Throttling Incoming Traffic

Submitted by support on

The bulk of the May 9 SparkRef forum revolved around limiting ("throttling") questions from a class visit like Oregon's virtual reference service does.  From that discussion we decided to take a look at possibly implementing throttling for our service.  We quickly realized that there were several issues that we needed to think about. How many questions represent too many? What about types of questions? Should we let fewer complex questions through? What is a complex question? What is a simple one?

Relentless Reference

Submitted by dboozer on

In taking another look at the transcripts done by Michael and Ozzie and other successfully handled pranks, I see a common theme. As Michael implied, treating potential pranks as legitimate questions let's one not play into the hands of pranksters. The prankster wants to get a shocked reaction from the librarian. The prankster wants to show how "edgy" they are. The prankster wants to have fun. My contention is that librarians can turn that around and have some fun with the pranksters.

Another Prank Deftly Handled

Submitted by dboozer on

In the tradition of Ozzie's wonderful example of dealing with a prankster, I wanted to share the following transcript by Michael Johnson of Shawnee State University. He recently im'd me to thank me for the training that he attended in February and to let me know he tried treating a prank like a real question and had the patron get bored and leave.

WARNING: There are several profanities in the session transcript!

Here is the transcript in question:

SparkRef Forum Transcript: May 9

Submitted by dboozer on

We had a lively discussion today and record attendance for a SparkRef Forum! We had a total of six people join in (plus the KIN24x7 Statewide Coordinator and KIN24x7 Website Coordinator) including two each from the State Library, OhioLINK, and NEO-RLS (ad.alex2's alter ego is Cheri). The topic was originally simply "canned messages" however discussion prior to the forum also brought up the need to discuss "class bombs" where a multitude of students logs into the service at once. KIN24x7 is not the only statewide service to experience these.

KnowItNow24x7 Newsletter: May 2012

Submitted by dboozer on

Volume 5, Number 11

Coordinator's Corner: 24x7 Coverage Changing

After review of usage statistics, discussion with the State Library of Ohio, consideration of fiscal concerns, and other factors, KnowItNow24x7 will only be virtually available 24x7 beginning in July 2012. There will be no live chat coverage between the hours of 1:00 am and 7:00 am; however, patrons will still be able to leave email or text messages during those hours to be replied to after the service re-opens in the morning.

QuACK Meeting 4/25/2012

Submitted by QuACK on

Cheryl (Chairperson) and Wendy (Secretary) were (peacefully) re-elected to three-year terms.  Congratulations!

Don discussed his recent programs at the chapter conferences and is planning to share his presentation on the provider webpage.

Cheryl shared a draft of the QuACK procedures and asked committee members to review and comment.

To Infinity & Beyond! Taking Google Beyond the Basics

Submitted by dboozer on

As promised, I wanted to provide some links and information about my presentation at the chapter conferences of the Ohio Library Council. I had the pleasure of talking with well over 100 people in-person but wanted to be sure to let as many people as possible benefit from the presentation.

Unresolved Questions

Submitted by aclark43 on

My time staffing the chat service is coming to an end very soon.  I was not prepared for how much I would learn during this experience and it has been a great surprise to me!

As I look back through my notes, I find that I still have a few unresolved questions regarding chat reference service.  It has to do with information literacy for students.  Specifically, what is our role as KnowItNow24x7 librarians regarding K-12 students seeking help with homework questions?

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