EETT and Reference and Loan Librarys Programs

ASKAWAY: guiding students through the virtual wildernessWEMTA Conference 2010Reference and Loan LibraryWisconsin Department of Public Instruction

Next Im going to introduce you to the AskAway Virtual Reference service.1Reference and Loan Library, 7/13/09AGENDAIntroduction to AskAway

Why your students need it

How AskAway works from the patrons perspective

Hands on exploration logging in to chat

Debrief on the first hands-on session

How AskAway works from the librarians perspective

The AskAway/QuestionPoint community

A brief history of AskAway in Wisconsin schools

Implementing AskAway in your school

AskAway support sites and services

Hands on exploration - exploring AskAway links and information

Debrief on the second hands-on session and wrap up2Introduction to AskAwayWEMTA 2010Wisconsin Reference and Loan Library3What is AskAway?24/7 chat and email reference service available through public library websites, the DPI website and some school websites.

Any Wisconsin resident (including you, your students, your colleagues and your family members) can login to the chat service.

Chat staffing is handled by librarians in participating libraries in Wisconsin and nationwide.

The AskAway service is offered by OCLC as QuestionPoint.

Email service cannot be made available to schools at this time.

44AskAway is a statewide service that allows patrons to submit questions through an online chat or email. The chat service will be available to schools through the EETT grant program., but the email service will not be included.

Any Wisconsin resident can login to the chat service from links on the Reference & Loan Library website or the websites of most public libraries.

When a student logs in to the chat service they will be connected with a librarian. The librarian may be from Wisconsin, but they may be from another state as well. Ill explain more about how librarians from other libraries can work with your students later.

The program, which we call AskAway in Wisconsin, is offered nationwide from OCLC under the QuestionPoint name.Reference and Loan Library, 7/13/09Why are we here today?AskAway is one great tool for teaching important information literacy skills.

The chat service is very popular among young people in Wisconsin and across the country - ranging from grade 3 through college.

Wisconsin schools are adding links to AskAway 30 schools have added links this year alone.

Young people are excited about getting immediate answers to their questions they like having a high tech way to connect with experts.

AskAway chat will be available for I-phones and other smart phones later this year.5

AskAway interface patron view66Why is AskAway especially important for students?This 24/7 chat reference service offers students a way to work with trained, experienced reference librarians around the clock.

Many students prefer to use online sources and services.

But many students who are comfortable on Facebook or twitter or chat dont really know how to do quality online research.

AskAway librarians recommend YOUR resources to your students and offer high quality training and assistance.

Chat librarians are encouraged to train students on how to select and use online and print sources rather than just sending the answer.

School age patrons and young adults may be learning about AskAway in their school, even if your library doesnt actively promote the service.

77AskAway is a statewide service that allows patrons to submit questions through an online chat or email. The chat service will be available to schools through the EETT grant program., but the email service will not be included.

Any Wisconsin resident can login to the chat service from links on the Reference & Loan Library website or the websites of most public libraries.

When a student logs in to the chat service they will be connected with a librarian. The librarian may be from Wisconsin, but they may be from another state as well. Ill explain more about how librarians from other libraries can work with your students later.

The program, which we call AskAway in Wisconsin, is offered nationwide from OCLC under the QuestionPoint name.Reference and Loan Library, 7/13/09Why should your school consider AskAway?Posting a link and hosting a policy page makes your school library media centers resources more readily available to chat librarians.

Your commitment of time and effort is minimal, and the potential benefits are large.

This is another way to provide service to students and demonstrate your commitment to their academic success.

AskAway service is being offered to your school at no additional charge.

Its really a win-win proposition!

88AskAway is a statewide service that allows patrons to submit questions through an online chat or email. The chat service will be available to schools through the EETT grant program., but the email service will not be included.

Any Wisconsin resident can login to the chat service from links on the Reference & Loan Library website or the websites of most public libraries.

When a student logs in to the chat service they will be connected with a librarian. The librarian may be from Wisconsin, but they may be from another state as well. Ill explain more about how librarians from other libraries can work with your students later.

The program, which we call AskAway in Wisconsin, is offered nationwide from OCLC under the QuestionPoint name.Reference and Loan Library, 7/13/09How does it work?The chat librarian conducts a reference interview with the student.

The student is given help locating and using resources made available by:Their school libraryTheir public libraryBadgerLinkAuthoritative web-based sources

Students who need additional help can be referred to their home library (public or school) after the session has ended, if the library has its own AskAway page and staffing.

99Librarians help patrons find and use the sources offered by their own library, sources within BadgerLink, and sources on the web.

If a patron needs help that only their home library can provide (including status checks on interlibrary loans, clearing up fines, applying for library cards, etc.) the chat librarian will refer the question to the patrons library from within the AskAway software.

If the librarian feels the patron needs access to information resources or expertise that only their own library can provide the chat librarian may refer the question to the patrons library for follow-up after the session has ended.

As educators Im sure youre concerned about students using AskAway to short cut their learning process. Rest assured, AskAway policies require that chat librarians help students find resources, and assist them in using the resources, rather than sending the ANSWER. The intent is to teach students to do research, not to do their homework for them.Reference and Loan Library, 7/13/09What happens during and after the session?Librarians ask clarifying questions during the chat to verify that patrons are finding the information they need.

When the patron confirms that theyve received enough information to proceed with their research on their own the librarian may end the chat, or wait for the patron to logoff.

The patron receives a copy of the chat transcript by email (if they have entered an email address).

After the session ends the librarian codes the outcome, and if the patron needs more information the chat librarian can send the chat transcript to the patrons library for follow-up (but only if the patron verifies their email address during the chat).

Libraries generally follow-up the next day.

Chat libraries review transcripts regularly to report any concerns about the quality of service provided to their patrons.

1010Reference and Loan Library, 7/13/09Detailed information on chatsPatrons login and librarians staffing chat pick up their questions to begin a session.

Librarians conduct reference interviews with patrons and begin by checking the policy page for the patrons library to verify the sources available to that patron.

Librarians may co-browse with patrons, which allows either party to move to different websites together.

Co-browse functionality has some issues, so its used by all librarians.

When not co-browsing, chat librarians will push links to pages to the patron.

1111Reference and Loan Library, 7/13/09

Students and the public can login from the Reference and Loan launch page1212Reference and Loan Library, 7/13/09Logging in to Chat

Fill in these boxes and click connect to begin your chat13

Patrons view of the chat interfaceType your questions into the box below.14

Patrons view of a URL sent by a librarian15

Transcript sent to patron after the session16AskAway Hands-on ExerciseWEMTA 2010Wisconsin Reference and Loan Library17

Find your way to AskAwayIf your school has a link to AskAway, please go to it and login to the service.

If your school doesnt have a link, please go to your local public librarys website and look for the link to AskAway.

You can find your local public librarys AskAway page at: http://www.askaway.info/

If you dont find a link either place, please login from the DPI website at http://dpi.wi.gov/rll/qp_form.html

18http://www.askaway.info/

19

Time to log in and explore!Ask any question or questions you have to the chat librarians on the service.

Plan to spend 15 to 20 minutes exploring.

If youre done early, please take a break, but be back here by

When we reconvene, well compare notes on your experience. 20If youre stumped for research topics here are some ideasWhere can I learn about teacher licensing requirements in Wisconsin?

Where can I find newspaper articles on Abraham Lincolns assassination, written at the time of his death?

Where can I learn more about the BadgerLink databases, and find recordings of training sessions on the BadgerLink databases?

Where would I find information on Wisconsin model academic standards?

Where can I find information on traffic cameras and road congestion on Wisconsin highways?21Debrief on linking to AskAwayAny problems finding a link?

Does your school have a link?

Does your public library have a link?

Was it easy or hard to find?

Did you have any problems logging in?

22Lets talk about your experienceWas your question picked up in a timely way?

Was the chat librarian helpful?

Did they ask clarifying questions?

Did they help you find appropriate resources?

What other questions do you have?

23AskAway chat from the librarians perspectiveWEMTA 2010Wisconsin Reference and Loan Library24A bit of background before we beginIn the AskAway/QuestionPoint world youll hear about 2 different kind of policies:

Library Policy Pages available to chat librarians, they contain links to the librarys website, online public access catalog (OPAC), licensed research databases and additional information on hours of service, fines, etc.

QuestionPoint 24/7 Reference Collaborative Policies and Procedures apply to libraries and librarians who participate in the consortium ensure quality control.25Heres what chat librarians seeThe desktop includes several panes: left side

Patron information tab: question, name, email, referring URL (where they linked in from).

Scripts tab: libraries can create unique scripts that can be sent to their patrons by any chat librarian they may cover the greeting or closing, notes to students misbehaving and more.

URL tab: librarians use this to send URLs to web-based sources.

Notes tab: librarians use this to send notes to patrons or librarians.26

Starting from the left27And now, from the rightThe live chat transcript pane (top right):Displays everything typed by the librarian and the patronThis is the transcript that will be sent to the patron after the session ends (ONLY if they enter their email when they log into the chat)

The text entry window (bottom right) This is where patrons and librarians type their message.

Cobrowse button (rarely used, doesnt function well).

Transfer button (librarians can transfer chat sessions underway to other librarians).

End button librarians use to end the session.

28

Functions on the right side29

Library policy pageLinks to the librarys home page, catalog and research databases Policy page displayed for a patron is determined by the chat login page they use30

Sending the transcript to the patrons library 31AskAway on Tremper High School Library Website

32AskAway on Homestead High School Library Website

33AskAway librarian policy guidelines protect learning objectivesQuestionPoint policies for chat librarians specify that students logging in to the service should be directed to the resources of their school and/or public library and offered assistance selecting and using resources.

The inclusion of links to your librarys website, databases and catalog make it possible for chat librarians to direct students to those tools.

The intent of the service is to instill information literacy skills, not to provide instant answers.

Does that always happen? Unfortunately no.

3434Librarians help patrons find and use the sources offered by their own library, sources within BadgerLink, and sources on the web.

If a patron needs help that only their home library can provide (including status checks on interlibrary loans, clearing up fines, applying for library cards, etc.) the chat librarian will refer the question to the patrons library from within the AskAway software.

If the librarian feels the patron needs access to information resources or expertise that only their own library can provide the chat librarian may refer the question to the patrons library for follow-up after the session has ended.

As educators Im sure youre concerned about students using AskAway to short cut their learning process. Rest assured, AskAway policies require that chat librarians help students find resources, and assist them in using the resources, rather than sending the ANSWER. The intent is to teach students to do research, not to do their homework for them.Reference and Loan Library, 7/13/09What sources do chat librarians recommend to students?Resources provided by the students own library (online or in print).

BadgerLink databases.

Authoritative sources found on the web:Including those in the reference librarians wikiCredo reference sources available to chat librarians35The AskAway & QuestionPoint communityWEMTA 2010Wisconsin Reference and Loan Library36Current AskAway chat scheduleHoursMon.Tues.Wed.Thurs.Fri.Sat.8-9amUW OshkoshRacineWest Bend9-10amMilwaukeeUW OshkoshWISPALSRacineAppletonMilwaukeeKenosha10-11amMilwaukeeAppletonWISPALSMilwaukeeAppletonMilwaukee11am-noonUW MilwaukeeEdgewoodUW MilwaukeeEdgewoodUW MilwaukeeAppletonMilwaukee1-2pmSCLSUW OshkoshSCLSSCLS2-3pmWest BendKenoshaUWOshkoshWISPALSSCLSSCLSSCLSWest BendWest BendWest Bend3-4pmWest BendEdgewoodWinnefoxWISPALSR&L SchoolsR&L SchoolsWaukeshaWest BendEdgewoodWest BendWest BendR&LR&L Schools4-5pmR&L SchoolsWaukeshaWinnefoxR&L SchoolsR&LSchoolsR&L5-6pmR&LR&LUW Whitewater6-7pmR&LR&LUWWhitewater37Wisconsin public library system AskAway contactsInstitutionContactArrowheadRuth Ann MontgomeryIFLSMaureen WelchKenoshaTom CarsonLakeshoresPeggy ShafferDarcy MohrManitowoc-CalumetRobert HafemanMid-WisconsinSusan RobbinsMilwaukeeSandra ByrnesNicoletAnne MillerOWLSMeg ShriverSCLSJean AndersonWaukeshaMellanie MercierWinnefoxJoy SchwarzReference & Loan LibraryMartha Farley Berninger38Participating Wisconsin colleges and universitiesCarthage CollegeEdgewood CollegeSt Norbert CollegeUniversity of Wisconsin MilwaukeeUniversity of Wisconsin OshkoshUniversity of Wisconsin WhitewaterWISPALS (Tech College Consortia)Chippewa Valley Technical CollegeFox Valley Technical CollegeMoraine Park Technical CollegeNortheast Technical CollegeWisconsin Indianhead Technical College39QuestionPoint Public Consortia40Ask Here PA Public: King County Library System (Washington): Ask Us 24/7: MARYLAND ASKUSNOW!: AskMN: The Librarian Is In: MASSANSWERS: askMONTANA (MT Public): Nashville Public Library (Nashville, TN): AskWA Public: NC KNOWS PUBLIC (NC Knows): Boone County PL (KY): New York Public Library - ASK NYPL: Brooklyn Public Library: ORANGE CNTY PL (CAAsk): CAASKNOW: PARADISO LIBRARY: CT Public Consortium: Peoples Network Online Enquiry Service (Enq-UK): Delaware Division of Libraries (DE): QandANJ.org (NJ): Harold Hill Public Library: Queens Library (Queens NY): Houston Public Library (TX): VA - Central Rappahannock Regional Library (CENRAP): ILLINOIS PUBLIC ADMIN (IL): Wisconsin Library Services (WiLS): INFERNO LIBRARY: Worcester PL (MA): QuestionPoint Academic Consortia41Ask Here PA Academic: MISSISSIPPI ELECTRONIC LIBR ON: askMONTANA (MT-A): NC KNOWS ACADEMIC (NC Knows A): AskWA Academic: OAKLAND COMM COL (Mich_A): Baruch College (CUNY): QandANJ.org Academic (NJ): BOISE STATE UNIV (ID-A): SAN DIEGO & IMP CNTYS CC (CCC): BOSTON LIBR CONSOR (BLC/MassAns-A): UNIV OF CALIFORNIA, IRVINE: BRYANT & STRATTON COLLEGE: UNIV OF DELHI: CA Academic (CA Ask-A): UNIV OF HAWAII AT MANOA: CALIFORNIA STATE UNIVERSITIES: UNIV OF MONTEMORELOS: CT Academic Consortium: University of Arkansas: DELGADO COMMUN COLLEGE: University of Southern California: GULBARGA UNIVERSITY LIBRARY: University of Washington: Illinois Academic Admin (IL-A): UNL (UNebrLinc_A): Illinois State Library: Virginia Community College System (VCCS):MARICOPA COMMUN COL DIST OFFICE (AZ): Quality control procedures for Wisconsin schoolsThe Reference and Loan library and the Milwaukee Public Library review chat transcripts regularly.

Anytime a chat has not resulted in the best service for your student, we will notify the QuestionPoint quality control coordinator.

We will also reach out to the student, and your primary program contact to provide a more robust and/or appropriate response. 42Quality control procedures for Wisconsin schoolsWe add specific comments and critiques on the chat.

The QuestionPoint quality control coordinator will notify the administrator for the library that handled the chat.

The administrator will work with the librarian to ensure better service in the future.43What triggers quality control review?The librarian doesnt appear to understand the students question or need.

The librarian doesnt provide a full response to the student.

The librarian doesnt interact appropriately with the student.

The librarian disconnects unexpectedly.

44Quality control for the public and academic consortiaThe referral to quality control is the same.

The feedback to the chat librarians administrator is the same.

The primary difference is that each participating library reviews their own chat transcripts and can close the loop with their own patrons.45A history of AskAway in Wisconsin schoolsWEMTA 2010Wisconsin Reference and Loan Library46A brief history of AskAway in Wisconsin schoolsSome schools have added links to the service unilaterally over time.

In May 2007 five schools were selected to participate, in a trial of AskAway in the schools. Four were able to proceed - other schools expressed interest, but were unable to participate due to a variety of factors.

Participating schools were:George Nelson Tremper in KenoshaSouth Division High School in MilwaukeeMosinee School DistrictHomestead High School in Mequon

4747Reference and Loan Library, 7/13/09The 2007 school trialThe Milwaukee Public Library agreed to support South Division High School.

Reference & Loan agreed to support the other schools.

Use during the trial period grew gradually, with fluctuations according to class workload and academic schedule.

4848Reference and Loan Library, 7/13/09School Trial Statistics49

What did the trial show us?Reviews of the trial held with Reference and Loan, participating libraries and Milwaukee Public Library reveal that:

Its important to present training to students both in the library and the classroom training drives student use of the service.

Repeat presentations may be necessary to build students confidence in the service, and to develop constructive, appropriate use of the service.

Training fellow teachers and school staff also builds use of the service and understanding of its value.

Use by school faculty and staff builds more slowly.

5050Reference and Loan Library, 7/13/09Schools hosting AskAway linksAmery Intermediate/Middle SchoolMonroe Middle SchoolAshwaubenonMosineeBayport High School - Green BayMount HorebFall CreekNorth LakeGeorge Nelson Tremper - KenoshaParkviewGibraltar School DistrictPort Washington-SaukvilleGreen LakeRhinelanderHolmenSalem School DistrictHomestead High School - Mequon ThiensvilleSouth Division High School - MilwaukeeJohnson Creek School DistrictSteffen Middle SchoolKaukauna High SchoolStevens Point Area School District - Ben Franklin and PJ Jacobs Jr. High SchoolsLake Shore Middle SchoolUnion Grove High SchoolMarathon School DistrictWalworth School District51AskAway statistics 2009-2010 school yearOCTOBER 2009NOVEMBER 2009DECEMBER 2009JANUARY 2010FEBRUARY 20101569772878352Where do we go from here?All Wisconsin schools will be encouraged to add links to AskAway.

We will encourage schools to work with their public library system (if it participates in AskAway).

If your public library system does participate you may want to post their AskAway link, rather than the Reference and Loan link.53Where do we go from here?Separate school policy pages will be implemented.

The Reference and Loan Library will be publishing statistics regularly.

We will continue to develop and share training and marketing materials for AskAway in schools.54The current setup is flawedWe have to rely on one of the following to identify chats with school students: Patron email extensionlibrary you use as reported by patronReferring URL Question IDDate EnteredPatron E-mail DomainLibrary you useReferring URL52444102010-02-01 12:10:29.673http://mpsportal.milwaukee.k12.wi.us/portal/server.pt?open=512&objID=311&&PageID=38264&mode=2&in_hi_userid=2&cached=true53344932010-02-26 11:31:00.946@germantown.k12.wi.ushttp://dpi.wi.gov/rll/qp_form.html53350212010-02-26 13:54:46.773@wi.rr.comGaenslen Schoolhttp://dpi.wi.gov/rll/qp_form.html55Why are separate policy pages so important?To ensure that chat librarians see and recommend your local resources.

To facilitate better, easier, neater statistical reporting and sharing.56Implementing AskAwayWEMTA 2010Wisconsin Reference and Loan Library57

Adding AskAway - step 1: program contactDesignate a primary program contact (normally the library media specialist) who will:Receive and review program statistics.Respond to follow up on student questions.Handle misuse of the service.

Send that persons contact information to Reference and Loan (martha.berninger@dpi.wi.gov)

58

Adding AskAway step 2: linksSend us links to:Your library media centers home page.Your online public access catalog (OPAC).Links to any research databases you license.a login and password for chat librarians.

59

Steps in the process - linksCreate a link (or links) into AskAway chat on your school librarys website.

If your local public library staffs AskAway you may want to post their local link.

If your local public library doesnt staff AskAway, you will need to post the Reference and Loan Library link.

60Posting links where & how many?You can post as many links to AskAway chat as you like.

We encourage you to be creative.

A link on the library media center homepage is a great start.

You may want to add links inside your online public access catalog (OPAC) or on the page displaying your research databases.

Research shows that posting the link on pages where patrons may encounter problems increases the chance that theyll login for help.61

Adding AskAway step 3: trainingGive Reference and Loan advance notice of training sessions so we can staff up.

Review and customize training tip sheets and handouts.

Schedule multiple training sessions with:StudentsFacultyStaffParents? not a bad idea!

62

Adding AskAway Step 4: follow up Review chat statistics periodically.

Contact us with any questions on statistics.

If any chats require resources only your school can provide your program contact will receive an email.Follow up with student to close the loop

If serious student misuse of the service occurs well contact your program contact.

63Issues that may arise with studentsWhen your patrons login from their school librarys website the chat librarian will follow the policy on working with students.

Students are sometimes unhappy when the librarian wont just send the answer.

Wed like your support of the AskAway policy on working with students.

And yes, students will shop for the librarian most likely to do their homework for them.64

Steps in the process handling misuseIf serious student misuse of the service occurs well contact your program contact.

65Responding to misuseWe wont contact you unless misuse is serious and/or repetitive.

How you respond is your choice.

How do other schools respond?Some check the IP address and/or email to identify the student, then reach out to the student directly.Some contact the student, remind them of the proper use of the service and leave it at that.Some remind the student that misuse of the service represents a violation of the school code of contact.66A Word of CautionPLEASE DO NOT post a link into AskAway chat using the link hosted by the Reference and Loan or your local public library without first informing that library or us.

PLEASE POST only the link into AskAway chat. Staffing constraints make it impossible for us to support the use of AskAway email in schools at this time.

Patrons logging in are identified as patrons of the library whose launch page theyve used to login.

Posting a link into another librarys launch page makes that library responsible for follow up with your students.

The statewide consortium needs to know when new libraries are posting links so we can properly support your students and address the staffing ramifications.

6767Reference and Loan Library, 7/13/09Ongoing training and supportMonthly best practice sessions to reinforce procedures and tools, held the third Thursday of every other month in conjunction with Illinois and Minnesota.

See the AskAway wiki for the schedule (http://askaway.pbworks.com/Best+Practices) - sessions are recorded if you cant participate.

Customizable materials designed to introduce students and staff to the AskAway service.

Ongoing training and support.

68AskAway support sites and servicesWEMTA 2010Wisconsin Reference and Loan Library69AskAway/QuestionPoint support sitesAskAway wiki (Wisconsin consortium)

QuestionPoint website(nationwide consortium)

QuestionPoint wiki (nationwide consortium)

QuestionPoint interface (for chat librarians)

70Which tool meets your need?AskAway wikiQuestionPoint (OCLC) websiteQuestionPoint wikiQuestionPoint interfaceWisconsin consortium - administrators and librariansNational consortiumNational ConsortiumAskAway librariansLogos and links for AskAwayLibrarian login screenQuestionPoint 24/7 Reference Consortium PoliciesLogin to chat and emailChat schedule for WisconsinTutorials videosLinks to Ready Reference SourcesLogin to practice chat queueContact information for Wisconsin administratorsDocumentation on QuestionPointClearinghouse for QuestionPoint ScriptsView and link to chat transcriptsBest practice schedule and links to recordingsSubscribe to QuestionPoint_L listservBest practice informationStatistics and reportsPublic relations materialsConference presentations and informationInformation on national advisory boards and user groupsLink to library's policy pagesTip sheets and handouts for schools and librariesAdministrator setup guidePublic relations tips and linksManage your library's queue of questionsInformation on library policy pagesImplementation materialsLinks to ready reference databasesLinks to consortium resourcesInformation on creating IDs and passwords Submit feedback to the User CouncilNews on the national and international consortiumLinks to reference databases and QP knowledgebase71AskAway wiki (WI): http://askaway.pbworks.com/

72Logos on the AskAway wiki

73QuestionPoint (national cooperative) websitehttp://questionpoint.org/education/index.html

74QuestionPoint (national) wikihttp://wiki.questionpoint.org/

75QuestionPoint 24/7 Policies

76Other resources for chat librarians

77Time to explore AskAway links and informationWEMTA 2010Wisconsin Reference and Loan Library78Exploring AskAway links and informationBefore we begin well discuss which of your libraries or districts already have AskAway links.

Please spend the last portion of our program using AskAway chat, or exploring one of the following:The AskAway (WI) wiki - find the PR page that includes logos and links.

The QuestionPoint (national) wiki or website - locate and explore tutorials or FAQs.

The statewide AskAway map - locate the login page for your local public library.

79THANK YOU

And, please call with any questions about AskAway!Martha Berninger, 608-224-6168Martha.berninger@dpi.wi.gov8080Reference and Loan Library, 7/13/09