In this update:
AA News: Welcome Back; New Committee Members; Multi-sector Database Bundle; New Library Looks; Service Provider FAQs; Patron Exit Survey
AA Quick Tips: Instruction Without Co-browse; New to the Service?
AA Stats: Did you know?
Absolutely Amazing Patron Feedback
We hope you had a great summer! AskAway opens for service again at 10 AM September 15th. The schedule and closure dates for the fall term are posted on the Portal:
New Advisory Committee Members
The AskAway Advisory Committee is pleased to announce three new members: Dana McFarland representing the Council of Post-secondary Library Directors; and two members-at-large, Jennifer Brownlow (Vancouver Island University) and Debra Flewelling (Douglas College). For more information about the Advisory Committee, visit the Portal:
Multi-sector Database Bundle
Thanks to the new BC Multi-sector Database Bundle announced August 1, all BC public post-secondary patrons now have access to a common suite of resources. This will make it easier for AskAwayers to quickly find available resources for a patron, regardless of the patron’s home institution. For a more information and a complete list of databases included in the bundle, visit the BC ELN website: http://www.eln.bc.ca/view.php?id=1580
New Library Looks!
Several libraries have had major website redesigns over the summer. Please take a quick look to familiarize yourself with the new library websites:
Royal Roads University http://library.royalroads.ca/
Trinity Western University http://www.twu.ca/library/
Langara College http://www.langara.bc.ca/library/
University of Victoria http://library.uvic.ca/
Remember that the AskAway Policy page for each library is often the fastest way to access local info from within the chat monitor.
Service Provider FAQs
Have a burning question for the AskAway coordinators? The answer may be at your fingertips! Check out the new service provider FAQs on the Portal: http://www.eln.bc.ca/askaway/index.php?page=faq
If you have any comments or suggested additions, please let Sunni know.
New Patron Exit Survey Question
AskAway administrators have expressed interest in being able to identify exit survey feedback from their own patrons. As the exit survey is housed on servers in BC, we are now able to ask patrons that fill out the exit survey to identify their home institution. The new question "Which institution do you attend?" will appear on the survey as of September 15th. Exit survey feedback will continue to be posted regularly on the Portal:
AA Quick Tips:
Tips for Instruction Without Co-browse
Wondering how to provide instruction in a licensed resource without co-browse? Try these strategies:
* Open up the resource in a separate browser window. Use page-pushing and chat the patron through the search. Check in frequently to make sure the patron is seeing the same thing you are.
* If you are having problems with page-pushing, ask the patron to open up the resource in a new browser window. This will minimize the number of errors caused by the chat window. Let them know to come back to the chat window to read your instructions.
New to AskAway? Check out the PD Sessions!
If you are new to the service, be sure to check out the online subject resource and library website tutorials on the Professional Development tab of the Portal: http://eln.bc.ca/askaway/?page=recordings
These tutorials have been created by your peers in their areas of expertise, and are an invaluable way of expanding your subject reference knowledge.
Have an idea for a tutorial? Let us know!
Did you know….
… AskAwayers have handled over 17,500 calls since the start of service in October 2006.
… during the summer term, the number of grad students using AskAway doubled! The number of 3rd-4th year students also increased.
… busiest times during the regular term tend to be Tuesday and Wednesday afternoons and evenings.
AskAway statistics up until and including August 2008 are available on the For Local Administrators tab of the Portal:
Have questions about statistics? Ask Sunni: firstname.lastname@example.org
Absolutely Amazing Patron Feedback
"very useful and quick, didn't even need to leave the computer. I enjoyed the ability for the person to send the link, and my screen going directly to that page."
"I appreciated the prompt and helpful response. Much more efficient than a telephone call, and liked the option to have transcript e-mailed." [3rd-4th year]
"the person who helped me was a GREAT deal of help and very helpful. he/she could not find the article at first but took the time to find it for me. he/she did not give up :)" [1st-2nd year]
"I love askaway! " [grad student]
Want to read more? Results from the Patron Exit Survey are available on the Portal: http://www.eln.bc.ca/askaway/index.php?page=exitstats
Questions about this update or suggestions for future ones? Let Sunni know!