There has been some concerns raised about the upcoming subject queue consolidation to the effect that some think that subject expertise will no longer be valued. This could not be further from the truth. In fact, subject expertise in some ways will be even more valuable, and the added value will come from sharing that knowledge with colleagues. Subject expertise, it should be noted, is not only knowledge of traditional library subjects like history, social sciences, business, and readers advisory, but also expertise in subjects like gaming, anime, coin collecting, technology, and myriad other kinds of specialized know-how held by KIN24x7 librarians across Ohio.

One way the sharing of subject expertise will be facilitated is by the KIN24x7 Pathfinder Project. This is designed to be collaborative, and the Pathfinder Editorial Committee for KIN24x7 (PECK) will be encouraging participation by all KIN24x7 librarians. Librarians are also encouraged to post topics for which they would like to see pathfinders on the Pathfinder Topics? forum. Additionally, if you would like information about a certain topic, it follows that others would be interested in your subject expertise as well. Reciprocity and collaboration will be vital to the success of the KIN24x7 Pathfinder Project as the subject queue consolidation moves forward.

An additional consequence of the consolidation will be the establishment of a new KIN24x7 service paradigm: "Move the question, not the patron." This phrase sums up an important aspect of good customer service and relates to a common issue with the present system. Currently, KnowItNow24x7 patrons are routinely transferred during the day to different queues for subject-related questions regardless of detail. Typically, transfers account for 7-9% of all KIN24x7 sessions. The temptation to simply transfer a patron to another librarian is hard to resist sometimes; however, the majority of questions on KIN24x7 are answerable by anyone staffing a public service reference desk.

Here is just one situation from an actual transcript: A patron entered the following question: The Main Title Theme of 2046 production year. The librarian asked some reference interview questions, found it was a music question, and then transferred to Music, Art, and Architecture. Instead of transferring, the librarian could have done a Google search by literally copying-and-pasting the question itself, which would have uncovered the Wikipedia article of the film 2046. The External Links there in turn lead to IMDB (Internet Movie Database). (Alternatively, one could have gone straight to IMDB if it was known). On IMDB, there is a link for "soundtrack listing" and one finds "'2046 Main Theme' Composed and Arranged by Shigeru Umebayashi". This information can then be used to search catalogs, YouTube, etc., to find the actual music. The patron would have gotten the answer quicker and would not have had to be transferred or to wait for the second librarian to pick up.

With no subject queues to which to transfer, individual KIN24x7 librarians will be entrusted with each of their patron's questions, from accepting the question to resolving the information need. If an answer cannot be provided within a session, following-up by email will be necessary. Librarians are not expected to know everything but should be more than able, using their professional skills in searching and evaluating information, to find authoritative sources for the majority of questions on their own. Even within subject disciplines, there will be times when one does not know about a particular sub-topic. Librarians are trained to understand how to access information and to dig deeper than the average patron. That is one of the things that makes librarians valuable.

It can be uncomfortable to admit (to oneself or a patron) a lack of knowledge on a particular subject, but, as information professionals we should be able to say "I don't know, but let's find out." When a question does fall outside the knowledge or abilities of an individual librarian, that person can turn to their colleagues both in-house and around the state for assistance. Ask other librarians you work with, send out a broadcast on SparkRef, IM another KIN24x7 librarian using SparkRef, email a particular library or department, search through databases or web sites after the session, etc. After answers are discovered, email the patron back and let them know what you found out (along with the pertinent links, articles, or resources).

It should be stressed that KIN24x7 librarians are not meant to "tutor" patrons. Librarians should provide what they have always provided, both in-person and virtually, which is authoritative information. Helping a patron on an algebra question, for example, does not mean teaching the patron how to do algebra. It means providing resources that will help the patron learn and understand the concepts involved. With algebra, there are sites online that will solve equations, step-by-step. Instead of tutoring, librarians can share resources like these, show the patron how to use them, and encourage them to return if they need additional resources.

If you have any questions or would like details on becoming a PECK member, feel free to post a comment to these postings or email support@knowitnow.org.