Fall 2021
Happy Canadian Library Workers' Day!
Did you know there are over 300 AskAway service providers and local coordinators? Every day, we see the work you do staffing the service and managing it at your library. You make AskAway a successful service through your teamwork, expertise, and dedication to student support. Thank you!
Supporting the Return to Campus
This fall as post-secondary institutions in B.C. and the Yukon made plans to return to campus, AskAway participating libraries recognized the ongoing high demand for online services and stepped up to keep chat reference well-staffed and readily available.

To support students during the return to in-person learning, AskAway opened two weeks early on September 7th when classes began. With approval from the Advisory Committee, the service's staffing model was modified to add capacity to the collaborative schedule from September through to December 2021. Each library contributed one or two hours per week, adding over 30 weekly hours to the schedule in total. Each hour goes a long way to maintaining balanced workloads for service providers and high quality service for users.

We hear from AskAway local coordinators at two libraries, Camosun College and University of British Columbia, about how this long-standing service is key to meeting the needs of students today:
AskAway Advisory Committee
Over the past year and a half, the AskAway Advisory Committee has proactively supported the service through the pandemic by adding capacity to the collaborative staffing model and extending service open dates.

Representing all participating libraries as well as local coordinators and service providers, the Committee keeps the service healthy in the present and provides strategic direction for the future.

Thank you to all members for your work over the last year, with special thanks to the outgoing Chair and Teaching Universities and Technical Institutions Representative Debbie Schachter (Langara College) and Urban Colleges Representative, Sybil Harrison (Camosun College).

A warm welcome to Suzanne Rackover (Emily Carr University of Art + Design) as Chair, Debbie Schachter as Urban Colleges Representative, and the Committee's newest member Derek Yap (Yukon University), Teaching Universities and Technical Institutions Representative!

See who represents your library and learn more about the Committee.
The Human Connection
"I appreciate their help and time. Yes, I can search for information by myself but this is a precious opportunity to talk with someone by writing." Vancouver Community College student

"Knowing I was talking with a human on the other end of the conversation was reassuring in the library database search." University of the Fraser Valley graduate student

"Even though I was typing to someone, the communication was effective and I could hear the patience and friendliness on the other end from the service provider. Thank you." Douglas College student
On the Horizon
Proactive Chat Recommendation
AskAway Research Project
With a green light from the Advisory Committee, the AskAway proactive chat pilot launched this summer. The Task Group worked through the summer and fall to implement the feature at their libraries, run the pilot, create FAQs, gather feedback, and develop a recommendation.

Four libraries piloted the feature (Alexander College, UBC, UNBC, and University of Victoria), and all service providers participated by responding to proactive chats that rolled in during their shifts. Pilot outcomes will be shared with the community later this year.
A team of researchers has begun work to examine AskAway transcripts for COVID-19 impacts and insights.

Led by Barbara Sobol at UBC’s Okanagan Campus, the team includes representation from BCIT, Douglas College, KPU, Selkirk College, SFU, UBC, University of Victoria, and Yukon University.

Future updates and research outputs will be shared with the AskAway community.
AskAway is a service of the BC Electronic Library Network.
Questions? Contact the AskAway Administrative Centre.