Ask Us 247

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Ask Us 24/7
Quality Control Is it Worth it?

• A Multi-Type Library
• Virtual Reference Service

Western New York Library Resources Council
October 2004
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Ask Us 24/7 Participating Libraries

• Buffalo State College
• Center For Inquiry (Paranormal Subject
  Specialists)
• D'Youville College
• Hospital Library Services Program (Consumer
  Health subject specialists)
• Lockport Public Library
• Medaille College
• Millard Fillmore Hospital (Gates Circle)
• Multidisciplinary Center for Earthquake
  Engineering Research (MCEER) (Earthquake research
  subject specialists)
• Niagara County Community College
• Niagara University
• Olean Business Institute
• Olean Public Library
• Richmond Memorial Library
• St. Bonaventure
• SUNY Fredonia
• Women's Children's Hospital
• Villa Maria College

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Ask Us 24/7 - Patron Login
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Ask Us 24/7 - Patron Information Tools
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Ask Us 24/7 - Patrons Library
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Ask Us 24/7 Confirming Patrons email address
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Ask Us 24/7 Librarian Interface
Patron Information
Link to policy page of patrons library
Scripted messages
Text of chat
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Ask Us 24/7 Librarian Information Tools
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Ask Us 24/7 Librarian Information Tools
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Ask Us 24/7 Librarian Information Tools
Library/service specific scripted messages
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Ask Us 24/7 Finding the Information
Viewing Web pages
Click here to push it to the patron
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Ask Us 24/7 Patron Screen- Pushed Pages
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Ask Us 24/7 Librarians Co-Browse Window
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Ask Us 24/7 Patron Feedback
Patron survey
Links for website
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Ask Us 24/7 Emailed Transcript
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Ask Us 24/7 Was it successful?
Ending session with a resolution code
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Ask Us 24/7 Forwarding Transcript
Chance to send a copy of the transcript to the
patrons library if needed
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Ask Us 24/7 24/7 Reference Info Page
Reports Module
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Ask Us 24/7 Patron Feedback
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Ask Us 24/7 Patron Feedback
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Ask Us 24/7 Transcript Evaluation
Email to Quality Control at 24/7 Reference
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Ask Us 24/7 Service Structure

• 24/7 Reference Software
• 24/7 Reference Cooperative
• Ask Us 24/7 Project Manager
• Ask Us 24/7 Site Supervisors
• Ask Us 24/7 Desk Librarians
• Ask Us 24/7 Trainer

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Ask Us 24/7 Training, Training....

• Online Meeting Room
• Creating Scripts
• Using Co-browsing Effectively
• Understanding Policy Pages
• Understanding Reports
• Training Center
• Using the Evaluation Tool
• Improving Your Internet Search Techniques
• Improving Your Reference Interview Skills
• Updates to software
• Susan McGlamery

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Ask Us 24/7 Evaluating Transcripts

• Criteria Assessment Tool
• Library Evaluations
• Group Evaluations
• Year End Report

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Ask Us 24/7 Criteria Checklist
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Ask Us 24/7 Year End Report
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Ask Us 24/7 More Information

• www.wnylrc.org
• Contact
• Sheryl Knab, Assistant Director
• Western New York Library Resources Council
• 4455 Genesee Street
• P.O. Box 400
• Buffalo, New York 14225-0400
• [phone], ext. 121
• sknab_at_wnylrc.org