1. Expanding VR Partnerships: the askON Pilot Project Sonny Banerjee and Diane Granfield, Ryerson University Adam Taves, York University TRY Libraries Conference, May 2008

2. Welcome and Outline  Historical notes  Implementation Process  Staffing  Software and Demo  Marketing and usage  Types of Questions  The future

3. Historical Notes VR comes to Canada Guelph, Ryerson and York begin stand- alone services in 2001/early 2002 Collaboration (OCVRP) begins Fall 2002 Adventures in software and the dissolution of OCVRP York and Ryerson continue to collaborate Collaborative lessons

4. AskON …  Knowledge Ontario  Add to library service delivery options and models  Make libraries more relevant  Offer staff development opportunities and challenges  Extend reference service hours …

5. Descriptive Notes  Public Libraries: Greater Sudbury, Hamilton, Innisfil, Kingston Frontenac, London, Middlesex, North Bay, Stormont Dundas and Glengarry, Vaugn, Welland  Academic Libraries: Algonquin College, George Brown College, Lakehead, Mohawk College, Ryerson, Seneca College, York  Academic Hours: Monday – Thursday: 11a.m. to 10 p.m.; Friday – Sunday: 11p.m. to 5 p.m.

6. AskON Development and Implementation  Public and Academic  Task forces: technology, implementation, service policies, marketing, training, evaluation  Implementation Task Force: who (institutions, including french language queue), hours, staffing and supporting materials for portal

7. Why Join AskON?  Re-invention is essential and inevitable in this environment  Expand hours  Infrastructure: portal; backchat; administration; software cost benefits; software support; training  Staff development & library development  We had something to offer

8. Staffing and Training  Staffing model: size of library; predictions on past traffic, scheduling  Staffing model: who  Training and support: portal, back- chat

9. askON Software  LivePerson Web-based No patron software required / Browser neutral No co-browsing No downtime / Dropped calls infrequent

10. Promotion & Marketing  Institutional websites  IL classes  Marketing materials Posters, buttons, ‘business cards’ Signs when reference desk closed  Option in SFX

11. Total Questions by Home Institution 2005200620072008 January Ryerson188195109310 York498528408417 AcademicNA 807 February Ryerson252264147376 York595 426626 AcademicNA 1243 March Ryerson386344231525 York514663456645 AcademicNA 1394

12. Questions answered by Non-Member of Patron’s Home Institution 2008 January Ryerson12% York39% February Ryerson1% York47% March Ryerson27% York47%

13. Satisfaction Rates (Exit Surveys)

14. Analysis of Transcripts

15. Questions?