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AskLive Status Report
“Reference,” as academic libraries have known it, has been changing. It will continue to
change at a rapid rate due to technological tools that are expanding teaching and
learning outside of the traditional classroom, as well as, the development of
technological tools that are enabling users to access information more efficiently and
effectively. Yale University Library has started to respond to these trends and needs to
continue to make changes to ensure our patrons are receiving quality research
assistance when they need it.
While traditionally virtual reference service has been thought of only as Instant
Messaging or chat reference software such as QuestionPoint or Altarama, the addition
of more virtual tools should compel libraries to start thinking of these tools as a suite of
services that includes Instant Messaging, text messaging and email. This suite of
services will provide our users with the knowledge that there are multiple points of
access to research assistance at the times when they need it most – primarily online. In
addition, having multiple modes for providing service allows for a more robust method of
serving our clientele through referrals and communication between librarians in different
units and libraries. M. Kathleen Kern sums this up succinctly when she writes that “an
integrated service perspective mainstreams the virtual reference component and
stabilizes its place within your organization, so goals for service quality, patron
satisfaction, promotion, and the like can be unified.”1
Virtual Reference Services
AskLive
AskLive, Yale University Library’s virtual reference service, was started in 2003 as a pilot
using the subscription service, QuestionPoint from OCLC. Hours of service were from
12pm – 5pm initially. However, the Reference Group presented a proposal for a pilot
from 3/06-12/06 to extend AskLive into the evening hours and provided three success
factors for determining whether to continue the service:
1. A minimum 10% increase in the total number of undergraduates using
AskLive during all of its service hours.
2. The number of undergraduates using the service between 6:00pm and
11:00pm, Sunday through Thursday will be greater than the number using the
service during its current hours, 1:00pm to 6:00pm, Monday through
Thursday and 1:00pm – 5:00 pm Friday.
3. The number of reference questions answered via AskLive between 6:00pm
and 11:00pm, Sunday through Thursday will equal if not exceed the number
of reference questions answered during the same time period at two physical
reference desks in the Yale University Library, those at the Government
Documents Center and at Sterling Memorial Library.
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Kern, M. Kathleen. Virtual Reference Best Practices: Tailoring Services to Your Library.
Chicago: American Library Association, 2009.
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The first factor was met. There were 387 undergraduate transactions during all service
hours March – December 2006 and only 220 during the same period in 2005. This
represents a 76% increase in usage during all service hours. The other two factors were
not met. However, the Reference Group proposed continuing the evening pilot for
another year but changing the software that was being used for virtual reference. The
group investigated and evaluated different types of software and tools and decided to
replace QuestionPoint with a free, new Instant Messaging service called Meebo in
September 2007. Deciding factors for this change included:





fewer steps for patrons to access the service
availability of widgets to increase visibility of the service
ease of use for both patrons and librarians
minimal training for librarians
fewer technical difficulties
AskLive has continued as such since that time with no formal adoption by and across
public service units.
With the switch from QuestionPoint to Meebo’s Instant Messaging, we saw a 24%
increase in the total number of questions. An April 2009 Pew Internet Report, “Teens
and Social Media” (Lenhart) states that 60% of teens (ages 12-17) regularly send Instant
Messages to their friends. This report as well as others confirms that teens, our next
generation of college students, are using cell and smart phones as primary
communication tools. YUL needs to be prepared for this by providing appropriate
resources to support our incoming students.
Text reference
In the fall of 2008 Yale University Library was approached by a start-up company, Mosio,
to participate as a beta partner in the development of a new product called Text a
Librarian©. This web-based service allows patrons to text a message via a cell or smart
phone using a set of numbers with a keyword. A question is received by a librarian
through an instant message notification (email and text notifications are also available).
The librarian then answers the question via the web-based Mosio platform which sends
the question back as a text message. This service integrates seamlessly with Meebo
and does not require a separate schedule. Currently the same staff is monitoring both IM
and text reference. This allows for consistency in scheduling and hours of service for
patrons. Training was minimal and the cost is free during the first year as a beta partner.
Yale will be participating in this pilot for one year after which we will evaluate the use and
feasibility of sustaining this service.
Text a Librarian© was rolled out to the Yale community on April 13, 2009. Since then we
have received nineteen questions. Considering the semester was in-session for only
about two and a half weeks after launch, those numbers are promising.
Yale Science Library has been providing its own text reference service through the use
of an iPhone since January 2008. No statistics were provided for this report.
The same Pew Internet Project Report cited above claims that 71% of teens own cell
phones and it is expected that most teens will have their own cell phone within the next
two years (based on current growth of cell phone ownership). Of the 71% who own cell
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phones 58% send text messages on a regular basis. Our patrons are becoming
accustomed to using mobile technology as their primary and preferred mode of
communication.
Use of virtual reference service is likely to continue to grow at Yale University Library.
Given Yale University’s position as a global institution, Yale students and researchers
are increasingly stationed around the world. They require access to library resources
and research assistance in far flung places. Virtual communication methods have
already been used to assist students by Yale librarians who Instant Message to Israel
and France as well as to students on spring break in California. Another technology that
could offer a virtual but more in-person feel is Skype. These kinds of tools should be
evaluated in the future.
In order to increase awareness of our AskLive services, the Reference Group is
brainstorming ways to market these services more for the fall semester. Business cards,
chalking sidewalks and word of mouth through instructional sessions are all being
considered.
Staffing & Hours
Yale University Library provides virtual reference service from 12pm-10pm MondayThursday; 12pm-5pm Friday and 6pm-10pm Sunday during the academic year (for a
total of forty-nine hours of service per week). It is staffed from 12pm-5pm Monday-Friday
during the summer (for a total of twenty-five hours of service per week). Staff who
participate are volunteers from different units across departments. Thirty-one staff
members participated in this service over the course of the last academic year; this
summer that number has decreased to twenty-five. The evening hours of service are
accommodated by flexible scheduling. This is the current break-down of staff
contribution by unit:
Arts
Beinecke Rare Books Library
Divinity
East Asia
Medical
Music
RSC
Two librarians working two hours per
week; one librarian rotating a two hour
evening
One librarian working one hour per week;
two librarians working weekly evening
rotation
Two librarians working three hours per
week; two librarians working in evening
rotation
One librarian working one hour per week
One librarian working two hours per week;
one librarian rotating in evening shift; one
librarian working in weekly evening rotation
Two librarians working two hours per
week; one librarian working in evening
rotation
Four librarians working four hours per
week; two C&Ts working two hours per
week; one librarian working a weekly
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evening shift; one librarian working in
evening rotations
Four librarians and one M-level
professional working five hours per week
Six librarians working six hours per week;
one librarian working in evening rotation
Science
Social Science
Reference Statistics
Reference statistics are reported on sampling days coordinated by Maryetta Russell.
Some units are more diligent about collecting statistics on a regular basis and continue
to use paper statistics rather than Ref Tracker. While Ref Tracker can be mined for
detailed statistics, it is not the easiest system to use and it can be challenging to pull the
data to create reports. The information is also not easily compared since the codebook
used for Ref Tracker has not been updated in four years and there have been more
categories added and deleted in Ref Tracker which can easily skew numbers. ILTS
continues to work on improving Ref Tracker while the Reference Group has begun
discussing updating the codebook to reflect changing services and existing categories.
This should provide a more cohesive look at reference statistics across the system for
the future.
One general trend emerges from Ref Tracker data – in-person reference services are
declining and virtual reference services are increasing.
AskLive Total Questions
Total Ref Ques.
Total Other
Total All
2007-08
1313
370
1683
2008-09
1694
572
2266
Change
from
prev.
year
29.02%
54.59%
34.64%
AskLive Questions by Patron Type
Category of User
2007-08
Student
1278
Faculty
52
Staff
7
Other
267
** This includes all types of questions.
2008-09
1705
79
31
176
Change from prev.
year
33.41%
51.92%
342.86%
-34.08%
To do a cost-benefit analysis of the AskLive services, there would need to be a more
accurate and consistent system-wide method of recording reference statistics enforced.
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Because not all units keep statistics on non-sampling days and sampling statistics are
not broken out by avenue of question, in-person statistics versus virtual reference
statistics are not accurately able to be analyzed.
In the past, AskLive (through Instant Messaging) was measured by surveys that were
automatically pushed out to our patrons through QuestionPoint. However, since the
switch to Meebo, this function is no longer an option. Since January 2008, a link to a
survey is located below the Meebo widget on the library’s web pages. We have received
118 responses since that time.
An analysis of the survey reveals that:
 The largest constituency using the service are graduate or professional students
at 36.8%
 77.1% of our users had no problems using the service
 46.6% of our users accessed it from off-campus
 76.7% were satisfied with the answers they received
 32.5% were return users
 76.9% said that they would use the service again
As a note, there were more than a handful of comments that indicated that longer and
later hours would be even more useful.
Outcomes
Besides providing additional means of reference support for our users experimenting
with new tools has allowed the library to become more familiar with new technologies.
Staff have become more comfortable and flexible in learning how to use different chat
software and tools. We’ve been able to identify when as we envisioned and found
another more effective replacement (as was the case with QuestionPoint). Using IM has
created a more collaborative environment whereby librarians and staff can instantly refer
questions to each other and consult when necessary. We have also learned that
providing this service is something that we can do while performing other job tasks
whether at our office desks, reference desks or home. Providing virtual reference
services puts the library where our users are - in their email address books, cell phones
and IM buddy lists.
Assessment and Evaluation
Formal evaluation and assessment of reference services has not been done on a
comprehensive level at Yale Library in recent years (at least five but I’m not sure about
this). While it was helpful to do interviews with reference librarians across the system it
was not helpful in determining whether our users are getting the support that they need
when they need it. The Reference Group could work with the usability and assessment
team to identify goals and outcomes for research support for undergraduate, graduate
and professional students. Focus groups could be utilized during this process with
reference librarians being part of the interviews and analyses.
Use of Ref Tracker needs to be more broadly adopted so that a more cohesive and
comparable picture of YUL services is understood. The Tracker should include the ability
to easily and quickly manipulate needed data. Current definitions for the categories need
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to be updated to reflect changes in user populations, locations and types of services.
The Reference Group and ILTS have started work on implementing such changes.
Recommendations
Yale University Library continues to be one of the best research libraries in the world. As
such we pride ourselves on our collections and the excellent services we provide to
support access to and use of them. Our reference and research support services should
be integrated seamlessly into our users’ research endeavors. Assessment of our
services on a broader scale would assist us in doing this more. In addition, an
investment in successful services such as AskLive on a permanent and programmatic
level could support this goal.
After a careful review of reference services the following recommendations are being
made:
1. AskLive has been a pilot program in different iterations since 2002. It has
changed platforms and experimented with different ways of training, scheduling,
and staffing. The continued increase in the number of questions being asked
through the IM service and the new text reference service suggests that virtual
reference is valued by our patrons. As the Library, in general, continues to
devote resources to making sure that the OPAC and other web-based tools are
accessible to Yale patrons via mobile devices (such as cell phones and smart
phones), we should devote resources to ensuring that there is support to assist
our patrons virtually with their research. To do this,
a. AskLive needs to be endorsed as part of the YUL suite of reference
services. Just as there is an expectation that public service departments
provide email and phone reference, additional virtual reference services
should be added to these. There should be an administrative commitment
to devote staff time and operational resources to participate in and
support virtual reference services.
b. AskLive needs a coordinator who can dedicate time to ensuring that
virtual reference services are being provided in the most efficient and
effective ways, research and evaluate different means of providing these
services, investigate proper assessment tools, and ensure that staff are
scheduled and trained properly. The coordinator would spend
approximately five-seven hours per week (more or less depending on the
time of the semester and the project at hand) dedicated to AskLiverelated tasks. In addition, the coordinator would provide regular reports to
the Public Services Management Council and seek input on the continued
development of the service.
c. There should be more staff (both access services and reference at
various levels) trained to participate in virtual reference services. This
would distribute the service more evenly across the units and provide
greater expertise when handling the different types of questions being
asked.
2. Reference Group Structure - The Reference Group has remained intact in a very
informal way and yet has primarily responsible for the maintenance of AskLive.
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While not a formal committee, it has existed under the sponsorship of Alan
Solomon who serves as the group’s liaison to PSMC. Occasionally, a member
(usually the chair) of the Reference Group has been invited to a PSMC meeting
to do an annual report on AskLive or another initiative. A well defined formal
structure, a new charge, and regular liaison with PSMC would recognize and
formalize the responsibility of the Reference Group, encouraging even more
productive efforts among the group members.
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Appendix
Reference services across YUL
Reference services across YUL have been periodically examined over the last few years
but no cohesive, system-wide evaluation and assessment has been done. The Medical
Library sponsored an open discussion in March 2008 called, “Reference Services at
Yale: Current State and Future Musings.” A group of librarians from the Medical Library
organized this event and invited reference coordinators and representatives from across
the system to gather together and share information about the kinds of reference
services we provide. This proved to be a very informative session as many of the
libraries were not aware of what the others were doing prior to this.
One recent survey (described below) and several reports on the AskLive service have
been written and shared with PSMC over the last eight years. Different units that
provide reference service have done small scale evaluation and assessment in order to
inform decision-making regarding their models of reference service, hours and staffing.
History
2007 Survey of Reference Services
The most recent survey of reference services was done in 2007 by the Reference
Group. Kathryn James (then Reference Librarian, Beinecke Rare Book & Manuscript
Library) interviewed twenty-one librarians from across the YUL system about the
reference services they provide. The survey included ten open-ended questions with the
interviews lasting approximately 45 minutes. Four main points emerged from these
interviews:
1. Subject specialization is a strength of Yale Library
2. The triage approach to reference, which is becoming increasingly the norm, is
a cause of frustration to some librarians
3. Librarians are beginning to change their approach from a “reactive” model to
a more proactive model through more outreach and longer term and more indepth relationships with students and faculty.
4. There is no one venue that provides librarians access to first- and secondyear undergraduates in which to teach basic research skills.
Two suggested initiatives came through as a result of the interviews, both modeled after
existing Medical Library programs:
1. The Personal Librarian Program. This program was implemented on a
system-wide level last fall. Emily Horning from Research Services and
Collections is responsible for spearheading this initiative.
2. A Core Competencies Program. This would define a set of basic skills that all
staff providing reference service would have. It was suggested that the
Reference Group identify these competencies for adoption by PSMC. This
was never done as other priorities arose.
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Present
Many YUL libraries are beginning to evaluate the way that they have provided reference
service. In the last few years, the Social Science Library changed from a traditional
reference desk model to an iDesk, triage approach. More recently Sterling Memorial
Library’s reference desk was transformed into an Information Services desk. Other
libraries are considering these kinds of approaches or versions of them.
The following libraries provided information about their current modes of providing
reference service to our patrons:
Type(s) of service
Arts
Library
By appointment; email; IM
through Meebo widget; phone
BRBL
Three service points for
reference - Access Services
(mostly in-person and phone
questions re: access to
collections ; Reference Desk
(answers email, conducts
consultations and handles
referrals from Access Services
and the Curatorial Staff
(answers reference questions
and consultations related to their
collections and subject
expertise)
In person, by telephone, email
and instant messenger (through
the Divinity’s library’s Meebo
widget); most informational and
directional questions answered
at circulation desk
Divinity
East
Asia
By appointment; in-person;
phone; email
Medical
In-person and by telephone at a
public information desk staffed
Hours of
service *
Mon - Thurs
8:30am11pm;
Fri 8:30am –
5pm;
Sat 10:00am
– 6:00pm;
Sun 2:00pm
– 11pm
Mon - Thurs
8:30am –
8pm;
Fri 8:30am 5:00pm;
Sat –
10:00am –
5pm; Sun
closed
Mon - Thurs
8:30am –
10:50pm;
Fri - Sat
8:30am –
4:50pm;
Sun 2:00pm10:50pm
Mon - Thurs
1:30pm –
4:30pm;
Friday 10:30
am-12:30 pm
Mon – Fri
10:00am –
Contributions
to
AskLive
Two librarians
working two
hours per
weekday ; one
librarian rotating
an evening shift
(2 hours)
Statistics
Daily through Ref
Tracker
One librarian
working one
weekday hour;
two librarians
working one
shift every week
Statistics are
only available for
the reference
desk and not
through Ref
Tracker
Two librarians
do three hours
per weekday;
two librarians
rotate evening
shifts
Reference
sampling days
using Ref
Tracker
One librarian
working one
hour per
weekday
Daily using Ref
Tracker
Two librarians;
one covering
Daily using Ref
Tracker
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by librarians and C&Ts; also
email and a pilot IM service
4:00 pm
Music
Telephone; email; private
consultations; and occasionally
regular mail and faxes
RSC
SML reference desk is now
Information Services desk
staffed by Access Services:
Email, phone, in-person
appointments, and consultations
Mon - Thurs
8:30 a.m. 8:45 p.m.
Fri 8:30 a.m.
- 4:45 p.m.
Sat 10:00
a.m. - 4:45
p.m.
Sun 1:00
p.m. - 8:45
p.m.
Mon – Fri
8:30 am –
5:00 pm
Science In-person (at a reference desk)
at six libraries; also email,
phone, IM, text and Twitter
Mon - Thurs
8:30am –
7:45pm; Fri
8:30am 4:45pm;
Sat 10:00am
– 6:45pm;
Sun Noon 7:45pm (Kline
two weekday
hours; one
covering weekly
evening shift
Two librarians
covering two
hours per
weekday; one
librarian rotates
evening shift
Sampling days
using Ref
Tracker
One librarian
and one
paraprofessional
work two hours
during the
weekdays; one
librarian and
one
paraprofessional
rotate evening
shifts
Four librarians
and one M-level
professional
work for a total
of five hours per
weekday
Daily using the
Ref Tracker; the
Information
Services desk is
also using a
separate Ref
Tracker
Six librarians
and one
paraprofessional
work for a total
of six weekday
hours; one
librarian rotates
an evening shift
Librarians record
statistics daily
using Ref
Tracker; iDesk
staff using a
more detailed
paper approach
Inconsistent –
some
libraries/librarians
use Ref Tracker
daily and others
only on sample
days
only; see
http://www.libr
ary.yale.edu/h
ours for others)
Social
Triage model – iDesk; reference
Science librarians on-call and in-depth
consultations; also by phone, IM,
email and a Meebo widget
Mon-Thurs 8:30am9:45pm;
Fri - 8:30am 7pm;
Sat - 11am7pm;
Sun 1:30pm9:45pm
*Note: these are primary hours of service during a regular academic semester
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The Personal Librarian Program
The Personal Librarian program started this fall which paired each freshman student with
her/his own “personal librarian.” A separate Ref Tracker was created to track interactions
as a result of the Personal Librarian program. Total numbers for this program are
available but they are not broken down by type of question.
Three overall general trends from this inventory of reference and research assistance
can be seen:
1. Ways of providing reference service are changing and an “information desk”
model is being adopted and considered by several departments.
2. Participation by departments in AskLive has varied over the years
3. Virtual reference services are becoming more heavily used (e.g. Instant
Messaging; email; text)