Final
Report
InfoEyes Beta Phase
March
through August 2004
Prepared by
Tom Peters of TAP Information Services (http://www.tapinformation.com/)
Executive Summary
This is the final report on the first six months—the beta
test phase--of the InfoEyes Program (www.infoeyes.org), which ran from March
through August of 2004. InfoEyes is a multi-state virtual reference, online
instruction, and information community for blind and visually impaired
individuals. Seventeen libraries in
thirteen states have participated to date in InfoEyes. Resources for the project, including
software, systems, trial access to databases, orientation, and technical
support were supplied by OCLC (http://www.oclc.org/)
and Talking Communities (http://talk3.talkingcommunities.com/). All other direct and indirect expenses
related to InfoEyes have been donated by the
participating libraries.
The goals of the beta test of InfoEyes included:
· Developing a virtual reference service for blind and visually impaired individuals that meets their needs and expectations regarding accessibility and quality of service.
· Developing an online learning community for blind and visually impaired individuals that provide library programs, orientation sessions, and instructional training.
· Establishing a replicable model for an accessible virtual reference service.
·
Working with vendors of software and systems to
improve the overall accessibility.
During most of the beta testing phase patrons had three
options for submitting a question to InfoEyes. First, they could submit a question via email
using the OCLC QuestionPoint system. The InfoEyes
service team attempted to respond via email in 48 hours or less. Second, a patron could engage in a
synchronous, basic text chat session using the OCLC QuestionPoint
system. Third, a patron could use the
enhanced virtual reference mode involving voice-over-IP, co-browsing, and other
enhanced virtual reference features. At
the beginning of the beta test phase QuestionPoint
Enhanced Communications was used as the software platform for this enhanced
reference interaction. After a six-week
period in May and early June when no enhanced reference option was offered, the
InfoEyes team switched to the iVocalize
software platform from Talking Communities.
In terms of management and governance, the Illinois State
Library Talking Book and Braille Service provided overall management and served
as fiscal agent for the project. Each
participating library had one vote on the InfoEyes
Advisory Council, which served as the governing body. The day-to-day operation and management of InfoEyes was a collaborative effort.
A total of 295 total sessions occurred during the first six
months of the InfoEyes service. Of those, 233 were defined as countable
sessions. Of the 184
days during the six-month period, 102 (55.4 percent) contained at least one InfoEyes session.
The average number of countable sessions per active day for the
six-month period was 2.28. However,
there was a noticeable downward monthly trend in the average number of
countable sessions per active day, starting in May with 5.14 and concluding in
August with 1.17.
Of the 233 countable sessions, 161 (69.1 percent) were
“real” (i.e., based on the logs, these appeared to be real information needs
expressed by real patrons), 25 (10.7 percent) were “interest” sessions (i.e.,
the person was interested mainly in learning more about InfoEyes),
41 (17.6 percent) were practice sessions involving two or more InfoEyes service providers, and 6 countable sessions (2.58
percent) were of unknown basic intention.
The general finding of the beta testing period is that InfoEyes appears to be meeting the anticipated need. Use of the service was strong in the first
two months of the beta testing phase, then dropped off
during the summer months. InfoEyes created a new awareness--among the target
service population, talking book centers and libraries serving the blind and
visually impaired, mainstream libraries, and virtual reference services--about
new service opportunities.
Numerous
recommendations and ongoing challenges have been identified. The hours of service should be
increased. Overall, more effective means
must be found to announce and promote the service. The relationship between InfoEyes
and mainstream virtual reference services (i.e., VR services designed for the
general population) needs further discussion and exploration. Additional funding must be found in order to
maintain the vitality of the service.
In order for a virtual reference service to be accessible to
blind and visually impaired individuals, the software used must be accessible. The software must work well in conjunction
with major screen reader software programs, such as WindowEyes
and JAWS for Windows. The use of frames
and automatic screen refreshes tends to create access hurdles. Keystroke alternatives to all buttons and
dropdown menus should be available. The
use of voice-over-IP is not an essential component of an accessible virtual
reference service, but experiences during the beta testing phase of InfoEyes indicate that it is a very helpful feature that is
much appreciated by users. The expertise
and approachability of the staff providing the service are as important as the
accessibility of the software.
Virtual reference software, systems, and services that are accessible to all
citizens benefit everyone, not just individuals who happen to be blind or
visually impaired.
Participating Libraries
Please note: Listed
below are the InfoEyes participating libraries as of
August 2004. The
District of Columbia
Library of Congress
(http://www.loc.gov/)
Illinois
Illinois State Library
(http://www.cyberdriveillinois.com/departments/library/home.html)
Illinois State Library Talking Book and
Braille Service (http://www.cyberdriveillinois.com/departments/library/who_we_are/talking_book_and_braille_service/home.html)
Mid-Illinois
Talking Book Center
(http://www.mitbc.org/)
Southern Illinois Talking Book Center (http://www.shawls.lib.il.us/talkingbooks/)
Iowa
Iowa Library for the Blind and Physically
Handicapped (http://www.blind.state.ia.us/library/)
Maine
Maine State Library Outreach Services
(http://www.maine.gov/msl/outreach/)
Massachusetts
Perkins Braille and Talking Book Library (http://www.perkins.org/area.php?id=11)
Nevada
Nevada Talking Book Services
(http://dmla.clan.lib.nv.us/docs/nsla/tbooks/)
New Mexico
New Mexico State Library, Library for the
Blind and Physically Handicapped (http://www.stlib.state.nm.us/services_more.php?id=321_0_13_0_M24)
New York
Andrew Heiskell
Braille & Talking Book Library, part of the New York Public Library
(http://talkingbooks.nypl.org/)
Ohio
Cleveland
Pennsylvania
Carnegie Library of Pittsburgh, Library for
the Blind and Physically Handicapped
(http://www.clpgh.org/locations/lbph/)
Free Library of Philadelphia, Library for the
Blind and Physically Handicapped
(http://www.library.phila.gov/lbh/lbh.htm)
Texas
Texas State Library and Archives Commission,
Talking Book Program
(http://www.tsl.state.tx.us/tbp/index.html)
Washington
Washington State Library
(http://www.secstate.wa.gov/library/)
Washington Talking Book & Braille
Library, Administered by the Seattle Public Library
(http://www.wtbbl.org/)
Introduction
This is the final report on the first six months—the beta test
phase--of the InfoEyes Program (www.infoeyes.org) InfoEyes is
a multi-state virtual reference, online instruction, and information community
for blind and visually impaired individuals.
Seventeen libraries in thirteen states have participated to date in InfoEyes. Resources
for the project, including software, systems, trial access to databases,
orientation, and technical support were supplied by OCLC (http://www.oclc.org/) and Talking Communities (http://talk3.talkingcommunities.com/).
All other direct and indirect expenses
related to InfoEyes have been donated by the
participating libraries.
Core Project Team
Sharon Ruda,
Director, Illinois State
Lori Bell, Director, Mid-Illinois Talking Book
Center
Diana Brawley Sussman,
Director, Southern Illinois Talking Book Center
Tom Peters, Founder, TAP Information Services
(Project Evaluator)
Stakeholder Groups
Various groups had a stake in the outcomes and general
success of the beta testing phase of InfoEyes. Stakeholder groups include: