AskAway Commitment Models Review Working Group

*Operational from July 2024 - February 2025

Background

The AskAway Advisory Committee has endorsed three cost-sharing and collaborative staffing commitment models to support the AskAway chat reference service and enable participating post-secondary libraries to provide 73 hours of AskAway service per week. The commitment models are Base Service Support Fees, Base Staffing Commitments, and Flexible Service Support Contributions. These models are based on funded FTEs, and there are currently five tiers. The tier and commitment model structure has not changed in ten years, since the Flexible Support Contributions were instituted in 2014. More information about each of the models and tier membership can be found on the AskAway Library Commitment Models page. 

In response to sustained high levels of traffic on AskAway since 2020 and an evolving service landscape, the Advisory Committee agreed at their April 4, 2024, meeting to form an AskAway Commitment Models Review Working Group to ensure the sustainability of the service.

Purpose

The purpose of the Commitment Models Review Working Group is to: 

• Outline AskAway’s staffing and service support needs; 
• Host Zoom sessions with participating institutions to communicate about the rationale for the review and the process; 
• Survey commitment models at other collaborative virtual reference services; 
• Consult AskAway participating institutions to gather feedback about the current commitment models; 
• Review all three commitment models, which may entail reviewing the tiers; 
• Communicate progress to the Advisory Committee and the AskAway community; 
• Make a recommendation to the Advisory Committee of commitment models that best suit AskAway’s long-term sustainability, staffing, and service support needs.

Membership

The following criteria will guide membership: 

• There will be a maximum of seven members, consisting of representatives from participating libraries and one representative from the AskAway Admin Centre. 
• Membership should include representation from each of the five tiers and be representative of the Advisory Committee constituency groups, with a balance of roles and geographic locations. 
• One of the Co-Chairs of the Working Group will be a member of the Advisory Committee. 
• Members will be available for frequent meetings and work during the review process, expected to be July to December 2024.
• If a member cannot attend a meeting, they may send an alternate. An alternate may be sent no more than twice during the course of the working group. All alternates are expected to be well-versed in the work being discussed.

Roles and Responsibilities

The Co-Chairs are responsible for gathering agenda items and setting the agenda, chairing the meetings, ensuring the purpose of the working group is achieved, and communicating progress and outcomes to the Advisory Committee and broader AskAway community. 

Working group members are responsible for attending meetings and contributing to the group’s work. 

The Admin Centre is responsible for working together with the Co-Chairs to schedule meetings, take and distribute meeting notes, and provide the necessary tools and technology.

Communication

Communication among members will take place primarily via listserv.

Meetings

Meetings will be held virtually (e.g., via Zoom), and generally be held every two weeks.

Decision Making

Decision-making will be determined by consensus. If consensus cannot be reached, or is not appropriate to the question, Robert’s Rules of Order will apply.

Deliverables

The Commitment Models Review Working Group will deliver a recommendation to the Advisory Committee outlining service commitment models that best meet AskAway’s long-term sustainability, staffing, and service support needs.

Members

Alison Griffin, BCIT (Co-Chair)
Ebony Magnus, SFU (Co-Chair)
Alexandrea Flynn, Camosun College
Aleteia Greenwood, UBC
David Leggett, NVIT
Kealin McCabe, UNBC
Cristen Polley, AskAway Admin Centre, BC ELN

Suggested Timeline

This timeline is subject to change as work progresses.