How do users find us?

Users are obviously impressed. When asked, “How did you hear about Ask a Librarian”? 9.66% of users replied a friend or family member recommended the service. One user commented, “A classmate told me your services are excellent AND she is correct.”

8% of users were recommended the site from an instructor, or teacher
10.1% of users found the site while browsing or searching the Internet
11.1% of users found out about the service through their librarian or library
1.69% of users found Ask a Librarian through marketing materials
1.21% of users found the site through ‘other’ methods such as a home school book and the post office.
.73% of users located the service through local newspaper
57.5% of users found the site through links on their libraries web site.

The high percentage of users who found the service through links on their libraries web site follows the logic of last year’s OCLC perceptions report and earlier studies, indicating that the more prominent links for electronic resources on library web page leads to increased use.

Server and Software Update

As many of you have probably noticed, when we upgraded to a new server last week, we also got a software update. Besides a new stylish interface for librarians, the new Docutek software has several fixes in it for issues some of you have had in the past.

Overall, the upgrades for both the server and the software went well. I am happy to report the slowness/refreshing errors that appeared last week have been fixed. CCLA and Docutek worked very hard to resolve the issue as soon as possible. We appreciate everyone who reported occurances and everyone for their patience while we worked on the issue. If you notice, the issue again please report it immediately to askalibrarian@tblc.org.

The software upgrade resolved several issues some of you might of experienced or noted, they are listed below:

- IE 7 Displays Security Information Prompt When Operator Loads Live Chat Window has been corrected
- When transferring a question to another institution after a Live Chat session the user is now required to select a Virtual Desk.
- The “Preserve Session” pop-up would remove focus from the current window, this should not happen any longer.
- Improper email address formatting in “email settings” could cause an error when a patron submitted a question.
- An error would sometimes occur in the chat frame when sending a chat message or in tabs frame when accepting multiple patrons, these issues has been resolved.
- Sometimes other users’ chat messages would be displayed in the chat frame, which has been resolved.
- Accepting a patron from the “New Patron” notification pop-up would close other notification windows.
- The CLASSIC switchover timer is now configurable. This timer is used to automatically switch the patron to CLASSIC mode if they cannot be configured for PRO mode within the allotted time. We have lengthened the time so it should allow more users to enter in PRO.
- The patron and operator browser status is more clearly indicated to the operator within the Live Chat window.
- Sometimes the “Save Question” pop-up can appear more than once for a given session, which should no longer occur.

Docutek, CCLA and TBLC are always working to keep the Ask a Librarian software working at the highest level possible. Please remember to report issues to askalibrarian@tblc.org so we can resolve technical glitches or bugs as soon as possible.

The Quality Assurance Workgroup has named September’s Exemplary Reference Awards!

The Quality Assurance Workgroup has been hard at work and has awarded the following transcripts from this September Transcripts of the Month. Transcripts were awarded in three categories: Best Detailed Chat, Best Brief Chat, and Best Teaching Chat. Steve Kronen from Winter Park Public Library will receive a gift card to Border’s for her Best Detailed Chat and all three winners will receive a certificate at a presentation at this year’s Florida Library Association Annual Meeting in Orlando.

For Best Brief Chat: Krista Branan, Brevard County Libraries, 9/19/2006
Krista gave a nice intro to the Florida Electronic Library and talked her patron through a search.

For Best Detailed: Steve Kronen, Winter Park Library, 9/2/2006
Even though Steve could not find a copy of a book on the person that the patron wanted in the catalog, he managed to locate a similar one. He also supplied the patron with a synopsis of the book and directed them to the library branch that carried that book. This chat shows good patron contact and good follow-through using a variety on online resources.

For Best Teaching Chat: Douglas Black, Nova Southeastern University 9/1/2006
Very patient in helping the student find articles on a tough subject

To view these transcripts, please visit the library toolbox at http://info.askalibrarian.org

Please consider nominating yourself or co-workers for great sessions! Nominations are currently being accepted for sessions that occurred in October or November in the Ask a Librarian toolbox.

2005-2006 User Surveys Analyzed

Last year, we surveyed our users four times to gauge what they liked about the service, and what they would like to see change. Like years past the survey demonstrated users are happy with the service one user wrote, “YOU GUYS ARE THE BEST KEEP UP THE GOOD WORK =).”

The survey was administered 2,100 times last year and 683 users completed the survey, roughly a 37% response rate. The average online survey response rate is slightly lower at 32.52%.

Here are some highlights from the user survey for the last grant year:

* 43.53% of Ask a Librarian users were return users.
* 84% connected with a librarian (we would like to see this number go up next year.)
* 65% of users said their question was answered completely, 7% said their question was partially answered and they were expecting follow-up from the librarian. Another 13% said their question was partially answered and they were not expecting follow-up.
* 57% of users were shown a web-based library resource during the session. 7% were unsure if they were shown a web-based library resource. 36% were not taken to a web-based library resource.
* Of those taken to a web-based library resource, 76% said they would definitely or probably be able to use those same resources on their own later on.
* 89% of users said they would definitely or probably use the service again.

Overall, these statistics demonstrate why our numbers are on the rise! At the moment of need, Ask a Librarian librarians are getting users the information they need.

Databases and Ask a Librarian

Ask a Librarian prides itself on the ability to take users through the electronic databases their library subscribes too. Occasionally, we discover a database which is not working well with Ask a Librarian. We have recently discovered the EBSCO databases is one such case. CCLA programming gurus are working on this new issue, and we thank you for your patience as they get to the bottom of the problem.

In the meantime, we recommend using the Gale & OCLC databases offered through Florida Electronic Library. The Gale databases can be accessed via a bookmark on the live service and are IP authenticated. Further, using each libraries knowledge base you have access to their specialized databases for use with their customers.
Please remember to report all issues with databases and/or Ask a Librarian in general to the Ask a Librarian Helpdesk at askalibrarian@tblc.org.

Ask a Librarian 2006 Annual Summary

A new annual summary sheet about Ask a Librarian has been produced. The report focuses on the amazing increased use, new libraries, upgraded software and new marketing in last year’s grant. Copies were sent to the directors of each participating library.

View the summary in pdf online. To request print copies for your library, please contact Diana Sachs-Silveira.

Ask a Librarian Training Date in January

There will an Ask a Librarian training session in on Thursday, January 18th from 9-3:30pm at TBLC in Tampa, Florida.   To register, please visit the TBLC website’s training registration site and fill out the short form!

October Statistics are posted

The 2006-2007 grant year started off with on a high note. With 3,076 chat sessions and 1,131 email sessions statewide, Ask a Librarian had an increase of 86% from October 2005 and a 22% increase from last month. Chat saw the most dramatic increase – a 160% increase from last month. The service is continuing to skyrocket in use as it has since July 2006!   The  report is available online in pdf or jpg.

User Exit Survey is live

The user exit survey for Fall 2006 has been enabled. The survey will be administered to users as they exit the Collaborative Ask a Librarian service for the next two weeks. I hope to post a summary of the results after the survey is closed.

The survey posed 9 quick questions:

1- Did you connect with a librarian today?
2- Was your question answered today?
3- Have you used Ask a Librarian before?
4- Based upon your experience today, would you use the Ask a Librarian service again?
5- Did the librarian show you any web-based library resources (library catalog, databases, etc)?
6- Do you think you would be able to use those same resources on your own, later on?
7- As a result of using the Ask a Librarian service, do you think you will be more comfortable doing online research in the future?
8- How did you hear about Ask a Librarian?
9- We welcome your comments or suggestions. Please let us know how we are doing, and how we can improve!

Veteran’s Day Closings

After talking with the librarians scheduled on Friday, November 10th.  We have come to the conclusion we do not have enough staff to remain open.  Therefore, Ask a Librarian will be closed both Friday, November 10th and Saturday, November 11th for the Veteran’s Day Holiday.

The good news is over this break, we will be migrating to a new server on the live service.  CCLA will be handling the upgrade while we are closed.  The new server will enable us to handle the growing demand on the service