After the initial call to order, some of the following things were discussed:
STATISITICS. Since its re-launch in October 2006, there has been a significant increase in the volume of questions being submitted. From January to May 20007, there was an increase of 102%. The numbers for the specific service groups were broken down as follows: (a) post-secondary questions – up 45%, and (b) public libraries – up 105%. Of the latter group, there was a 13% increase in Alberta-based questions, and 181% in “Guest” questions (all of those from outside Alberta). 36% of the guest questions were referred to similar services in the home region of the questioner.
STUDENTS & VOLUNTEERS. The students in the Information Management and Library Technology program at Grant MacEwan College (GMC) participated in Ask A Question. The 29 students were tasked to complete 1 question per week over a 10-week period. Some were keener than others and a total of 361 questions were answered.
Twenty-two students at the University of Alberta’s (U of A) School of Library and Information Studies (SLIS) also participated. They were tasked to complete 3 questions over as many months. This group answered fifty-seven questions.
Some of the students were hoping to continue their participation in the program, but it was not possible at this time for everyone to continue. SLIS students were allowed to continue, but their supervisor would still monitor them. The experience was positive for the service and students, with one notable exception. [One student took exception to the feedback and their reaction was less than positive – that particular issue was referred back to the instructor.]
POLICY MODIFICATIONS & REMINDERS. We were all reminded about the importance of safeguarding our patrons’ person information – we are not to archive questions (make information publicly accessible) that contain names of individuals or other personal details. Some of the other issues include: inclusion of licensed information in answers (we are not to copy/paste information from databases into our answers), and referrals (whenever possible, refer non-Alberta-based questions to similar regional services). [There are a variety on tools built into the AAQ management system, including “canned” answers and links to related regional services.]
SERVICE COMMITTEE. This is the working committee that oversees the AAQ service. It is composed of the Chair (TAL’s AAQ manager), and 4 reps (2 from the public library sector, and 2 from post-secondary). There is currently a vacancy in one of the post-secondary positions. AAQ is not my first love and my position is merely as acting-coordinator, though it is tempting.
2007 AAQ WORK PLAN OVERVIEW. AAQ will continue to refine and review: answering procedures, customer satisfaction, policies, and surveys. One project that was on the horizon was an instant messenger (IM) style of AAQ. It did not appear as though there were many interested parties at the table, though MHC Library Services is launching its own service in the Fall of 2007. AAQ will continue to try and employ the services of students from GMC and the U of A.
WEBSITES. We reviewed the website and some of its features – particularly, how it assists administrators/facilitators in answering questions. MHC staff did have training in this area a few weeks prior, so it should be relatively fresh in our minds. The main things for us to remember were the aforementioned canned/template responses, and the list of referrals to similar services (http://del.icio.us/aaq).
PRESENTATIONS. We had presentations from two organizations – the Centre for Suicide Prevention and the Kids Help Phone. Both groups presented us with information packages and resources that we can employ. Fortunately we are, as a post-secondary institution, somewhat insulated from some of the more difficult social issues that public libraries have to deal with. The public libraries have been known to get some rather sensitive questions related to abuse, suicide, and other legal and medical matters. AAQ does have policies in place with regards to dealing with such matters. If such a case were to be entered into our queue, we should refer them to the AAQ coordinator/administrator – typically they will be left to TAL’s Virtual Reference Librarian to deal with.
ITEMS FOR DECISION/DISCUSSION. This portion of the meeting was dedicated to an assortment of housekeeping duties. Some of the issues discussed included: our social responsibility, branding, staffing, and system upgrades.
SOCIAL RESPONSIBILITY. The issue of the increased question volume was raised again. AAQ currently receives as more than 800+ questions per month. The volume is almost too much – a consequence of its own success. The service was meant for Alberta citizens, but there is a significant amount of traffic coming from India and the Middle East. Whenever possible external questions are referred to regional services that perform a similar AAQ function. [We are able to determine location based on IP address or postal code.] There were more than 1,400 referrals in the 6 months prior to this meeting. There was also discussion about blocking IP addresses from areas – something I rejected, because I have answered legitimate questions from out-of-province patrons related to Medicine Hat College. With the exception of one individual, it was agreed that referrals were the best course of action. [The contrary person felt that we -- as Albertans, in the richest province, in one of the most prosperous nations -- should serve the world’s interest. This was quickly kiboshed by others that were already overwhelmed with AAQs.] This led directly to the next issue, which was…
- BRANDING. AAQ is a strong, but generic brand. It was felt by some that it was not strongly, or implicitly, targeting Albertans. This leaves us open to international inquiries. It was motioned that it be rebranded as “Alberta Ask A Question”, or something to that effect. The idea is to create a stronger brand that more directly targets Albertans – our primary market/responsibility.
- SYSTEM UPGRADES. Several staffers from TAL’s technical team were present to hear suggestions from coordinators about desire upgrades. Some of the suggested upgrades included: better cross-browser compatibility, single interface for answering questions, maximize use of screen space, spell checker, spam protection, formatting control, ability to attach files, and “do not archive” option on multiple pages.
- STAFFING. TAL has been faced with some shortages in the technical arena, but has hired several new talents – including a user interface specialist. All present technical staffers were very positive and receptive to suggestions.
If you have any further questions, please feel free to make inquires of me. You can read more about AAQ by visiting:
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