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G2S Project Code: 2022-WA-91829
State: Washington
Fiscal Year: 2022
Grantee
Washington State Library

Project Director
Director Name: Sara Peté
Director Phone: 360-570-5576
Director Email: sara.pete@sos.wa.gov
General Information
Title: Ask WA Cooperative Virtual Reference Project
State Project Code: 9550-2321-20
Start Date: 10/01/2022
End Date: 09/30/2023
Abstract: The Ask WA program provides online services for Washington residents by creating a network of collaboration and support among libraries throughout the state. To accomplish this, the Ask WA program offers a 24/7 platform for libraries to both offer services to their patrons and to contribute to the cooperative. This gives comprehensive coverage to residents statewide, even outside operational hours. Through not all Washington libraries participate in Ask WA, all Washington residents may use the service.
State Goal: Goal 1. Promote economic growth, education and life-long learning.
Budget Information
LSTA
MATCH-State
MATCH-Other
Total
$80,452.76
$21,887.00
$10,100.00
$112,439.76
Intent(s)
Improve users’ ability to obtain and/or use information resources.
Outreach & Partnerships
Activities
Activity Details
Title: Management of the AskWA Virtual Cooperative
Narrative: The project manager conducts regular consultations with staff from member libraries, leads regular member meetings, provides training, and sends out informational messages. During this reporting period, the project manager helped plan and moderate the North American Virtual Reference Online Conference.
Intent: Improve users’ ability to obtain and/or use information resources.

Activity: Instruction
Mode: Consultation/drop-in/referral
Format: Virtual


Quantity
Total number of consultation/reference transactions: 543
Average number of consultation/reference transactions per month: 46


Partner Information
Organization Type of Partner Organization(s):
Libraries: Yes
Historical Societies or Organizations: No
Museums: No
Archives: No
Cultural Heritage Organization Multi-type: No
Preschools: No
Schools: No
Adult Education: No
Human Service Organizations: No
Other: No


Legal Type of Partner Organization(s):
Federal Government: Yes
State Government: No
Local Government (excluding school districts): No
School District: No
Non-Profit: No
Private Sector: No
Tribe/Native Hawaiian Organization: No


Beneficiaries
Is the activity directed at the library workforce: Yes
For a targeted group or for the general population: General


Locale
Is the activity state-wide: Yes
Specific Locations: No
Library Types
Public Libraries: 40
Academic Libraries: 10
SLAA: 0
Consortia: 0
Special Libraries: 1
School Libraries: 0
Other: 0
Activity Details
Title: Virtual reference
Narrative: Participants in the AskWA Virtual Cooperative answer reference questions from the patrons of member libraries as well as other Washington residents.
Intent: Improve users’ ability to obtain and/or use information resources.

Activity: Instruction
Mode: Consultation/drop-in/referral
Format: Virtual
Other: Answering reference questions


Quantity
Total number of consultation/reference transactions: 25,235
Average number of consultation/reference transactions per month: 2,103


Partner Information
Organization Type of Partner Organization(s):
Libraries: Yes
Historical Societies or Organizations: No
Museums: No
Archives: No
Cultural Heritage Organization Multi-type: No
Preschools: No
Schools: No
Adult Education: No
Human Service Organizations: No
Other: No


Legal Type of Partner Organization(s):
Federal Government: No
State Government: No
Local Government (excluding school districts): No
School District: No
Non-Profit: No
Private Sector: No
Tribe/Native Hawaiian Organization: No


Beneficiaries
Is the activity directed at the library workforce: No
For a targeted group or for the general population: General


Locale
Is the activity state-wide: No
Specific Locations: No
Library Types
Public Libraries: 40
Academic Libraries: 10
SLAA: 0
Consortia: 0
Special Libraries: 1
School Libraries: 0
Other: 0
Project Outcomes
Project Outcomes
List any important outcomes or findings not previously reported:
Despite a general impression that libraries and users might be moving away from virtual reference, usage remained steady during this reporting period. Although one mid-sized public library system decided to leave the collective during this reporting period, another one rejoined, so the overall membership has remained largely unchanged.
Please briefly describe the importance of these outcomes and findings for future program planning:
This program is stable and seems to work well for member libraries, especially since the billing process has been streamlined. Library staff seem less excited about virtual reference than they were several years ago, but recognize that it is expected from some users, particularly at academic libraries.
Explain one or two of the most significant lessons learned for others wanting to adopt any facets of this project:
24/7 chat reference remains an important piece libraries' supporting their patrons.
Do you anticipate continuing this project after the current reporting period ends:
Yes
Do you anticipate any change in level of effort in managing this project:
No
Explain:

Do you anticipate changing the types of activities and objectives addressed by the project:
No
Explain:

Was an evaluation conducted for this project:
No
Was a final written evaluation report produced:
No
Can the final written evaluation report be shared publicly on the IMLS website:
No
Was the evaluation conducted by project staff (either SLAA or local library) or by a third-party evaluator:
Third-Party
What data collection tools were used for any report outcomes and outputs:
Did you collect any media for the data:
What types of methods were used to analyze collected data:
Other:
How were participants (or items) selected:
What type of research design did you use to compare the value for any reported output or outcome:
Exemplary: No
Exemplary Narrative
Project Tags: virtual reference, AskWA, Springshare