ASKAWAY ADVISORY COMMITTEE
Friday, January 29th, 2010
SFU Harbour Centre
Rm 2540 – Reader’s Digest Conference Room
515 West Hastings Street
Vancouver, BC
Teleconference participants call:
1.877.385.4099
Access code 1857723#
Friday, January 29th
9:30 am to 12:00pm
Refreshments served at 9:00 am
Committee Members:
Gohar Ashougian, UNBC/Small Universities
Mary Anne Guenther, NIC/Rural Colleges/
Chair
Jennifer Brownlow, VIU/Member-at-large
Sybil Harrison, CC/Urban Colleges
Kay Cahill, Public Library AskAway
Coordinator (alternate)
Leva Lee, BCcampus
Anita Cocchia, BC ELN
Ophelia Ma, UVic
Carole Compton-Smith, CPSLD
Todd Mundle, SFU
Debra Flewelling, DC/Member-at-large
Sunni Nishimura, AskAway Coordinator
Sally Taylor, UBC
Regrets: Cathy MacDonald KPU/Regional Universities; Melissa Lowenberg, Public Library AskAway
Agenda
1. Adoption of agenda
2. Business arising from the minutes
A. Suggested addition to the minutes re: technical issues over the summer
3. Items for Decision
A. Service Continuity Plan
4. Items for Discussion
A. BC campus funding request update
B. Increase in post-secondary traffic – Strategy brainstorm
C. Statistics showing AskAway value for institutions
5. Coordinator’s Report
6. Public Library AskAway Update
7. New Business
8. Next Meeting
BC ELN AskAway Advisory Committee
Minutes from September 25, 2009
In attendance:
Anita Cocchia, BC ELN
Debra Flewelling, Douglas/Member-at-large
Mary Anne Guenther, NIC/Rural Colleges/Chair
Leva Lee, BCcampus
Katherine Miller, UBC (alternate) [recorder]
Todd Mundle, SFU
Sunni Nishimura, AskAway Coordinator
Teleconference:
Gohar Ashougian, UNBC/Small Universities
Jennifer Brownlow, VIU/Member-at-large
Sybil Harrison, CC/Urban College
Regrets: Carole Compton-Smith, CPSLD; Melissa Lowenberg, Public Library AskAway;
Ophelia Ma, UVIC; Cathy MacDonald, KPU/Regional Universities; Sally Taylor, UBC
1. Welcome to new committee members.
2. Adoption of Agenda
3. Approval of minutes from June 29th meeting
In future minutes will be sent to committee for approval via email shortly after
the meeting.
4. Business arising from the minutes:
a) Items 4 & 5: Committee member turnover & Chair election process
New members: Cathy MacDonald, Gohar Ashougian and Leva Lee
New Chair: Mary Anne Guenther
Turnover and election processes now detailed in Advisory Committee Terms of
Reference. As the Steering Committee had already approved the process, the
changes will not go back to them.
ACTION: Page 2 of TOR: Sunni to change University Colleges to Regional
Universities.
MOTION: Approve changes to the AskAway Advisory Committee Terms of
Reference.
Moved: Debra
Seconded: Todd
b) Item 7: Feasibility of extended hours - TABLED
From the Sustainability survey, Sunni reported there was interest from the
partner institutions in extending hours. Two approaches identified to gather
information on this need: survey of patron needs and a review of Public
AskAway statistics for when the post-secondary service was closed. A process
for reviewing Public AskAway statistics was being put in place, but when public
BC ELN AskAway Advisory Committee – Minutes 2009/09/25
1
library funding cuts to AskAway were announced it was put on hold. Issue
tabled to next meeting.
c) Item 8: Contract signed with QuestionPoint
Anita & Christina negotiated with QP. Creative and positive process. License
started September 1st, 2009. Vendor is aware of what has happened with public
library funding. Contract jurisdiction BC. (Does not impact location of servers.)
d) Item 8: VR Trends Committee - TABLED
Sunni reminded the group that the joint software selection committee wanted
to continue to review software and other trends. Intent was to put a call out
for interested people. Tabled until there can be a conversation on participation
with Public Library AskAway.
5. Public Library AskAway Funding Update
Public library AskAway funding has been cut as of March 31, 2010. Funding
covered: full-time coordinator, software, auxiliary staff, and marketing
materials and printing.
Public Library service may need to make changes to funding by January in order
to transition to a new model. There may be impacts on the Post-Secondary
AskAway service as a result.
It was noted that the current license term for the QuestionPoint software is
September to August, which doesn’t match the funding timelines for public
library or post-secondary AskAway.
ACTION: For next software license negotiation, BC ELN Office will examine the
feasibility of changing the license term.
There will be Public Library AskAway Advisory Committee meeting on Friday
October 2, which Anita and Sunni will be attending.
ACTION: BC ELN Office will report back to Post-Secondary AskAway Advisory
Committee and BC ELN library directors on results of Public Library Committee
meeting, particularly on any potential impacts to Post-Secondary AskAway.
6. Sustainability: Cost-sharing request to participating libraries
As determined at last meeting, cost-sharing funding request will go out to
partner libraries in October to better match library budget timelines.
BC ELN AskAway Advisory Committee – Minutes 2009/09/25
2
Assumption is that BCcampus funding will remain the same. Not anticipating
any additional costs to the service – but this may change due to the public
library funding changes.
We appreciate the support of BCcampus – their funding makes the AskAway
service at the post-secondary level possible! There will be an evaluation report
for February 2010. Will be asking what BCcampus needs and will scope the data
accordingly.
ACTION: AskAway Coordinator and Chair will send out cost-sharing request to
partner libraries, aiming for mid-October.
7. AskAway Pandemic Response
Sybil explained there is an H1N1 staffing contingency plan at her own library.
She reflected that AskAway is well-positioned to provide support to the library
system in the event of a pandemic or major disaster. We may wish to consider
how we can add more staff to the service in this situation, and what the
triggers would be for that contingency plan.
ACTION: Sunni will research whether other collaborative VR services have
pandemic contingency plans.
ACTION: Sunni, Sybil and Gohar will form a subcommittee to research other BC
library contingency plans, and look at the feasibility of creating a contingency
plan for AskAway.
8. Coordinator’s report
Coordinator’s report is available for download:
http://www.eln.bc.ca/askaway/documents/AACoordRep20090925.pdf
ACTION: Sunni will amend Statistics to include the # of hours staffed and
resend to Committee.
9. New Business - None
10. Next Meeting
Dates will be sent out for a meeting in approximately 3 months.
BC ELN AskAway Advisory Committee – Minutes 2009/09/25
3
AskAway Service Continuity Plan:
October 2009
Prepared by AskAway Service Continuity Subcommittee:
Gohar Ashougian, University of Northern British Columbia
Sybil Harrison, Camosun College
Sunni Nishimura, AskAway Coordinator
AskAway Service Continuity Plan
1. Purpose
The expectation of a 2009/10 pandemic outbreak of H1N1 influenza
illuminated the need at many institutions and libraries for a service
continuity plan in the event of a disaster. The purpose of this response plan
is to determine how the AskAway service will respond
•
should significant staff absences occur at participating libraries.
•
should there be increased AskAway traffic levels as a result of increasing
numbers of patrons working from home.
2. Responsibility
The AskAway Advisory Committee, reporting to the BC ELN Steering
Committee, and the AskAway Coordinator are jointly responsible for the
implementation of the service continuity plan in the event of an influenza
pandemic.
3. Preparedness
In order to prepare for a possible disaster, two tools should be in place:
1. AskAway Contingency Team: A group of AskAway staff willing and able
to provide additional hours in the event of a disaster.
2. AskAway Swap Board: A web-based tool allowing open shifts to be
offered and exchanged by AskAway staff.
2
AskAway Service Continuity Plan
4. Dealing with staff shortages
To ensure that AskAway service is maintained, the following minimum
staffing levels are required:
This represents a 17% decrease over normal staffing levels. For this model,
staffing level reductions have been made on weekday afternoons (when
there is more staffing capacity), Thursday evenings (quietest evening) and
Fridays and Saturdays.
Maintaining minimum staffing levels
Libraries are primarily responsible for ensuring their scheduled shifts are
covered internally.
If a library is not able to cover their scheduled shifts internally, they should
post their shifts to the eln-vrefservprov listserv and the AskAway Swap
Board (Google Calendar) for other libraries to pick up if they are able.
The AskAway Contingency Team, made up of volunteers from libraries and
BC ELN auxiliary staff, will be tasked with covering any shifts that are not
picked up by libraries within 18 hours of the shift.
3
AskAway Service Continuity Plan
Reduction of Service Hours
If minimum staffing levels cannot be maintained more than 90% of the time
(i.e. minimum staffing levels not met more than 7 hours out of 67 per
week), then the AskAway Coordinator will make a recommendation to the
AskAway Advisory Committee that AskAway service hours be reduced.
Recommended service hour reductions will be made in the following order
to ensure minimum staffing levels are met while AskAway is open:
1.
2.
3.
4.
5.
Cancel Thursday evening (6-9 PM) service.
Cancel Friday and Saturday service.
Reduce Sunday – Thursday service hours to 11 AM – 6 PM.
Reduce Sunday – Thursday service hours to 1 PM – 4 PM.
Close AskAway.
All decisions to reduce service hours will be made by the AskAway Advisory
Committee, in consultation with the AskAway Coordinator. The decision to
close AskAway will be made by the Advisory Committee and the BC ELN
Steering Committee.
4
AskAway Service Continuity Plan
5. Dealing with Increased AskAway Traffic
In the event of an influenza pandemic, there is a possibility that AskAway
traffic will increase as a result of increasing numbers of patrons working
from home.
The following chart illustrates the expected traffic levels for the
2009/2010 academic year, based on traffic patterns from previous years
and actual traffic levels for September 2009.
In the event of a pandemic, if there is more than a 40% increase over the
expected traffic levels illustrated above, then the AskAway Coordinator
will make a recommendation to the AskAway Advisory Committee to
increase staffing levels.
The decision to increase staffing levels will be made by the Advisory
Committee.
Once the decision to increase staffing levels is made, the AskAway
Coordinator will identify times where extra coverage is needed, and will
determine how many extra staff are needed for each time period.
The extra shifts will be posted to the eln-vrefservprov listserv and the
AskAway Swap Board for partner libraries to fill if possible.
The AskAway Coordinator will provide additional AskAway training inperson or virtually if necessary to increase library staff capacity.
5
AskAway Service Continuity Plan
Dealing with Increased AskAway Traffic cont…
The AskAway Contingency Team, made up of volunteers from libraries and
BC ELN auxiliary staff, will be tasked with covering any shifts that are not
picked up by libraries within 18 hours of the shift.
If extra shifts are not covered more than 10% of the time, or if AskAway
auxiliary staff are working in excess of 45 hours per week (total for all
staff), then the AskAway Coordinator will make a recommendation to the
AskAway Advisory Committee to reduce service hours in order to increase
staffing levels when the service is open.
Recommended service hour reductions will be made in the following order
depending on the amount of extra staffing available while AskAway is
open:
1.
2.
3.
4.
Cancel Thursday evening (6-9 PM) service.
Cancel Friday and Saturday service.
Reduce Sunday – Thursday service hours to 11 AM – 6 PM.
Reduce Sunday – Thursday service hours to 1 PM – 4 PM.
All decisions to reduce service hours will be made by the AskAway
Advisory Committee, in consultation with the AskAway Coordinator.
6. Communications
The AskAway Coordinator will be responsible for ensuring that all
AskAway partner libraries and service providers receive communication
should it be necessary to implement the AskAway Service Continuity
Plan. Communication will via the eln-vref and eln-vrefservprov listservs.
The Chair of the AskAway Advisory Committee and the AskAway
Coordinator will be responsible for ensuring that all AskAway partner
libraries receive communication regarding any changes to AskAway
service hours. Communication will be via the eln-vref, eln-vrefservprov
and eln-directors listservs.
The Chair of the AskAway Advisory Committee and the AskAway
Coordinator will be responsible for ensuring that all AskAway partner
libraries receive communication regarding any service closures.
Communication will be via the eln-vref, eln-vrefservprov and elndirectors listservs.
6
AskAway Post-secondary Traffic Briefing Note
January 29, 2010
Purpose
The purpose of this briefing note is to begin a discussion on strategies for ensuring post-secondary
AskAway is prepared for an anticipated increase in traffic.
Issue
Post-secondary AskAway traffic levels have doubled in the past year, largely due to the use of Qwidgets
on library websites. As Qwidget usage increases, traffic levels will likely continue to increase.
Background
July 2008
AskAway library commitment levels reduced as staffing levels too rich for traffic levels
at the time
October 2008
AskAway Qwidget pilot project launched; all 4 pilot libraries see 44 - 333% increase in
traffic levels
Fall 2009
18 libraries using Qwidget; busiest term since AskAway started, with 109% increase over
Fall 2008 traffic
December 2009 Survey of AskAway staff to get their reading of service capacity for increased traffic
Current Status
Based on an anticipated traffic level increase and feedback from AskAway staff, staffing levels for Spring
2010 schedule were increased by 7%. The increase in staffing levels was largely achieved by increasing
auxiliary staff shifts; SFU and UBC also volunteered to take more shifts.
Traffic levels are expected to increase beyond the capacity of this 7% increase in staffing levels, for two
reasons:
1. Increasing accessibility: QuestionPoint has
just released news about two software updates
that increase user accessibility:
•
•
an update to the Qwidget which will
enable users to ask questions from their
mobile devices (iPhones, etc.).
SMS text reference capabilities
2. Increasing user familiarity: As more K-12
users familiar with AskAway enter the postsecondary system, post-secondary traffic will
likely increase.
Key Considerations
Library staffing commitment levels were set in July 2008 as a decrease from original
commitments.
Auxiliary staffing levels are now at the maximum level sustainable within the current AskAway
budget.
To meet anticipated increase in traffic a minimum of 12 additional hours per week (1 additional
staff person for the 4 busiest daytime hours, Mon – Wed) would be required.
28/01/2010
Preliminary Approaches to Measuring Value
January 29, 2010
Context
Coming out of preparing the BC ELN annual report, moving into preparing the AskAway report for
BCcampus, and in anticipation of updating the AskAway Adds Value Toolkit, we are looking at various
approaches to measuring the value of AskAway to participating libraries.
The following are two preliminary approaches to measuring value. The first compares trends over time
for traditional reference questions asked and questions asked via AskAway. The second approach looks at
the shifting balance of questions asked vs. questions answered on AskAway for each library.
We are presenting these ideas for your input at Friday’s meeting.
Rising Numbers of Reference Questions Being Asked
The following chart was generated from reference question statistics provided by the Council of Postsecondary Library Directors (CPSLD). Questions asked via AskAway are collected as part of the reference
question statistic for each institution. To examine the relationship between AskAway statistics and other
reference statistics, AskAway statistics for each institution were subtracted and graphed separately.
One interpretation of these statistics is that AskAway is not merely providing an alternative format for
users to ask questions, but is contributing to an overall increase in the number of questions being asked.
In-person, phone or email reference questions are not going down because users can ask their question
via AskAway instead of coming into the library; users are asking more questions in general.
28/01/2010
Measuring Value
Increasing Number of Libraries Obtaining Direct Cost Benefits from AskAway
Shaded boxes indicate more questions asked than answered, i.e. libraries directly benefitting from the
AskAway collaborative. One of the real benefits of looking at the shifting balance of questions asked vs.
questions answered in this way is that it highlights where the Coordinator can provide further support to
libraries to help them get the most from AskAway.
Institution
BRITISH COLUMBIA INST OF TECH*
CAMOSUN COLLEGE*
CAPILANO UNIV*
COLLEGE OF NEW CALEDONIA
COLLEGE OF THE ROCKIES
DOUGLAS COLLEGE*
EMILY CARR UNIV*
JUSTICE INST OF BC
KWANTLEN POLYTECHNIC UNIV*
LANGARA COLLEGE*
NICOLA VALLEY INST OF TECH
NORTH ISLAND COLLEGE*
NORTHERN LIGHTS COLLEGE
NORTHWEST COMMUN COLLEGE*
OKANAGAN COLLEGE*
ROYAL ROADS UNIV
SELKIRK COLLEGE
SIMON FRASER UNIV*
THOMPSON RIVERS UNIV*
TRINITY WESTERN UNIV
UNIV OF THE FRASER VAL*
UNIV OF BRITISH COLUMBIA*
UNIV OF NORTHERN BC*
UNIV OF VICTORIA*
VANCOUVER COMMUN COLLEGE*
VANCOUVER ISLAND UNIV*
YUKON COLLEGE*
2007/2008 Sept - Apr
2008/2009 Sept - Apr
Answered
Asked
Difference
Answered
Asked
Difference
196
149
68
109
72
368
54
122
249
229
0
69
49
68
243
98
94
635
169
209
198
1125
133
570
240
289
29
187
102
32
52
49
492
17
16
217
217
3
137
36
44
167
66
21
2054
72
92
177
1390
79
597
185
186
7
9
47
36
57
23
-124
37
106
32
12
-3
-68
13
24
76
32
73
-1419
97
117
21
-265
54
-27
55
103
22
417
245
209
228
35
490
58
172
485
250
0
220
71
182
239
147
121
936
345
269
326
1803
277
869
261
348
72
365
297
118
17
77
1182
13
11
747
298
1
205
54
79
292
98
44
2548
147
40
644
1862
67
620
49
363
14
52
-52
91
211
-42
-692
45
161
-262
-48
-1
15
17
103
-53
49
77
-1612
198
229
-318
-59
210
249
212
-15
58
* Indicates libraries that have Qwidgets on their websites
01/29/2010
2
Coordinator’s Report
September 25, 2009 to January 29, 2010
Learner Feedback
“Excellent service and surprised it was available on weekends. One that accomidates my own
schedule. 5 Stars from Student” [VIU learner]
“i was just checking it out, and the guy who answered was cool.” [Douglas College learner]
“Both times I have used AskAway I leave speechless with the amount of dedication into answering
my questions they put. I am made to feel as if answering my question is a joy to them (whether or
not it actually is I'm sure it can't be fun!) but AskAway has redeemed my faith of the future of
libraries in an increasingly technological age. Truly a wonderful feature.” [UBC 3rd/4th yr]
“I think this service is wonderful. I am very impressed with the helpfulness and kindness of the
librarian. Bravo!” [KPU learner]
Service Update
Fall 2009 term (Sept 21 to Dec 11)
o
More than double the traffic! 8281 sessions in total this fall vs. 3963 in total last fall;
average of 103.5 calls per day this fall, vs. 49.5 calls per day last fall!
Spring 2010 term (January 18 to April 16)
o
Increased traffic so far: First four days of service have seen 63% higher traffic than same time
last year, but 24% less traffic than September 2009
o
Increased staffing levels: Libraries contributing 178 staff hours per week; 44 hours per week
provided by BC ELN auxiliary staff
o
Impact of Public Library service closure: first weekend just as busy as September 2009, which
was twice as busy as last January; therefore no apparent impact as of yet
Coordinator’s Report
Coordination & Support
Coordinated 2010/2011 Service Support Fee process
Communication & Marketing:
o
Supported UVic AskAway marketing drive with updated marketing materials
o
Developed & implemented communication for patrons and AskAway staff around change in
Public Library AskAway hours
o
Partnered with BCcampus staff to market AskAway on the BCcampus website
Staffing & Scheduling:
o
Launched Traffic Busyness Survey to determine if adjustments to staffing levels required
o
Completed Spring 2010 schedule with 7% increase in staffing levels in anticipation of
increased traffic
o
2 new contractors hired; 4 contractors renewed
Training & Support:
o
1 in-person and 1 virtual training session: 8 public/post-secondary folks trained
o
1 professional development session offered by UBC on Primo, new federated search tool
o
Trained and supported 2 private partners joining service on pilot basis: Quest University
Canada and Alexander College
o
Developing support materials for another major Qwidget update: Mobile!
o
Developed support materials and supported launch of Campfire group chat tool
o
Collaborated with UBC on communication around UBC guest login
Collaboration with Public Library Service & Other Stakeholders
Monthly virtual meetings with other virtual reference service coordinators: discussions center
around software, sustainability issues, sharing strategies; BC hosting February meeting
Conference call update with Virginia Roy of AskON: they anticipate losing their Ministry funding
in the next fiscal and are looking at sustainability models as well; very interested in what happens
with BC service and strategies for building collaboration and participation levels
Attended October QuestionPoint User Council meeting (QPUC): QP staff reported that they are
resolving technical issues and are looking forward to getting back on track with QP enhancements;
next QPUC meeting February 4
01/29/2010
2
Coordinator’s Report
Fall Term (Sept 21 – Dec 11 ) 2009
Sessions with Our Learners
Total
Sessions
With Other
Institutions
’ Learners
Total
Sessions/
Institution
0
0
1330
1330
120
111
130
274
284
51
569
579
620
213
264
4
6
137
100
143
55
61
College of New Caledonia
5
0
17
0
17
185
185
College of the Rockies
3
1
31
0
32
72
73
Douglas College*
7
38
613
356
651
294
332
Emily Carr University*
2
9
24
19
33
37
46
Justice Institute of British Columbia
3
0
0
0
0
108
108
Kwantlen Polytechnic University*
7
39
504
483
543
265
304
Langara College*
5
10
151
36
161
169
179
Nicola Valley Institute of Technology
0
0
0
0
0
0
0
North Island College*
5
10
95
103
105
123
133
Northern Lights College
2
0
9
0
9
45
45
Northwest Community College*
3
4
73
64
77
152
156
Okanagan College*
5
14
282
229
296
207
221
Royal Roads University
3
2
35
0
37
126
128
Selkirk College
3
4
48
0
52
124
128
Simon Fraser University*
19
192
1502
857
1694
543
735
Thompson Rivers University*
7
13
247
240
260
267
280
Trinity Western University
5
2
47
0
49
197
199
University of British Columbia*
34
345
1127
1097
1472
1117
1462
University of Northern British Columbia*
5
23
316
334
339
174
197
University of the Fraser Valley*
5
36
455
398
491
210
246
University of Victoria*
16
50
403
200
453
623
673
Vancouver Community College*
5
7
47
13
54
205
212
Vancouver Island University*
5
14
404
299
418
223
237
Yukon College*
2
1
18
12
19
62
63
205
881
7274
5530
8155
7400
8281
Hours
Staffed
/Week
Handled
by Us
Handled
by
Others
via
Qwidget
BC Electronic Library Network
33
0
0
British Columbia Institute of Technology*
7
10
Camosun College*
5
Capilano University*
Institution Name
TOTALS
* Indicates libraries with Qwidgets on their websites
How to read this table: E.g. Camosun College had 51 sessions with Camosun learners handled by Camosun service providers (sp). 569 sessions
with Camosun learners were taken by sp from other institutions. 579 sessions with Camosun patrons were initiated via the Qwidget on the
Camosun website. There were a total of 620 sessions with Camosun learners. Camosun sp took 213 sessions with learners from other institutions.
The total number of sessions taken by Camosun sp was 264, including the sessions with Camosun learners and those with other learners.
01/29/2010
3
For immediate release: December 21, 2009
Public Library AskAway virtual reference service hours will change January 4, 2010
AskAway, the province-wide virtual reference service, is a collaboration between public and post-secondary
libraries in British Columbia. Earlier this year, public library directors in B.C. received notice from the Ministry of
Education that provincial funding for public librariesʼ participation in AskAway had been cut as of 2010. Since
then, many libraries have learned that they also face municipal budget reductions.
Public libraries throughout the province contribute staff to AskAway. The Public Library AskAway Advisory
Committee conducted a survey of public library directors in November 2009, and has learned that twenty-one
libraries will be able to continue staffing AskAway from January to June 2010. Fourteen libraries will no longer be
able to participate in staffing the virtual reference service in this period.
As a result, public library AskAway hours will be changing on January 4, 2010. The service will be available from
10am to 9pm Monday to Thursday, 10am to 5pm Friday, and 12 noon to 5pm Saturday. It will be closed on
Sundays and statutory holidays.
Provincial funding -- $350,000 in 2009 -- supported the provincial coordination and staffing of the program for
public libraries as well as management services and software. This funding remains in place until March 31,
2010. Depending on libraries continued ability to staff at the projected levels, the public library service will
continue until June 2010. Post-Secondary AskAway is funded by its libraries in partnership with BCcampus, and
this core funding for software and administration remains in place.
In 2010, the provincial committee that oversees the Public Library AskAway service will discuss alternative
models for the future of collaborative virtual reference among public libraries in British Columbia. Many public
libraries indicated an interest in continuing to provide virtual reference in British Columbia, and we look forward
to developing a new model for the future.
For more information contact:
AskAway – BC Public Libraries
AskAway - BC Post-Secondary Libraries
Christina de Castell
Acting Manager, Online Information & News
Vancouver Public Library
Tel. 604-331-4058
[email protected]
Anita B. Cocchia
Executive Director
BC Electronic Library Network
Tel. 778.782.7004 [email protected]
Melissa Lowenberg
Supervisor of Support Services
Thompson-Nicola Regional District Library System
Tel. 250-374-8866
[email protected]