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Applicant:	Boise Public Library Address: 715 S. Capitol Blvd. Boise, ID 83702
Project Name:	Virtual Reference Service by Boise Public Library, Boise State University Library and Ada Community Library
Contact Person:	Vicki Kreimeyer, Manager Adult Services Division, Boise Public Libr
Phone & Email:	384-4341, VKREIMEYER@cityofboise.org

Check LSTA category under which you are applying (check only 1)

____1 Expanding services for lifelong learning and access to information and

educational resources.

_X_ 2 Developing library services that provide all users access to information

____ 3 Providing electronic and other linkages among and between all types of

libraries.

____ 4 Developing public and private partnerships with other agencies and

community organizations.

____ 5 Targeting library services to people with diverse backgrounds,

disabilities or limited literacy or information skills.

____ 6 Targeting library and information services to people having difficulty

using a library and to underserved communities.

_X__ I HAVE DISCUSSED THIS PROJECT WITH THE FOLLOWING STATE LIBRARY CONSULTANT: Marj Hooper______________________________

This application is for:___planning a project X implementing a project

Application Narrative

I Project Description

A. What do you plan to do?

Boise Public Library, Albertson’s Library at Boise State University, and Ada Community Library will create a pilot project to offer virtual reference service to our residents/students/faculty members. Virtual or online reference is the provision of real-time personal assistance via web-based interactive software using chat, web page push, and collaborative browsing technology.

B. How do you plan to do it?

The libraries will select, license, and implement a virtual reference software program from a major vendor such as LSSI, 24/7 or QuestionPoint.
The licensed software or product will provide “tools” to initiate and respond to patrons using live chat and/or other “real time interactions.
Desired technologies:
- live chat,
- pushing pages to the patron via their browser (page push)
- sending live links to the patron during real time interaction
- directing the patron’s browser to specific sites and demonstrating search techniques (co-browsing).
BPL, BSU and ACL will determine the total number of hours the libraries will cover per week.
They will share hours of service using a 2:2:1 ratio.
Service for other hours (to total 24 hours per day, 7 days per week) will be provided by the vendor of choice.
Training of staff will be provided by the vendor prior to implementing the service.
At the conclusion of the project we will share our experiences about the implementation, management and usage of this type of service at the annual ILA conference.

C. What difference will this project make and why?

This project will make it possible for our libraries to provide a more comprehensive reference presence in our combined communities via the Internet by offering:

interactive 24/7 reference service
an expanded number of reference service points
an increased staff knowledge base through cooperative sharing of library resources

This project demonstrates a natural progression in reference service trends using technology and will be an enhancement of the email reference service that all three libraries currently offer. It would allow our current and potential users to do research from off-site locations and still have access to expert assistance in selecting resources, performing searches and locating materials and information.

II Population served by this project

A. Population served by each library

Boise Public Library 187,000
Albertsons Library, Boise State 20,000

Ada Community Library 37,500

TOTAL 244,500

B. Total estimated population served by the project

These are potential service areas because of proximity but promotion of this service will focus on Ada County and BSU distance learning sites.

Counties

Ada 312,337

Boise 7,011

Canyon 139,821

Elmore 29,157

Gem 15,482

Owyhee 11,008

Payette 20,868

Washington 9,956

TOTAL 545,640*

*figures taken from 2001 Population Estimates – Idaho Counties http://quickfacts.census.gov/cgi-bin/state_QuickLinks?16000

III Need Statement

A. How will this project affect other libraries and library development in the region and/or statewide.

This pilot project will serve as model for future virtual reference projects and collaborative reference service ventures in Idaho.

B. Describe how this project is a direct step toward one of Idaho’s priorities as identified in the LSTA Guide.

This project uses advanced technology to network with other libraries, reach underserved users in the libraries service areas, and to reach new users. It increases users and librarians’ knowledge of a broader range of resources. Virtual reference leverages the advantages of electronic and Internet resources and real time transactions. By not being restricted to a single location, building locations or geographic jurisdiction virtual reference can raise the visibility of libraries and their services and meet peoples informational needs when and where they want them. Specifically this service will address the following:

ISL Board goal: “All Idahoans have access to library services.
ISL Board goal: “The Idaho community is recognized as providing effective services to fill all types of information needs.
LSTA purposes: “Providing electronic and other linkages among and between all types of libraries,”
LSTA purposes: “Targeting library services to people of diverse geographic, cultural, and socioeconomic backgrounds, to individuals with disabilities, and to people with limited functional literacy or information skills,”
LSTA purposes: “Targeting library and information services to people having difficulty using a library and to underserved urban and rural communities including children (from birth through age 17) from families with incomes below the poverty level.”
Idaho Preferred Future Concepts: “Continuous access and service to anyone, anywhere, anytime,”
Idaho Preferred Future Concepts: “Boundary-less, organic network with uniform interface,”
Idaho Preferred Future Concepts: “Cutting edge technology, gateway to the world,”
Idaho Preferred Future Concepts: “Real people, human touch is maintained and enhanced.”

C. How and when did you determine that this project is needed in your community?

Each library has a web-accessible online catalog, Internet service for the public, reference service via phone and email.
Each library is looking for ways to make their services more accessible to their resident/student/faculty users via alternate service points.
Digital reference service is a growing trend in the global community as a way to reach new and current users when and where they need service.
Conference programs (PLA and VRD) and journal articles (NetConnect Spring ’02) on this subject attest to this need and the success of established virtual reference services around the country.
Statistics show that 57% of households in the Boise Metro Area have a personal computer. Others have access via school or library.

BPL Need----

Boise city is one of the few, if not only, capital cities of its size that does not have permanent branch locations. Virtual reference can compensate for the lack of physical library locations, increasing service points and opportunities for access that can’t currently be met at the downtown location. The current city population is approximately 187,000 with only 67,000 cardholders.

Email reference requests have increased over 500% since 2000. Staff can see the existence of a 24/7 demand by the times that email questions are submitted outside of current hours. Currently they provide 63 hours of service on-site and by phone or email.

A substantial electronic resources budget will be put to better use with the advantages of virtual reference software featuring page pushing and co-browsing.

AL/BSU Need---- Pursuit of continued and enhanced electronic and digital methods of delivering library reference services to students and staff of the University is high on the list of needs of this institution. Activity such as described here would allow the Library to extended more services to more students during an increased number of hours. The Library staff’s desire to participate more fully in the larger community would be greatly served by such a project.

All Library user groups, traditional and on-campus students, as well as non-traditional and distance students would be well served by this project. A recent national survey of college students found 57% of BSU’s freshmen reported spending time on dependents each week. Hours devoted to family time most likely to coincide with traditional library service hours, so having extended hours would benefit these students.

Additionally 69 to 77% of all BSU students report working at least part-time, compared to the national figures of 43 to 66%. Of the 77% of freshmen at BSU 32% report working more than 30 hours per week, compared to 5% nationally, while 23 % of the seniors worked more than 30 hours per week, as compared to the national average of 17%.

BSU senior class students report that they use electronic medium to discuss or complete class assignments “often” 26% percent of the time and 27% of the time “very often”. These same students report communicating with instructors 32% “often” and 27% “very often”. Such figures suggest a readiness to move forward with expanded electronic and digital methods of contact.

ACL Need----Longer hours of reference help and more in-depth help for patrons searching electronic databases/Internet at home are needed. Currently limited to 62 hours via traditional service points. Computer classes on Internet searching continue in great demand.

D.How will this project lead to improved library service?

By purchasing virtual reference software, new computers, and training, our three library’s reference staff will be equipped to help people search the electronic databases or Internet more efficiently from home/campus and even in-house. Instead of describing how to use a search tool, or trying to give long complicated web addresses over the phone, staff can use live chat and page push technology to co-browse the Internet with the user. This project will increase the number of people served, increase the hours of reference service, and increase the points of access. The ability to interact in real time to clarify question will be an improvement over email reference’s inherent time lags.

E.Who will benefit from this service?

Our combined residents/students/faculty of over 244,500 will have increased reference service opportunities in terms of geographic locations, service hours and local informational resources.
Staff will have the opportunity to expand their professional knowledge base through a wider range of reference inquiries, use of new technology skills and tools, and sharing of resources not currently available to them.
The Idaho library community will be able to share our learning process and build upon this model of virtual reference.

IV-A Planning (for non-networking projects and planning projects)

1. Cite the objective and activity of each participating library’s service plan that supports this project.

OBJECTIVES:

BPL: Strategic Plan 2002-2004

1. Strategic Issue C: Diversify Funding: Create alternative funding strategies to provide resources beyond property tax revenue. Seek grants to implement activities identified in the Strategic Plan.

2. Strategic Issue D: Invest in Staff: Support and encourage staff development to enable us to provide excellent customer services for the whole community. Partner with other libraries for training, including cross-consortium training on library technologies and issues. Seek to enhance training funds in library budget requests. Provide appropriate and effective resources to enhance productivity.

3. Strategic Issue F: Improve the Library Organization: Build in quality control and customer satisfaction mechanisms to ensure service improvements and efficiency. Evaluate services provided at all public service desks and implement improvements where needed.

4. Strategic Issue G: Provide access: Provide convenient community-wide access to meet the needs of an increasingly diverse and growing population. Continue collaboration with other area libraries for resource sharing and patron access.

5. Strategic Issue H: Use Technology: Research, provide and use current and emerging technology resources in order to provide both basic and enhanced library services to the public. Enhance and expand Ask a Librarian and other electronic services to library patrons.

AL/BSU: Mission and Goals

1. Goal 2: Provide access to information resources for distance students. Take advantage of all means to provide Library services and materials to off-campus students…

2. Goal 8. Enhance access to information through inter-library cooperation.

3. Goal 11. Evaluate reference delivery models or methods.

ACL: Strategic Plan 2000-2002

1. Goal 1: The Library will use its human resources/space/technological resources to provide the best possible services to its patrons.

2. Strategy 1C.b: Promote the sharing of on-line databases, not covered in the Idaho State contract, to help reduce costs. Staff will keep current on technological advances and will upgrade computer hardware and software to improve library services to preschoolers, children, young adults, and adults.

ACTIVITIES

Boise Public Library

2000

Jan Adult Services starts Ask a Librarian service

Oct 4 BPL staff members attend 2^nd annual VRD Conference

Nov Aska tab put on all BPL’s web pages

Dec Averaged 16 questions per month in 2000

2001

Jan Changed Aska email address to askalibrarian@cityofboise.org

Feb Put Aska button and form on web page

Mar BPL joins LC’s CDRS project-only participating Idaho library

Created Ask A Librarian bookmark to distribute to patrons

Nov BPL staff attended 3^rd annual VRD conference

2 BPL staff members maintain oversight of Aska account

Dec Averaged 64 questions per month in 2001.

2002

Jan	BPL puts Aska email address on every PSA & brochure
May	BPL organizes QuestionPoint live web demo for Treasure

Valley libraries

June	BPL staff member attends ALA and meets with vendors for LSSI, 24/7, and QuestionPoint
June	BPL staff member consults with Donna Reed, Multnomah Library (software tester for QuestionPoint and other VRT suppliers
July	BPL forms multi-library group to obtain LSTA grant Aska service averaged 91 questions a month Jan - July
Aug	BPL arranges LSSI live web demo for local libraries BPL consults with 24/7 about a demo and pricing BPL requested information from Idaho libraries about availability of email or virtual reference services in Idaho
Sept	Staff presentation/live demo to Board on virtual reference
Oct	Staff from all three libraries provided a panel presentation about virtual reference at the annual ILA conference in Boise.

Albertsons Library/BSU

Library reference and document delivery services to distance education students began using e-mail and tele-fax in the early 1990s.

An “e-ref” service called “Ask Us” was planned and created during the 2000-01 academic year, and inaugurated during the Summer Session of 2001.

Ada Community Library

2002

Jan.	Began ASKIT email reference. Average 6 emails per month
Mar.	ACL staff attend PLA workshops on VR.
May	ACL staff attend QuestionPoint demo at BPL.
Aug	ACL staff attend LSSI demo at BPL.

2. Which of Idaho’s Preferred Futures focus areas listed on Page 2 of LSTA Guide does this project address and how? (tell HOW!)

“Continuous access and service to anyone, anywhere, anytime.”
“Cutting edge technology, gateway to the world.”
“Real people, human touch is maintained and enhanced.”
“Boundary-less, organic network with uniform interface.”
These focus areas will be addressed by using virtual reference software/technology, by offering 24/7 service, and by using real-time reference interactions.

3. What will this project add to the services provided by each participating Library?

This project will allow us to effectively meet current and potential library users needs at their convenience in terms of both time and location.
This project will add an additional source of real time reference service. Assistance will be available at any location with Internet service. We will increase real time reference service hours to a total of 168 (24/7). Currently our three libraries offer a range of 56 – 93.5 hours of live reference service via walk-in, phone, fax, and email. Email requests provide the only after-hours off-site service point but it is not responded to outside of normal library hours.
As a cooperative venture our staff members will share access to each institution’s electronic resources allowing us to better meet a wide range of customer needs.

4. How will this project impact staff time and job responsibilities in each participating library? Be specific.

BPL----Utilize current personnel to staff the VR desk 14 hours/week at a desk away from the main reference desk. Given appropriate training, we currently have 10 librarians and 6 library assistants that can share in this responsibility.

AL/BSU----Participation in such a project for the Reference Staff at Boise State University would pose no additional duty, since the hours would be few, so long as there is sufficient funding and opportunity for a systematic and on-going training. The Reference Staff is composed of eight Reference Librarians, one para-professional, four classified staff members, and an additional six librarians who are not assigned to the Reference Department who participate in providing reference service to patrons. Since the demand for duty is seen, in the initial phase, as being at fourteen or fewer hours per week, such duty can be absorbed into the regular workflow. Should the project grow into a larger and more time-consuming duty, the presently vacant professional librarian position could be expected to absorb the lion’s share of duty involved with such a service goal. Utilize current staff to staff the VR desk 14 hours/week at a desk away from the main reference desk.

ACL----Utilize current staff to staff the VR desk 7 hours week at a desk away from the main reference desk.

Vendor – Will provide web based software with a range of features the may include some or all of the following: live chat, page push, co-browsing, statistical and report functions, email and question tracking and analysis, virtual desk scheduling, and remote group training. We will also contract with vendor to cover hours beyond the hours we will be covering to create a 24/7 presence.

Coordinator – A member of the planning committee will fulfil this role to coordinate procedures, scheduling and other details related to the daily workflow. This position may rotate throughout the year.

5. What is the annual estimate of the funds necessary for each participating Library to maintain and continue this project after the grant year has expired?

BPL $12,000/yr approximately
AL/BSU $12,000/yr approximately
ACL $ 6,000/yr approximately

6. What funding source has each participating library identified to address the ongoing expenses of this project after the grant period?

BPL Incorporate into regular budget
AL/BSU Regular local budget

ACL Local budget

V. Objectives, Activities, and Evaluation: What are the objectives of this project that address the need identified in III? Under each objective, list the activities necessary to accomplish it. Include staff training and informing the public where appropriate. Under each objective, describe what you will evaluate and how you will evaluate it.

1. Increase each library’s digital reference transactions by 20%.

Purchase computers to fit software requirements.
License and configure virtual reference system for staff and patron use.
Contract with vendor to cover hours to meet 24/7 goal.

Train staff on use of virtual reference software/technology
Train staff about each other’s collection and policies, etc.
Create and launch a publicity campaign about the new service
Keep statistics regarding the use of this service
Evaluate by compiling current email reference statistics and compare with statistics compiled by new software for virtual reference transactions

2. 25% of virtual reference transactions would be from non-library users.

Utilize statistical tracking components of software
Compose online survey using software incorporated in the product to ask such questions as: Where are they from? Do they have a local library card? Are they a repeat user? Would they use the service again?

Evaluate by comparing library card and non-library card user statistics.

3. Attendance of 40 people at a Virtual Reference presentation in October 2003 at the ILA annual conference in Post Falls.

Report to ISL on recommendations/lessons learned during project.
Plan and present one workshop at ILA Conference on virtual reference and our experiences.

Evaluate by number of attendees, number of questions asked and brief survey.

VI. Timeline and Budget Narrative

DATE	ACTIVITY	LSTA $	LOCAL $
9/02	RFI sent out to vendors
3/03	Project begins
3/03	Decisions made regarding vendor
3/03 through 4/03	Equipment purchases: 3 PCs with 19” LCD 3 flat bed scanners 2 cell phones Computer desk (1)	6,825 562 129 263	2,275 188 43 87
3/03 through 4/03	License contracts with vendor: Setup & training ($9,000) 2-3 seats ($12,000) Additional hours ($14,000)	26,250	8,750
3/03 through 4/03	Service for: Cabling/electrical Cell phone service (2)	600 771	200 257
3/03	Supplies ordered: 3 - MS Office Suite (professional)	1,303	434
5/03	Quarterly report to LSTA
5/03	Training on new software and procedures
6/03	Launch service
6/03	Publicity campaign for new service	7,125	2,375
8/03	Quarterly report to LSTA
10/03	Attendance at ILA Workshop for 3 persons	1,200	400
11/03	Attendance at Virtual Reference Conference - 2 persons	1,875	625
11/03	Quarterly report to LSTA
2/04	Final report to LSTA
3/1/04	All LSTA & Local Match funds will be expended	$46,903	$15,634

PROPOSED PROJECT BUDGET

Budget categories	LSTA grant funds	Local Match	Project Total
	A	B	C
Personnel	0	0	0
Fringe Benefits	0	0	0
Travel	3,075	1,025	4,100
Equipment-PC’s, scanners, desk, phones	7,779	2,593	10,372
Supplies: MS Office Suite/PRO software	1,303	434	1,737
Contractual: Licensing, training, publicity cabling, phone service	34,746	11,582	46,328
Library Materials	0	0	0
Other	0	0	0
Total	46,903	15,634	62,537