Springshare, a well-regarded company that provides online products and services for libraries, has a combination of products that may assist in addressing the inequity of access to reference assistance.
LibAnswers & LibChat is a multi-platform communication system. LibAnswers allows us to create custom FAQ groups for unique user groups, record reference questions, and build a repository of questions and answers for future use and identify subject areas for frequently asked questions (FAQs). LibChat gives end users the ability to contact a librarian for assistance during regular business hours 9-5 M-F.
Currently, not all of Ontario’s courthouse libraries are able to provide reference and research assistance during regular business hours. Library users in rural and remote areas in particular may have less access to library resources and service either because the library is only open part-time or because the commute to get to the library is too long. During the Innovation Sandbox brainstorming session and in the Key Network Processes project consultations, several libraries suggested that LiRN introduce an online chat. While it’s not a replacement for personal, in-library service, it is a way to help connect library users to information they need when that is not available.
LiRN identified Springshare as the vendor of choice. LibAnswers with LibChat is more than a chat service. Combined with LibGuides, it allows us to respond to the heart of the issue raised during the brainstorming and innovation sessions – how to get information to library users when they can’t access their library – by offering FAQs, library guides, and a chat option to users.
This pilot will help to determine:
- If there is a need for a virtual reference service
- If the staffing resources across the network are sufficient to provide a chat service, and
- If the technology from Springshare will work for us.
Monitoring the chat service
The chat service will be monitored by library staff from across the network. While staff’s first priority would be their own library, the monitoring of the chat would require an ongoing time requirement, especially from larger libraries with more staff coverage. The early stages of the project implementation will include consultation on how to best manage coverage of the chat line.
FAQ Development
FAQs will be developed by library staff from across the network.
LibAnswers with LibChat Implementation
LiRN has hired project manager Alison Symington to implement the LibChat Pilot Project with the assistance of volunteers from the courthouse staff community. We are kicking off in September and anticipate the implementation to take 3 to 4 months.
Other Springshare Products:
LiRN has invested in other Springshare products as well:
This pilot project was made possible through the Innovation and Equity of Access to Legal Resources project funded by The Law Foundation of Ontario.
