What is Virtual Reference?

Virtual reference is the provision of library reference services through digital or electronic information technology. In the case of Ask A Question (AAQ), it means that individuals are able to ask for and receive reference assistance at any time using any computer with Internet access, whether they are at home, at work, in the library or elsewhere.

• Virtual reference overcomes traditional geographic barriers making access to reference service straightforward and expeditious.
• Virtual reference service reinforces the value of Alberta libraries to individuals, communities, and to the province.
• Virtual reference supports the information and research needs of Albertans while educating users in the best methods to retrieve information and acquire knowledge.

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What is Ask A Question (AAQ)?

AAQ is an initiative that provides collaborative virtual reference services to patrons of Alberta post-secondary institutions and public and regional libraries.

• The original software used in the post-secondary library sector was adapted to include virtual reference services through public and regional libraries in Alberta, making the project unique in its cross-sectoral scope.
• The system is designed so that collaboration between public library and post-secondary sectors is readily available, yet completely optional.

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What are the principles of AAQ?

• The service augments and enhances existing reference services. Virtual reference expands the means by which libraries can provide reference service.
• The service is collaborative in nature, offering the possibility of sharing expertise on any question as well as ensuring that questions submitted to libraries with shorter hours get answered, usually within 24 hours.
• Clients link to AAQ through their library's web site or through our main page. They register with the service and submit questions through a web-based form.
• Branch libraries and member libraries of regional library systems may submit questions on behalf of their patrons to their main branch or regional library.

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How does the AAQ service Work?

• AAQ programming currently resides on a server at the University of Alberta.
• All questions are answered within 48 hours and remain open for 96 hours so that updates to the original answer may be provided before being archived.
• Most of the archive is a publicly searchable database of the questions and answers that we have provided that may have research significance to other patrons.  The archive is restricted to the most current six months of questions in an effort to ensure our clients are receiving the most current information we can provide.
• Public library clients register by entering an email address and a valid Alberta postal code (or registering as a guest for out of province questions), then submitting a question. Post secondary clients register by entering an email address and then selecting the school they attend from the list of participating post secondary institutions, the program they are in, then submitting a question.
• Each participating library (affiliation) has at least one Coordinator and trained Ask A Question reference staff.
• AAQ staff check the system regularly and take ownership of questions that are affiliated with their library. Affiliations are determined by postal code for public libraries and by institution for post secondary libraries.  Questions that do not have an assigned postal code or institution are denoted as “Guest” questions and are answered by staff as they are able to take them.

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Who Does AAQ Serve?

• Ask A Question serves the information needs of Alberta residents as well as patrons from participating post-secondary institutions.
• Participating libraries have also agreed to answer questions from outside of Alberta.
• A valid email address is required in order for you to receive the answer to your question. If a valid email address is not provided, Ask A Question reserves the right to provide only a brief answer to your question.

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What Are The Benefits Of Collaboration?

• Clients benefit because the system encourages and enables the sharing of expertise between reference practitioners throughout the province on difficult or challenging questions.
• Sharing the infrastructure and the workload is more cost efficient.
• A shared public archive of answered questions enlarges the resources available to Albertans.

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How Is AAQ Funded?

• The service originated in the post-secondary sector as a collaboration between Grant MacEwan College, NAIT and Red Deer College. Institutional funds received from Alberta Learning through Knowledge Network funded the project.
• Emerging Project funds enabled the development and expansion of the service.
• The Alberta Public Library Electronic Network (APLEN) provided funds to adapt and develop the Ask A Question service to meet the information needs of Alberta's public library clients.
• Currently, APLEN provides administration, training and monitoring of the public library portion of the service through funding from Alberta Municipal Affairs (AMA). The post secondary portion of Ask A Question is funded by the individual libraries involved in the service.

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Last updated: July 28, 2006