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Frequently Asked Questions

How Do I Get Started ?
After you select the AskON button from any LRC web page, you will be directed to the "AskON" page. When the service is open you will be invited to "click here for LIVE Chat ". When the service is closed  you will see " LIVE CHAT IS CLOSED" and be invited to contact us via e-mail. 

When the service is open choose "click here for LIVE Chat". You will then be able to fill out a pre-chat survey regarding your question. Be sure to correctly enter your e-mail address as at the end of your session you will also be able to request a transcript of your session.

Live Chat by LivePerson

askON librarians are standing by to help you.

Mission

Combining the power of libraries, people and technology to connect Ontarians to the information they need when they need it. 

Vision

askON is not just an information service. It's not just an online connection. askON is real answers, real people, real time.

askON will be available to all residents of Ontario, seven days a week during defined hours of service. The service is delivered by Ontario library staff who are experienced in answering reference questions. 

Service Philosophy

To focus on the requirements of the customer and, using the resources to which they are entitlted, strive to deliver a response or solution that is better than they could have achieved on their own. It is askON’s aim to provide service to the best of our ability and when that is exhausted to offer “informed referral” to an agency, institution or individual with the resources to deliver additional assistance.  

Participating Libraries

George Brown College

Lakehead University

Mohawk College

Ryerson University

Seneca College

York University

Who do we serve?

We serve students, faculty, staff, and other affiliates of Ontario’s publicly funded colleges and universities that are participating in the askON service.

A library card is not required to use the askON service, however, patrons will need the appropriate library id, barcode, password, or other information required for authentication in order to access the electronic resources to which they are entitled through their college or university library.

Through the course of a reference interview, if it becomes clear that patrons are:

• From a publicly funded Ontario college or university that is not participating in the askON service at this time,
  • We serve those patrons to the best of our ability considering the time/resources available and/or refer those patrons to their home libraries.
• Ontario residents not affiliated with a college or university,
  • We transfer those patrons to askON’s public queue.
• Not from Ontario,
  • We serve those patrons to the best of our ability considering the time/resources available and/or refer those patrons to their home libraries.

What kinds of questions do we answer?

We answer questions about the use of library services and resources. We provide help with course-related research tasks (e.g. finding books, journals, articles, etc).  We focus on the requirements of the patrons and deliver information that is better than they could have found on their own. 

Typically, questions will be one of three kinds: short answer, research skill development, or in-depth queries. We will provide the best possible service and, when that is exhausted, informed referrals.

The primary focus for this service is providing information in electronic format, including:

Proprietary databases available at the specific institution from which the question originates; Knowledge Ontario resources; and Publicly accessible websites.

What kinds of questions do we not answer?

We do not offer legal, medical, business or financial advice. We will provide direction to information sources but not interpretation or advice.

We do not conduct research on anyone’s behalf – we help people to define research eeds and improve research processes.

How do we answer questions?

We answer questions in a timely manner using the best resources available to the patron (from library catalogues, reference books, databases, and the World Wide Web).  askON staff access and use information in an economic, legal, social, and ethical way.

Patrons chat with askON staff online, in real time (using LivePerson - a commercial software).

askON staff are approachable and courteous.  If we are unable to answer a question dequately, we will make a referral to another source, institution or person that is better able to answer the question. This includes referring patrons to subject specialists at their library.

When the askON service is closed, patrons will be invited to email their questions to their home libraries. 

Hours of service

askON is available 62 hours per week. Each participating library will contribute hours to collaborative staffing

For the trial period:

Monday, January 7, 2008 – April 2008

Monday - Thursday: 11am - 10pm

Friday - Sunday: 11am - 5pm

Key dates in the 2008 schedule:

Service opens: Monday, January 7, 2008

Service closed:

February 18; Family Day

March XX; Reading Week (reduced hours - TBD)

March 21; Good Friday

March 24; Easter Monday

Service closes: Friday, April 11, 2008 (or reduced hours)

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