Volume 2, No. 2
Coordinator's Corner: It's About Software AND Service
June 11, 2001
September 7, 2004
September 2, 2008
Those are three dates that will continue to have significance in the history of Ohio's virtual reference service for a long time. The first is the day that KnowItNow24x7 began as the world's first 24x7 virtual reference service, the second is the day that the service went statewide (thanks to an LSTA grant from the State Library), the third is the fast-approaching date of the implementation of the new software. This will be a momentous day for a number of reasons, not the least of which is that the software was designed with providing virtual reference service in mind. Brian Leszcz, KnowItNow24x7's Web Services Coordinator, has been working tirelessly to get everything ready for the launch. He has worked with the developer and other parties to shepherd the development process along. He has arranged for the hardware on which the software will reside. His technological expertise has allowed me to concentrate on getting the word out to everyone on how the new system works, on preparing the manual and training materials, and on scheduling sessions both online and in-person. I would like to take this opportunity to thank Brian for his continuing vital role in making KnowItNow24x7 possible.
During this time of excitement, it is easy to get caught up in the wonder of what the new software will be capable of doing: The ability to IM other KIN24x7 providers, the eventual inclusion of IM and email access for patrons (stay tuned), the ease of getting transcripts directly from the Spark control panel, etc., etc., etc. I would like to emphasize that this is all great news. I am looking forward to all the bells and whistles that the new software provides; however, I would also like to stress that it is now, and has always been, about being able to provide reference service for our patrons. KnowItNow24x7 is about service, and we use technology and software and computers as tools to provide that service. Quality customer service, both at the desk or online, should be the primary goal of each KIN24x7 provider (or "agent" as we're now going to be called). Providing quality resources, whether from a subscription database or a web site, vetted by qualified reference professionals is what KnowItNow24x7 is all about. We need to be able to show patrons who come to us that we add value to their search for information, for answers to their questions. They can do a Google search. We can show them how to use Google wisely, efficiently, and more productively. They can go to their local paper's web site. We can help them find the exact article they remember seeing last week. That's what we do. That's why I first became a librarian, and, now, as KnowItNow24x7 Coordinator, it is my job to give you the tools and training you need as Agents of KIN24x7 to fulfill this mission. As we move into the future together, we can all be proud of being a part of Ohio's continuing tradition of excellent library service.
Don Boozer
KnowItNow Coordinator
Statistics Online
This month, in lieu of a graph, I would like to take this spot to remind everyone that raw statistics are available online here at the KIN24x7 Provider web site. By going here, you can find statistics going back a number of years. You can get information on users as well as individual providers. AAL refers to the current "AskALibrarian" software. VRT refers to the earlier software package used to provide the service. You can use these statistics to make your own graphs, compare your usage to other libraries, contrast the number of questions asked among several agents. These are made available for your use, so feel free to peruse them.
Hands-On Train-the-Trainer Sessions
The KIN24x7 Coordinator is looking forward to meeting a number of agents at the upcoming hands-on train-the-trainer sessions over the next few weeks. If you haven't registered yet, check out the schedule and choose the most convenient location nearest you. A limited number of staff members from each KIN24x7 provider institution are invited to attend to serve as the "field agents" and primary contact persons for their colleagues when questions arise about the new software once we go "live." If you have any questions about registering, contact support@knowitnow.org. We will be sending out reminders/confirmations next week to everyone who has registered so far.
RESOURCE OF THE MONTH: Learn Anything
Ever have patrons ask how they can learn to play guitar? Ever have patrons ask how to repair their bike? Every have patrons ask how they can learn Ancient Egyptian? If you have, or have been asked any number of other "how to" questions, this is the site for you:
Learn Anything: 100 Place to Find Free Webinars and Tutorials http://www.collegeathome.com/blog/2008/06/17/learn-anything-100-places-to-find-free-webinars-and-tutorials/
This set of sites is a treasure trove of video, audio, and text showing (yes, showing) how to do any number of things, from computer programming to home repair and from languages to music. Check out the individual sites, and bookmark them for future reference. So, the next time someone asks "What's a Golgi Apparatus?" you'll be able to show them with a narrated animation (from No. 57 on the list).
To suggest a Resource of the Month, please email comments@knowitnow.org.
Don't Forget Your KINwear!
Our store at CafePress is always open. You can buy golf shirts, t-shirts, sweatshirts, "thinking caps," and even teddy bears with the KnowItNow24x7 logo on them. KnowItNow was the first virtual reference service available 24-hours-a-day, 7-days-a-week anywhere and YOU are a part of that! At your next conference, workshop, or meeting, don your KIN24x7-wear with pride and say, "Why, yes, I am a KnowItNow24x7 agent." (They're great for gifts as well!)
KnowItNow Staff
Don Boozer, KnowItNow24x7 Coordinator
Brian Leszcz, KnowItNow24x7 Web Services Coordinator
Noah Himes, KnowItNow24x7 AfterDark Coordinator
...and KnowItNow agents across Ohio!
The KnowItNow24x7 Newsletter highlights 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 comments@knowitnow.org.
If you or your friends would like to sign-up for KnowItNow updates, just go to updates.knowitnow.org and click on Sign up for the latest KnowItNow news.