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11/6/2003 MPLA/NLA Conference, Incline Village, Nevada1 KANAnswer A Kansas collaborative for virtual reference Eric Hansen Kansas Library Network Board.

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Presentation on theme: "11/6/2003 MPLA/NLA Conference, Incline Village, Nevada1 KANAnswer A Kansas collaborative for virtual reference Eric Hansen Kansas Library Network Board."— Presentation transcript:

1 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada1 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

2 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada2 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)

3 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada3 What is the KLNBs mission? The Kansas Library Network Board promotes services that provide people with the information they want, when and where they need it.

4 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada4 What does the KLNB do? Interlibrary Loan Development Program Kansas Library Card Materials Replacement Fund Western Trails Project AND…

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6 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada6 What Is KANAnswer? A statewide online information service for Kansas

7 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada7 Project Need KLNB: Public and academic library reference statistics are down because patrons are going to the Internet for their information needs.

8 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada8 Project Plan KLNB directive May 16, 2002 Statewide task force met twice in July 2002 KLNB approved plan August 15, 2002

9 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada9 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.

10 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada10 Project Timeline

11 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada11 September – December 2002 Select software/service vendor Draft policies and procedures document Prepare marketing/PR campaign Secure project partners Staff training Prepare assessment tools

12 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada12 January – March 2003 Project launch Awareness sessions in Kansas First assessment and adjustments

13 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada13 April – June 2003 Awareness sessions continue Tri-Conference exposure Second assessment

14 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada14 July – September 2003 Determine future of project Fund raising Draft best practices document

15 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada15 Service Provider LivePerson Selected for Price, Ease of Use, and Feature Set

16 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada16 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*

17 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada17 KANAnswer Operators Manual Operator Requirements Operator Guidelines Referral Policy and Procedure Additional information

18 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada18 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

19 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada19 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

20 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada20 KANAnswer numbers 97 operators and 1 administrator 24 libraries 56 hours per week

21 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada21 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

22 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada22 KANAnswer pilot project usage, by Kansas county

23 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada23 Pilot Project user responses

24 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada24 Did we completely answer your question? Yes = 465 No = 107

25 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada25 Was KANAnswer easy to use? Yes = 521 No = 6 Somewhat = 13

26 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada26 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

27 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada27 Where are you when you access KANAnswer? (Check all that apply) School/campus = 116 Home = 207 Library = 156 Elsewhere = 140

28 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada28 How did you hear about KANAnswer? AccessKansas = 108 Internet search = 81 Other = 50 Library Web site = 43 Library worker/workshop = 39 Library = 23

29 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada29 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

30 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada30 KANAnswer user responses, September 2003

31 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada31 Did we completely answer your question? Yes = 64 No = 14

32 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada32 Was KANAnswer easy to use? Yes = 72 No = 0 Somewhat = 3

33 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada33 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

34 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada34 Where are you when you access KANAnswer? (Check all that apply) School/campus = 24 Home = 35 Library = 21 Elsewhere = 25

35 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada35 How did you hear about KANAnswer? AccessKansas = 13 Web search = 14 Library Web site = 13 Library/library worker = 17

36 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada36 How does KANAnswer work? Users perspective

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46 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada46 How does KANAnswer work? Operators perspective

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62 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada62 Operational adjustments Operator login and logoff Canned responses & Web pages Hours of operation Operator Steering Committee

63 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada63 Bridging institutional missions Different user populations Length of chat sessions e-mail follow-up Library closed days

64 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada64 Demonstration

65 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada65 Questions?

66 11/6/2003 MPLA/NLA Conference, Incline Village, Nevada66 Thanks for your attention! Eric Hansen Kansas Library Network Board


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