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Volume 4, No. 6

Coordinator's Corner: 2010 Highlights

If you plan for a year, plant a seed. If for ten years, plant a tree. If for a hundred years, teach the people.
~ Kuan Chung (d. 645 B.C.), Kuan tzu chi p‘ing (Book of Master Kuan), ed. Ling Juheng, vol. 1, p. 12 (1970).

December is the typical time that we take a look back at the year that was, and 2010 was an extremely eventful one. Some of the highlights included:

  • Consolidation of KnowItNow24x7's three web portals (KnowItNow, HomeworkNow, and ReadThisNow) under one name and one web address: www.knowitnow.org
  • A new logo designed by Kristin Klatka, Community Relations Associate and graphic designer for Euclid Public Library. (Logos are available at the Provider site's Marketing Materials page for download by libraries to post on their own web pages to link to the service.)
  • Canal Fulton Public Library, Chancellor University, Ohio Dominican University, and Case Western Reserve University joined the network.
  • INFOhio included KnowItNow24x7 in their online learning initiative entitled 21 Essential Things for 21st Century Success. (Still a good source of self-directed training for librarians, too!)
  • A partnership was initiated with the School of Library and Information Science (SLIS) at Kent State University (KSU).
    • During the Spring 2010 semester, Dr. Miriam Matteson and Dr. Jodi Kearns contacted KIN24x7 about using a sampling of transcripts for their respective reference services classes.
    • In the Fall 2010 semester, students in Dr. Matteson's class were trained to staff limited shifts on the service and assigned to reflect on their taste of real-life reference work.
  • Three KSU SLIS student interns staffed regular shifts on the service during the Spring 2010 semester.
  • In May, the State Library of Ohio Board unanimously passed the 2010-2011 LSTA Grant Proposal to fund KnowItNow24x7. The Board members also appreciated the booklet compiled by the Quality Assurance Committee for KnowItNow24x7 (QuACK). (The continuing support of the Board and staff at the State Library is greatly appreciated.)
  • KnowItNow24x7's subject queues were consolidated in June.
  • The Pathfinder Editorial Committee for KnowItNow24x7 (PECK) was created to encourage participation of KnowItNow24x7 librarians in the creation of subject pathfinders.
  • SparkRef chat forums were initiated in September to provide a place for KnowItNow24x7 librarians to discuss areas of concern and to share information with each other.

These are just a few of the highlights, and there are more exciting innovations in the works for 2011. In fact, very soon I will be sending out an Update on the upcoming texting for KnowItNow24x7 and how libraries can benefit from being part of the collaborative statewide virtual reference service network.

I've also written a year-in-review article for the December issue of the State Library of Ohio (SLO) News, and I encourage everyone to take a look at that for more details (as well as to catch up on other news from SLO).

For those libraries not participating in the collaborative work of KnowItNow24x7, now is a great time to take a second look at getting involved.

As always, the work of every librarian who contributed to the statewide virtual reference cooperative this past year is greatly appreciated! Thank you!!

Don Boozer
KnowItNow24x7 Coordinator

Recent Updates to the Provider Site and Twitter

A Sampling of KIN24x7 Patron Survey Comments from November 2010

The following are samples of constructive criticism and kudos from the Patron Surveys from November. Keep up the great work! Comments are posted below exactly as they were entered by the patrons:

Constructive Criticism (with editorial comments)

  • Librarian claimed service was for 'homework' only after she/he didn't couldn't remotely answer the question.

    • Commentary: It should first be noted that the librarian's assertion that KnowItNow24x7 is "limited to home-work help questions" is incorrect. The service's function is provided on the About page and includes the fact that "you don't have to be a student to use KnowItNow24x7! The librarians staffing our service are also able to help with any information you might be looking for, whether it be for work, home, or just to answer your curiosity." Although the majority of users of KnowItNow24x7 are students (Kindergarten through university), around 10% of users identify themselves as "not a student." Face-to-face reference desks are not just for homework questions and neither is our statewide virtual reference desk.

      The patron's original question in this case was "Trying to verify a corporate structure of HealthCare Waste Systems LLC DE (headquaters) to HCWS Ohio (Principal office) HCWS of Pennsylvania and HCWS of Kentucky (branch offices)." Granted, this appers at first glance to be a complex question, but here are some suggestions for how it could have been handled more effectively.

      The librarian did ask "can you clarify LLC DE please?" to which the patron responded "LLC Limited Liability Company" and "DE - Delaware". The librarian then sent http://www.limitedliabilitycompanycenter.com/ohio.html. The librarian asked if the site looked "okay" and added "I did not find any corporation for HCWS". The patron responded: "It's not what I'm looking for. More like a Corporate Affliations/ownership type resource. I need to know how these companies related to each other structurally." This is when the librarian told the patron that "Unfortunately this service is limited to home-work help questions. Your question is beyond this service, you may want to check the history of the companies. We have certain limits and is not meant for research questions." The patron sent "It is not limited to homework questions as I use it alot." and "And you need to learn some basic business reference skills."

      If the librarian had clicked on the "Check name availability" link at the site that was sent to patron (http://www.limitedliabilitycompanycenter.com/ohio.html) and searched the Business Filings site for healthcare waste, he or she would have found listings for four companies including Healthcare Waste Solutions, LLC, based in Delaware; Healthcare Waste Solutions of Ohio, Inc.; and Healthcare Waste Solutions of Kentucky, Inc. The accompanying documents for each of these are available online and may have helped the patron answer their question. Could the patron have meant Healthcare Waste Solutions instead of Systems? A more in-depth reference interview may have helped.

      Even a Google search for healthcare waste ohio llc provides Healthcare Waste Solutions, LLC: Private Company Information... as the first hit which gives a snapshot and a link to the company's official site: www.hwsusa.com. This could have helped narrow down whether the patron's HCWS was the same as this HWS. In any case, even offering to follow-up by email and checking with colleagues or sending out a SparkRef Broadcast could have resulted in a more positive interaction.

      See this month's Online Resources of the Month for a very basic list of business-related online resources. This interaction also provides an opportunity for a librarian with some expertise in business reference to create and post a "Basic Business Reference" Pathfinder. Any volunteers?

  • Since I had a different ad. this time I feel I received better help for the information I was in need of assistence for. I do however feel that every time i ask a question it is not being answered. I've thought about maybe my question wasn't clear enough, but it seems no matter how many times I reword it, the same issue arises.
    • Commentary: Consistent quality customer service (both online and in-person) should be a priority for every professional librarian.
  • some of the information I got back was not correct...I am in OHIO and she gave me information for another State..but it is still a good service...
    • Commentary: The patron was asking for information about the library in Newark, Ohio (part of the Licking County Library System). Unfortunately, the links and information sent to the patron were for the library in Newark, New Jersey. Just a reminder to always verify those links before sending them.

Kudos (Agent who helped the patron is in italics)

  • The librarian I talked to help me a great deal. They understood my question, They were very nice, Very helpful....I hope when I get back on I can have another librarian like the one I had today. (State Library of Ohio)
  • i really like this website because it is so cool to talk to a professional about topics you need to learn or need to know, i think every time i need to know something i will come here to know. because this is just really awesome to use i really love this website, and the professional's are a really big help. (Librarian84 - Cleveland Public Library)
  • the librarians always do a great job at trying there best to get me good information (Librarian16 - Worthington Libraries)
  • I think she did a great job (Librarian52 - Birchard Public Library)
  • That was really cool I was kinda reluctant to use it but Im so glad I did because it was very helpful and easy to use and I thought maybe the question I had would have been dumb but the librarian was able and interested to help Thanks:) (ad.ian - AfterDark)
  • Marian is so nice and really helped me with my questions. She also likes the series of Hunger Games, just like me! (Marian - Medina County District Library)
  • Out of all the times I have used this website, this was the easiest chat.Helped out tremendously!! (Andrea - Washington County Public Library)
  • I couldn't find what I was looking for online so it was very helpful to connect with the library s/he found it very help and found a very good source to help me. (ad.andie - AfterDark)
  • I really appreciate this service. It's really great to be able to sit in your house and have access to a librarian 24/7 I try to advertise this service. (Librarian140 - Solon Branch, Cuyahoga County Public Library)
  • I will continue to use this service. It has been extremely helpful. I have been able to obtain information/direction for what I need from you. Any keywords that I would enter on the internet did not give me the information I needed. Asking other people that are in that field does not always lead me to an answer. Thanks for giving me another direction and other sources to investigate. Everyone say, "you can google anthing, but you can't. Thanks again, keep up the good work. Do not ever, ever remove this service. Goodbye. (Librarian101 - Akron-Summit County Public Library)
  • yes this librarian ad.bertram was the besy librarian in the whole entire world tell him thanks again :) (ad.bertram - AfterDark)
  • Great program! It is great for quick questions! (Lauren - University of Cincinnati)
  • THANKS SOOOO MUCH I USE THIS WEBSITE A LOT.SOMETIMES ITS FASTER THAN OTHER TIMES BUT OVEALL I LOVE IT.TRY TO GET THERE A LITTLE FASTER WHEN WE HAVE A QUESTION AT THE WAY BEGINNING BUT STILL LOOOOOOOOOOOOOOVE THIS SITE.KEEP IT UP! (Librarian166 - Logan County District Library)
  • It was very helpful, since I am an older returning student and the last I I really used library's research it was card files (Alison - Oberlin College)
  • librarian116 was extra patient and helped me and worked with me :D thanks ! (Geauga County Public Library)
  • Librarian 16 was awesome. The help was exactly what I was looking for. Thank you. (Worthington Libraries)
  • The librarian was patient and asked probing questions which led her to more resources for my question/search. She had a pleasant demeanor, polite (ad.tess - AfterDark)
  • i wonder how the librarians get the information so fast (Librarian336 - Public Library of Cincinnati & Hamilton County)
  • well whoever made this up is i can't tell how awsone this is with words!!!!!!! (ad.andie - AfterDark)
  • AWSOME service TOP NOTCH Thanks to all you wonderful librains that take your time to help us kids. (Librarian101 - Akron-Summit County Public Library)
  • Am I actually having a chat with a librarian or is this just technology? This service was awesome! (Librarian03 - Cleveland Public Library)
  • This site is very useful and I will definitly reccomend this to other students in my school. (ad.amy - AfterDark)
  • I'm glad this service is available. I'm a mother of a 6 grader who forgot to bring his math book to look for examples on how to solve. (ad.andie - AfterDark)
  • This is a very productive service and i am impressed with the speed of the librarians (Librarian02 - Cleveland Public Library)
  • This site is VERY helpful! I have tried so many sites to try to find what I needed and nothing. Then I remembered this and it helped me so so so so so so so so so so much!!!! Thanks all! (ad.mckenzie - AfterDark)
  • I think that it was great that the librarian gave me more than 1 resource for my school project!!! (Librarian48 - Cuyahoga County Public Library)
  • My librarian's name was Doug, he was awesome. (Librarian80 - Cleveland Public Library)
  • Ozzie@Sinclair is amazing! Helped me so much, and didn't do all the work for me. Helped me to think in a logical way to find the information I needed, and helped give a couple sources to begin. (Ozzie - Sinclair Community College)

(Remember, if you are a KnowItNow24x7 librarian, you can sign up for an account on the Provider site to access all transcripts and survey comments.)

Tips & Tactics: IFLA Tips

In searching the Internet, one can find virtual reference guidelines and best practices from a number of organizations and institutions. For example, here is an excerpt of a list from IFLA:

  • Clarify the information need. Allow the patron to fully explain his/her information need before responding.
  • Use open-ended questioning techniques to encourage the patron to expand on the request, e.g. "Please tell me more about your topic." or "What additional information can you give me?" or "How much information do you need?"
  • Use questions to refine the search query. E.g. "What have you already found?" or "What type of information do you need (books, articles, etc.)?" or "Do you need current or historical information?"
  • Break up long responses into a few blocks (e.g. 30 words per block)-this avoids long pauses and the client can begin reading your response while you are completing it.
  • Explain your search process to the patron and describe what you are finding whenever possible. Remember that the patron cannot see you. Let the patron know what you are looking for and where you are looking.
  • If you are going to be checking printed sources or taking a bit of time with the question, either provide patron w/ resource to look at, or offer them the option of follow-up via email.
  • Use complete citations.
  • If an inquiry needs to be referred to another librarian, give the patron detailed information about who to ask, how to contact them and what to ask for.
  • "Inappropriate behavior": When patron behavior is inappropriate (as determined by institutional guidelines), send a scripted warning message or terminate the call. Repeat offenders should be reported.
  • Type like you talk, in a conversational manner.
  • Use the client's name and ask them questions when appropriate.
  • Avoid yes/no responses. Yes/no's can be interpreted as cold and unfriendly, just as in face-to-face reference.
  • Clarify confusing terminology and avoid excessive jargon. Use terminology that is understandable to the patron.

Everyone has most likely heard these before, but this list serves as a good reminder. All KIN24x7 librarians are highly encouraged to keep these kinds of recommendations in the backs of their minds as they serve patrons. Even if one falls short from time to time, being aware of these kinds of best practices and striving to adhere to them can have benefits for both one's online patrons as well as those being served face-to-face.

Statistics: November Statistics

This month, the statistics highlight both the top institutional "answerers" as well as individual accounts Note that some accounts are for individuals while others are shared among several staff members. First, let's look at the overall institutional totals:


Institutional Top 15 Answerers
Institution/Organization Number of Sessions Handled
Total for NEO-RLS (AfterDark)

3572
Total for Cleveland Public Library

1858
Total for Cuyahoga County Public Library

407
Total for Akron-Summit County Public Library

210
Total for Columbus Metropolitan Library

187
Total for Worthington Libraries

110
Total for Public Library of Cincinnati & Hamilton County

91
Total for Kent State School of Library and Information Science students

89
Total for Logan County District Library

75
Total for University of Cincinnati

63
Total for State Library of Ohio

57
Total for Lorain Public Library System

56
Total for Wright State University

55
Total for Willoughby-Eastlake Public Library

54
Total for Sinclair Community College

52

As always the work of every librarian staffing KnowItNow24x7 is greatly appreciated. You are what makes the collaborative statewide virtual reference service possible.

As always, for additional statistics, visit the Statistics page at the KIN24x7 Provider site.

Online Resources of the Month: Basic Business Reference Sampler

In light of this month's Constructive Criticism and its highlighting of business reference, the following links are just a taste of some of the sources online that might help in answering these kinds of questions:

Incidentally, the offer for a librarian with some expertise in business reference to create and post a "Basic Business Reference" KIN24x7 Pathfinder still stands. If that's too broad, consider a more-focused Pathfinder in a particular area of business.

(If you are a KIN24x7 librarian, feel free to post suggested online resources here.)

KnowItNow24x7 Staff

Don Boozer, KnowItNow24x7 Statewide Coordinator
Brian Leszcz, KnowItNow24x7 Web Services Coordinator
Noah Himes, AfterDark Virtual Reference Service Coordinator
Morgan Paul, AfterDark Virtual Reference Service Specialist
Megan Mitchell, OhioLINK Liaison and Reference Librarian, Oberlin College
...and supervisors and agents across Ohio at KnowItNow24x7-participating libraries like Cheri Campbell at Lorain Public Library System.

The KnowItNow24x7 Newsletter is published monthly and highlights news, resources, and statistics for providers and fans of Ohio's 24x7 virtual reference service. Email your comments, questions, advice, helpful resources, and other contributions to support@knowitnow.org.

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