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Volume 2, No. 3

Coordinator's Corner: We're Part of a Posse, Not Lone Rangers

The journey of a thousand miles begins with a single step - Lao Tzu, Tao Te Ching, Ch. 64, Line 12

Day One of the new software is behind us, and, as I write this, we are in the midst of Day Two. I want to thank everyone for their continuing patience as we resolve some issues together over this implementation phase. One thing I found encouraging yesterday was everyone's willingness to use the IM features of the Spark software. Those of you who attended the hands-on training sessions have already heard me use the phrase "We're all part of a posse, and not all Lone Rangers"; however, I'd like to re-emphasize the point for every KnowItNow24x7 agent. We are all part of a statewide network even though some view KIN24x7 as "that computer that sits over in the corner." I have mentioned before that KIN24x7 is both about technology and service. KIN24x7 is not the computer, not the software, but is the technology coupled with the assembled expertise of every librarian that staffs the service: public, academic, special, and AfterDark.

The Google Map of provider libraries (http://provider.knowitnow.org/node/219) is a graphic representation of our "posse."

The new Spark software gives us the ability to realize this both literally as well as figuratively. The IM features allow us to rely on our fellow agents for back-up. If you get a question that has you stumped, you can now use the Broadcast feature to call for help. It's important to ONLY reply to these messages if you have an answer. Otherwise, the sender will be receiving over one hundred individual "Sorry" IM's from well-meaning agents. Likewise, if a patron of a faraway library is asking about a program or policy at their own library and you can't find anything on that library's web site, you can IM that specific institution and ask a "local." For these reasons, I am asking all KIN24x7 libraries to keep their Spark clients logged on throughout the day. You can logout of Fastpath if it isn't time for your specific KIN24x7 shift (thus avoiding getting patron chats), but you will still be connected to your colleagues, your network, your "posse." If anyone has any questions about the IM features of the new Spark software and how to use them, please don't hesitate to contact support@knowitnow.org.

Another way to stay connected to your network is by subscribing to the KIN24x7 mailing list ( http://updates.knowitnow.org/). If you haven't done so already, I encourage you to take a second or two and sign-up. This will keep you updated on important information.

And, finally, in keeping with the "posse" theme, this newsletter also inaugurates a new section highlighting guest authors. The articles that appear here will feature the multitude of dedicated KIN24x7 agents "in the field" and their important contributions to the service. In this first article, I have asked Janet Ingraham Dwyer to share the details of Worthington Libraries' successful Ambassador Program. One of the mandates of the KIN24x7 Coordinator position is to empower local libraries to market the service to their local populations. Janet's informative article shows how one library has successfully done this for a number of years. Enjoy.

Don Boozer
KnowItNow24x7 Coordinator

Guest Author: Janet Ingraham Dwyer, Worthington Libraries

Worthington Libraries' Ambassador Program:
Using Outreach to the Schools to Spread the Word About HomeworkNow/KnowItNow24x7

What will it take for your local students to get hooked on HomeworkNow? Seeing it in action! Worthington Libraries' Ambassador Program is a successful outreach and education program used to connect students with KnowItNow24x7/ HomeworkNow, Ohio Web Library (OPLIN) databases, library catalog searching and reserves and other electronic resources available online.

Through extensive marketing and hand-selling to school library media specialists, principals and classroom teachers, the library schedules dozens of Ambassador Programs each school year to bring resource demonstrations to school libraries. We visit fourth through sixth graders at their school libraries during library period, middle school students in their Information Literacy classes, and high school students in their subject classes.

When a teacher or library media specialist calls to schedule a session, we first send a member of our technology staff to conduct a site visit, to ensure all services and resources will function correctly on-site. We typically use school equipment including computer and projector, and always the schools’ Internet access for live demonstrations.

As originally conceived, the centerpiece of the Ambassador Program was a live, real-time HomeworkNow (HWN) session. In practice, we much more frequently “can” a session in advance. Ahead of time, we initiate a HWN session on a topic relevant to the students’ grade level and advise the KIN24x7 provider librarian as to our purpose. During the session, we make frequent screen captures and use them to create a PowerPoint presentation which approximates a live session. Canned presentations help us to avoid most technological issues and allow our librarians to offer consistent content to all students.

During the presentation, we walk the students through each part of a typical HWN session. We can also demonstrate other services such as NoveList or MasterFile Premier, live, by opening a browser window and pointing to the library web site, or including a link on the PowerPoint.

We convey a number of important points about HWN to the students, including:

You will be interacting with a real, live person, so…

  • Be courteous.
  • Recognize that things will go more slowly than when you're using Google or another search engine, but you are getting personalized service from a professional helper.
  • Make sure your parents know and understand what you're doing. They can call the library if they have any questions.
  • Be aware of Internet safety. The librarians are safe people. You will not meet face-to-face. Do not give any identifying information. This is a good habit for Internet safety. Tell the librarian what library you use, if that helps her to help you. Submit an email address with your parents’ OK to receive the transcript. Your email address will not be used for anything else.
  • Communicate with the librarian. If you don't feel that you have all the information you need, please say so and he will keep helping. If you do have everything you need, say thank you and let him know you will be disconnecting.

Also:

  • You may use HomeworkNow as often as you need to.
  • It is FREE.
  • It is anonymous. No one needs to know you are asking for help, except your parents and the librarian.
  • It is a great service to use when the library is closed or you can't get there.
  • The librarian will help you with your homework, but won't do your homework for you!

All Ambassador Program attendees receive a copy of a library flier describing how to access and use HWN and the Tutor.com service Live Homework Help (separately licensed by Worthington Libraries). We also distribute grade-specific bookmarks listing useful electronic resources for intermediate, middle, and high school students, and a token such as a library magnet or pencil (preferably imprinted with our web address!) to thank the students for their time and to help them remember to use the library.

We encourage classroom teachers and library media specialists to follow up by integrating HWN and other library resources into their lesson plans, perhaps by assigning the students to use HWN in completing a certain piece of homework. We’re careful to warn them away from putting a whole class on HWN in the computer lab at the same time, though!

Since 2002, the Ambassador Program has reached thousands of students and teachers throughout the Worthington community. Students and teachers frequently report back on their experiences using HWN after attending our demos. Overall, we have found this an extremely effective, if fairly labor-intensive, outreach and education opportunity.

We have offered the program for over six years. Although demand has tapered off, we believe this is largely a result of saturation. We also recognize that teachers are hard-pressed to accomplish all their curricular goals in the allotted classroom time, so we work to very clearly communicate the value of HWN and how beneficial library resources are to their students. We find that library media specialists are generally the most responsive and likely to make time in their class schedules for us.

This fall we will make a new push to get into classrooms thanks to the combination of a forthcoming Worthington Libraries web site redesign and the rollout of the new KIN24x7 software. We expect these exciting new developments in library resource access will keep us in high demand at our local schools.

For more information on Worthington Libraries Ambassador Program, or samples of our fliers, bookmarks, canned demos or scripts, please contact me at 614-807-2643 or jingraham@worthingtonlibraries.org.

Statistics: August 2008

This month, we take a look at the activity on our queues over the month of August 2008. The first chart below shows activity across all of the queues. General Reference (both KnowItNow24x7 and HomeworkNow) comes in a big first and second (click on image for larger view):

Queue Activity: August 2008
If we take the two General Reference queues off the chart, we can see better how the other queues fall into line after them (once again, click on image for a larger view):
Queue Activity (Without General Reference): August 2008
OhioLINK comes in third in the overall rankings. Congratulations to our college and university agents (as well as other providers who answer questions from students during OhioLINK's off-hours). It's good to see this relatively new queue so active. Thank you very much to everyone who answers our patrons' questions. You are KnowItNow24x7!

RESOURCES OF THE MONTH: Politics!

The Democratic Convention is behind us and, we are now in the midst of the Republican Convention. This is a good time to highlight some authoritative web sites you can use to answer patrons questions during this exciting political season.

  • FactCheck.org: http://www.factcheck.org/. From the Annenberg Public Policy Center of the University of Pennsylvania. "We are a nonpartisan, nonprofit, "consumer advocate" for voters that aims to reduce the level of deception and confusion in U.S. politics." -- from the site.
  • Project Vote Smart: http://www.votesmart.org/. A non-partisan source for everything from a candidates voting record to speeches and public statements.
  • Open Secrets: http://www.opensecrets.org/. From the Center for Responsive Politics, an excellent resource for information on campaign finance.

This sample will help you provide information for concerned citizens. Keep those voter registration forms filled up and encourage your patrons to take part in their democracy.

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!)

KnowItNow24x7 Staff

Don Boozer, KnowItNow24x7 Coordinator
Brian Leszcz, KnowItNow24x7 Web Services Coordinator
Noah Himes, KnowItNow24x7 AfterDark Coordinator
...and KnowItNow24x7 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 KnowItNow24x7 updates, just go to updates.knowitnow.org and click on Sign up for the latest KnowItNow news.