year the grant funding will decrease. However, increased membership should help keep costs low. Sustainability is an important part of the service. Once the service has been operating for awhile (at about a year and a half into the project), the Ask?Away Advisory Committee will focus their efforts on the matter of sustainability.
What are the benefits of membership?
You can be a pioneer and break new ground in the formation of one of the first multi-state virtual reference services. Your library’s users will reap the real benefits of the service. They will be able to easily locate the service from the link on your library’s home page. Their questions will be answered on a 24/7 basis. Because you will create a detailed library profile, the degreed librarians providing back-up support can customize their answers for your patrons.
What does my library have to do to participate?
Your first step is to contact Debra Aggertt at (217) 558-1945 or daggert@ilsos.net., at the Illinois State Library. She will be able to walk you through the required steps, explain what is expected of participants, and outline the fee structure.
How much money and staff time will it cost to join?
Pricing and staff hours required are based on your library’s size and type. A small public library can join for as little as $25 and 1 hour per week of required staff time. Staff time contributions need not be filled by actually staffing the service. Participation in promotional, administrative or quality control functions will count towards a library’s staff time commitment. School libraries can join for between $25 and $100, with staffing optional. For more details, Debra Aggertt at the ISL has developed a pricing model that you will find attached.
What if I still have questions?
Go to the expert:
Debra Aggertt
Illinois State Library
Illinois Virtual Reference Coordinator
300 South Second Street
Springfield, Illinois 62701
Phone 217-558-1945
Fax 217-557-2619
Office of Jesse White, Secretary of State and State Librarian
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