Librarians use live chat to provide ‘cyber buddies’ to patrons throughout Ontario, Canada, enhancing access to information among the province’s students and citizens alike
About Knowledge Ontario
Knowledge Ontario (KO) is a provincially-funded collaboration of libraries, cultural heritage organizations and educational institutions. Its focus is on connecting Ontarians with digital content to support their information and learning needs. KO delivers enhanced services to and through the province’s publicly funded libraries by supporting equity of access to information, creation of digital content, research and literacy.
The Challenge
Over the past decade, patronage of libraries has been in decline, particularly among younger people who view the Internet as the ultimate source for any information or data they need. While the Internet is undeniably vast and powerful, it lacks the filters most people need to assess the quality and veracity of information sources. Traditionally, librarians have probed visitors about their needs and then guided them to sources that are both credible and appropriate to their purpose. KO needed a way to insert the librarian back into the research habits of patrons who prefer to stay online.
Additionally, equity of access to information is a top priority for KO, and for librarians everywhere. Unfortunately, unfettered access can be a challenge, particularly to citizens in rural and remote areas of Ontario, the province’s French speakers and First Nations communities. KO wanted to ensure equity of access to information by making top-notch research assistance available to all residents of Ontario, regardless of where they were located.
Finally, KO wanted to develop the skill sets of Ontario’s librarians by enabling them to use the tools of Web 2.0: instant messaging, social networking, blogging and portals.
“We’re especially pleased with the development of our staff. The librarians are comfortable with the LivePerson software, and are beginning to handle multiple chats simultaneously. Participating in askON has introduced them to the world of instant messaging and blogging – important aspects of Web 2.0.”
Virginia Roy, Project Manager for Ask Ontario