KANAnswer

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KANAnswer
Collaborate Go Virtual

• Eric Hansen
• Kansas Library Network Board
• Empowering librariesinnovation resource
  sharing
• 1-800-432-3919
• Eric_at_kslib.info
• 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 KLNBs 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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KANAnswer Web site

• Service logo
• Domain names
• Service hours
• Participating libraries
• E-mail info. Providers
• Expertise directory
• Pilot plan and assessment
• Best practices

www.kananswer.info
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KANANSWER-L

• E-mail discussion list open to operators
• Resident on KU server
• Co-owned by Service Coordinator
• Subscriptions by Service Coordinator
• Not moderated
• 100 subscribers

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Service provider

• LivePerson selected for price, ease of use, and
  feature set

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KANAnswer Operators Manual

• Operator requirements
• Operator guidelines
• Referral policy and procedure
• Additional information

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KANAnswer numbers

• 100 operators and 1 administrator
• 29 libraries
• 50 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
1/31-6/30/03
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KANAnswer usage, by Kansas county, September 2004
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How does KANAnswer work?

• Users perspective

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How does KANAnswer work?

• Operators perspective

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Operational adjustments

• Operator login and logoff
• Canned responses and Web pages
• Hours of operation
• Operator Steering Committee
• Supplemental training

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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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Thanks for your attention!