11/6/2003 MPLA/NLA Conference, In cline Village, Nevada 1 KANAnswer A Kansas collaborative for virtual reference Eric Hansen Kansas Library Network Board 1-800-432-3919 [email protected] www.skyways.org/KSL/KLNB
Mar 27, 2015
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KANAnswerA Kansas collaborative for
virtual referenceEric Hansen
Kansas Library Network Board
1-800-432-3919
www.skyways.org/KSL/KLNB
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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)
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What is the KLNB’s mission?
The Kansas Library Network Board promotes services that provide people with the information they want, when
and where they need it.
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What does the KLNB do?
• Interlibrary Loan Development Program
• Kansas Library Card
• Materials Replacement Fund
• Western Trails Project
AND…
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What Is KANAnswer?
A statewide online information service for Kansas
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Project Need
KLNB: Public and academic library reference statistics are down because
patrons are going to the Internet for their information needs.
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Project Plan
• KLNB directive May 16, 2002 • Statewide task force met twice in July 2002 • KLNB approved plan August 15, 2002
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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.
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Project Timeline
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September – December 2002
• Select software/service vendor
• Draft policies and procedures document
• Prepare marketing/PR campaign
• Secure project partners
• Staff training
• Prepare assessment tools
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January – March 2003
• Project launch
• Awareness sessions in Kansas
• First assessment and adjustments
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April – June 2003
• Awareness sessions continue
• Tri-Conference exposure
• Second assessment
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July – September 2003
• Determine future of project
• Fund raising
• Draft best practices document
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Service Provider
LivePerson Selected for Price, Ease of Use, and Feature Set
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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*
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KANAnswer Operators Manual
• Operator Requirements • Operator Guidelines • Referral Policy and Procedure • Additional information
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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
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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
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KANAnswer numbers
• 97 operators and 1 administrator
• 24 libraries
• 56 hours per week
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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
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KANAnswer pilot project usage, by Kansas county
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Pilot Project user responses
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“Did we completely answer your question?”
• Yes = 465
• No = 107
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“Was KANAnswer easy to use?”
• Yes = 521
• No = 6
• Somewhat = 13
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“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
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“Where are you when you access
KANAnswer? (Check all that apply)” • School/campus = 116
• Home = 207
• Library = 156
• Elsewhere = 140
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“How did you hear about KANAnswer?”
• AccessKansas = 108
• Internet search = 81
• Other = 50
• Library Web site = 43
• Library worker/workshop = 39
• “Library” = 23
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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
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KANAnswer user responses,September 2003
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“Did we completely answer your question?”
• Yes = 64
• No = 14
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“Was KANAnswer easy to use?”
• Yes = 72
• No = 0
• Somewhat = 3
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“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
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“Where are you when you access KANAnswer? (Check all that apply)”
• School/campus = 24
• Home = 35
• Library = 21
• Elsewhere = 25
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“How did you hear about KANAnswer?”
• AccessKansas = 13
• Web search = 14
• Library Web site = 13
• Library/library worker = 17
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How does KANAnswer work?
User’s perspective
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How does KANAnswer work?
Operator’s perspective
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Operational adjustments
• Operator login and logoff
• Canned responses & Web pages
• Hours of operation
• Operator Steering Committee
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Bridging institutional missions
• Different user populations
• Length of chat sessions
• e-mail follow-up
• Library closed days
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Demonstration
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Questions?
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Thanks for your attention!
Eric Hansen
Kansas Library Network Board