Due to a number of factors, KnowItNow24x7's subject queues will be collapsed into one as of June 1, 2010. This will not require any changes to software or logins on the part of individual libraries. In fact, the many libraries already staffing the General Questions queue will see no change in the types of questions to which they respond. To facilitate this change, we will be stressing the available collaborative tools on SparkRef (e.g., IM, broadcasting, conferencing) as well as initiating projects in which Ohio's librarians can pool their expertise and share their experience with others.

Although this may appear dramatic, this model has successfully been used for virtual reference service in many other states and comes with a number of positive changes for both patrons and librarians:

• Benefits for librarians:
  • More balanced load of questions across librarians and libraries
  • Small number of libraries/librarians no longer responsible for an entire queue
  • Service better able to handle classes logging in because of a larger number of librarians monitoring the same queue at any given time of the day.
  • Opportunity to broaden individual professional skills
• Benefits for patrons:
  • No need to choose the topic of their question
  • No need to be transferred around from librarian to librarian
  • No need to logout and re-choose "correct" topic
  • Less wait time to get connected to a librarian

More details will be forthcoming between now and June 1. If you have any questions in the meantime, feel free to post a comment to the Provider site or email support@knowitnow.org.