AskAway and Teens

Best PracticesMarch 17, 2011AgendaAskAway and TeensWisconsin UpdateSpanish Language chatAskAway basicsAskAway.infoAskAway@Your Library DayCoverage reminderPR committeeAskAway wikiLSTA survey results and impact of funding challenges

AskAway and TeensProviding the Best Service to a Problematic GroupContentCommon ProblemsStatisticsWhat Teens Need and LikeWhat We Can DoConclusionCommon ProblemsCommon ProblemsWill you do this for me?

NOW NOW NOW NOW!

Ridiculous questions

Common ProblemsI need this worksheet about the ocean that my science teacher gave me

Inappropriate messages

FMTYEWTK Translation: far more than you ever wanted to know

Problems are a result ofBeing bored

Being disinterested in required work

Not understanding what this service is for

Not caring what the service is for

Being silly

RememberNot all teens are problem teens

To ignore teens is a disservice to our community and to the AskAway service

StatisticsTeen StatisticsPerceptions of Libraries, 2010 (14-17 year olds)75% have a library card82% believe the librarian adds value to the search process76% are satisfied with overall experience with librarian62% use ask-an-expert siteAverage 3,339 texts per month

Teen StatisticsPerceptions of Libraries, 2010 (18-24 year olds)76% believe the librarian adds value to search process89% are satisfied with overall experience with librarian54% have used the library website350% growth in using ask-an-expert siteTeen StatisticsPerceptions of Libraries, 2010Top Requests from Teens (14-24 year olds)Increase customer serviceExtend hoursAdd or update servicesMake services available onlineWhat Do Statistics Tell Us?Teens use libraries

Teens are tech savvy

Teens have questions that need to be addressed

We can helpWhat Teens Like and NeedWhat Teens NeedAssistance with ideas they dont understandHelpful suggestions about where to search for informationInstructions on how to perform searchesFollow up with more detailed informationSomeone to speak their languageSometimes a strong handDont be afraid to kick off an inappropriate userWhat Teens LikeFastFunAccurateCoolNo deviation from the normal routineNewest and most up to date version

What Teens Like and NeedTeens arent really different from our regular patrons

What We Can DoWhat We Can DoBe patient

Think smart not hard

Use one of the cool Qwidgets on multiple library pages that teens accessHomework HelpReading ListsTeen Advisory Pages

What We Can DoBrush up on your texting abbreviations

Follow up if email provided

Have fun and avoid Annoyed Librarian tone

Ask patron to refer service to his/her friends

What We Can DoAdvertise on Social MediaFacebookTwitterYoutubeMake videosAnimotoFacebookCreate a teen pageBook reviewsEvents at the libraryQwidgetAnswers to FAQ

Direct teens to AskAway Page

TwitterFaster and more streamlined

Messages sent directly to cell phones

Connect to Facebook for easy updatesAnimotoFree 6 month trial to education organizations

Add music to your presentation

Directly uploaded to Youtube, post on Facebook, or share on twitter.ConclusionConclusionTeens are under a lot of stressWe arent seeing the best side of those we are serving

Questions from teens can be funTry reading a YA novel from time to timeChange the radio from NPR to a pop station from time to timeConclusionTeens are patrons tooYou dont have to like it, but its illegal (discrimination) to ignore

Teens are the future of the library

Wisconsin updatesPregntanos! Spanish QueueLIVE NOW

Thanks to Milwaukee and Menasha public libraries and to Edgewood college library for their help and support!

Statistics will be shared next month

Outreach to community groups will begin next monthAskAway Basics WebinarReviews components of AskAway chat and email

1st Thursday of the month at 10am

Presented by RL3 (though others are welcome to present!)

Check out wiki for links to the Live Meeting sessions.AskAway.infoBeginning the process of updated the page

New logo ideas

What would you like to see in the websiteContact kara.ripley@dpi.wi.gov AskAway @ Your Library DayApril 11th, 2011If one of your patrons uses AskAwayA press release will be sent to your local libraryYou will receive a certificate indicating the librarys importance to the communityVideo, press release, and flyer on Wiki

CoverageReminder to cover the times you volunteered to cover

If you need to change the time you are scheduled, please do so on the WikiPublic Relations CommitteeGet on board with events and planning!

Once a month, one hour meetings on the 1st Wednesday of the month

Contact Martha Berninger if you want to participateWikiHas been recently updated (by Kara)http://askaway.pbworks.com Check it out and report if links are broken or if the information is incompleteIt is a great source of information PR plansUpcoming eventsBest Practice informationFunding challenges and ramifications on AskAwayPublic library participation is funded entirely by LSTA grant

Staffing by RL3 is funded by LSTA and state funds

Academic library participation is funded by the schools themselves

LSTA grants will almost certainly be reduced

State funding is also being reduced by a total of 10%

LSTA 5 year survey resultsRankTopicRankTopicRankTopicRankTopic1 Broadband connections15 State Document Digital Archive29 Statewide library access project43 Statewide visioning planning summit2 Statewide intersystem delivery16 Web portal for state government30 Retrofitting doors with electronic openers44 School Media staffing summit and follow-up activities3 Wireless connections in local libraries17 Coordination of the statewide summer reading program31 Federated searching45 WISCAT training, documentation and technical support4 System-level technology projects18 Public library data collection web form32 ILL services at RL&LL46 Reference services at RL&LL5 BadgerLink staff19 Library development training projects33 Management of Wisconsin State Document Depository Program47 State level 24x7 virtual reference (AskAway)6 Public libraries joining shared systems20 People with sensory and mobility disabilities34 Resources for Libraries and Lifelong Learning ( RL&LL) state level technology services48 Patron initiated ILL through WISCAT7 State level leadership, development and improvement of public library service21 State level technology consultant services/workshops35 Accessible aids (e.g. wheelchairs, walkers, magnification devices, sound systems)49 Maintenance of RL&LL collection8 Public library economic impact study22 Interlibrary Loan (ILL) management system of WISCAT36 Library services in detention facilities, jails, and prisons50 Health information and awareness projects9 Job searching and support projects23 Local digitization projects37 State consultant services for youth/workshops51 Physical union catalog part of WISCAT10 Adult and family literacy projects24 "Found in Wisconsin" (database of digital resources in Wisconsin)38 Virtual catalog part of WISCAT52 Method of downloading MARC records through WISCAT11 Early learning projects25 E-book Summit (2011)39 State level consultant services for persons with special needs/workshops53 COLAND meetings and travel costs12 Adolescent literacy initiative26 Adaptive accessible computer workstations40 Web conferencing software13 Learning Express database statewide license27 Interface of WISCAT and OCLC for ILL purposes41 Multi-type planning and collaboration projects14 Innovative use and enhanced uses of technology projects28 Overall WISCAT program42 School library shared systemsWhat does this mean?LSTA committee meeting mid-April will review the survey and recommend changes to grants

QuestionPoint administrators will be consulted before any decisions are made (dates and times to be determined)

Administrators, librarians and patrons who want to provide input should contact Martha Berninger

Supporters may wish to consider addressing LSTA when it meets mid-April

AskAway is funded through the end of 2011

What happens next?Changes will very likely be made to AskAway

QuestionPoint has been asked for options to reduce service cost

Magnitude of changes isnt known

This doesnt have to mean the end of AskAway or virtual reference in Wisconsin