Ask on call cil final

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    07-May-2015

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Findings from the askON CALL pilot: adding voice to chat

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  • 1.askONCALL: apilot,addingvoicetochatJanDawson,AskOntarioVRLibrarianandProjectCoordinator

2. Ontario Libraries Virtual Reference Service 3. askON39publicpartnerlibraries AsphodelNorwood Kenora&Keewatin PrinceEdwardCounty Barrie KingstonFrontenac St.Catharines Belleville Kitchener SixNations LambtonCounty Brampton StormontDundas&Glengarry London Cambridge MiddlesexCnty TemiskamingShores Cornwall Moonbeam TerraceBay Dryden NorthBay ThunderBay FortErie Oakville Vaughan Oshawa GeorginaTwnship ValRitaHarty Pickering GreaterSudbury Powassan&District Waterloo Hamilton Windsor InnisAil Welland Hearst 4. askON21academicpartnerlibraries Algonquin Lakehead Cambrian Ryerson Centennial Conestoga UniversityofGuelph Confederation UniversityofGuelph-Humber Fanshawe UniversityofToronto GeorgeBrown St.GeorgeCampus Georgian Mississauga Humber Scarborough Mohawk UniversityofWindsor Niagara Seneca York Sheridan St.Clair 5. 39Public 14College 7University 6. askONCALLpilotprojectgoals:whyVoIP? h7p://bigskymind.les.wordpress.com/2007/03/photo_jane3.jpg 7. askONCALLpilotprojectgoals:whyVoIP? ChallengewithVR:nofacetofacemeansnononverbalcues,etc. whichaidinsaHsfyingasuccessfulreferenceinterview.Addingvoiceisastepclosertofacetofacereferencewhereby verbalcuesarereceived.VoIPhasbeentoutedthefutureofVRasanevoluHontothe laboriousandHme-consumingchat.(Coman,2003).SpeculaHonthatacombinaHonofVoIPandchatmayenhance certainaskONinteracHons. 8. askONCALLpilotprojectgoals: whatwewantedtoknow DidaddingvoicetotheaskONCALLchathelptoclarifyandfocus thereferenceinterview?DidaddingvoicetotheaskONCALLchatmaketheVR communicaHonmoreecient?DidaddingvoicetotheaskONCALLchatimproveaskON stasoverallabilitytohelpthevisitor?DidaddingvoicetotheaskONCALLchataidinaskON stasabilitytodemonstratesearchingwiththevisitor? 9. askONCALLVoIPclientselecHonLivePersonsTalk-by-PCcapability:IniHalresearchledustobelievewecouldsetitup asacallmebuVonbesideourclick-to-chatbuVon. notavailableonLivePersonsUKserveryet,where ouraccountlives. tesHngontheUSserverconcludedfuncHonality wasnotsaHsfactory. 10. http://www.stumbleupon.com/su/1zg3Td/data.tumblr.com/UAmmsaL3e64olzmobMBntqnw_500.jpg 11. askONCALLVoIPclientselecHon http://techcrunch.com/2009/10/21/skype-hits-521-million-users-and-185-million-in-quarterly-revenue/ 12. askONCALLVoIPclientselecHonSkype!blessedbyOprahmostpopularVoIPvehicletodateworksonWindows,Mac,andLinuxhttp://en.wikipedia.org/wiki/File:Oprah_Winfrey_%282004%29.jpg 13. askONCALLparHcipaHon29askONstaparHcipants:10publicsector(todeliverupto12hoursofservice) 10collegesector(todeliverupto14hoursofservice) 9universitysector(todeliverupto17hoursofservice)TotalaskONCALLopportuniHes:43hours/week 14. askONCALLpublicschedule 9askONCALLstaplacedin12potenHalaskONCALLopportuniHesinpublicsector 15. askONCALLcollegeschedule 10askONCALLstaplacedin14potenHalaskONCALLopportuniHesincollegesector 16. askONCALLuniversityschedule 9askONCALLstaplacedin17potenHalaskONCALLopportuniHesinuniversitysector 17. askONCALLparHcipanttraining&protocol*Videowasnotpiloted* 1.SignoutofexisHngSkypeprole.2.ClickonDonthaveaSkypeName? 18. askONCALLtraining&protocol 3.CreateyourSkypenameasaskON_[yourrstname]. 19. whentoturnachatintoSkypeThevisitorrequeststocommunicatebyvoice TypingbecomestoocumbersomeforanexplanaHon Disabilityinhibitstypingability Whentheserviceisntbusy Youwantto! 20. turningachatintoSkype: inviteandqualify Invitevisitortotalk: Cannedmessage:askONisconducHngapilotprojecttoaddvoicetoourchats.Wouldyouliketotryit?DoyouhaveSkype? 21. turningachatintoSkype IfvisitorsaystheydonthaveSkype: Cannedmessage:OK,wewontbeabletousevoice this8me,butyoucanalwayscomebacka

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