Volume 2, No. 6
Coordinator's Corner: The Year in Review (Whew!)
This was an exciting year for Ohio's online virtual reference service with a number of major events taking place.
The position of KnowItNow24x7 Statewide Coordinator was filled by yours truly in February. It was an eye-opening experience to see KIN24x7 from the inside, and I am extremely grateful to a number of people including Brian Leszcz, the KIN24x7 Web Services Coordinator, in helping me get up to speed on the on-going projects and "behind-the-scenes" history of the service. Brian's expertise continues to be a vital asset to KIN24x7.
KIN24x7's partnership with L-net, Oregon's virtual reference service, was another important milestone this year. Both services were looking for alternative software platforms and decided to join forces in that search. Not only did KIN24x7 and L-net collaborate during the development phase of the software project, but we are now sharing questions during certain hours. L-net also independently contracted with the Northeast Ohio Regional Library System to answer questions after hours for them, similar to KIN24x7.
As most everyone knows, Spark was chosen as the new KIN24x7 software, and Ohio officially switched to it on September 2. Everyone's cooperation and patience during the transition phase was greatly appreciated. It was also nice being able to meet a number of you in-person during the training sessions around the state. "Thank you" to all the local hosts who made these possible.
Collaboration within Ohio was also happening this year. Both KIN24x7 and OhioLINK were eager to form a partnership to better serve the Ohio academic community when the latter's own online reference chat service ceased in December 2007. After a successful pilot program from January through March, OhioLINK became an official partner in April 2008. A new portal was inaugurated (KnowItNow Academic), and librarians from over a dozen Ohio colleges and universities joined the public and special librarians already staffing KIN24x7. A talk on this successful public/academic virtual reference partnership was presented at the Reference Renaissance Conference held in Denver, CO, in August.
Around 20% of the public libraries in Ohio are currently KIN24x7 "answerers," but patrons of all Ohio libraries initiated over 88,000 sessions from January through November. Almost 45% of the questions came through KIN24x7's HomeworkNow portal.
New ways for patrons to access the service have been made possible by the new software. For one, the system allows a leave-a-message option for patrons who cannot (for whatever reason) wait in the live queues. Over 450 messages were left by patrons from October through November, and these are now being answered by designated KIN24x7 libraries including new recruits at Marietta Library and Franklin-Springboro Public Library. Welcome aboard! The email account being used for these will also be marketed in the near future as yet another option for patrons to access the service. We're still looking for more email "answerers": Check out KIN24x7 Email Librarians Still Needed below.
An extra bonus of having an email address would be the access to KIN24x7 that it provides visually-impaired Ohioans. However, this still doesn't address access to the "live" service by this population. Spark once again has supplied an option. The software has a feature to monitor commercial instant messaging traffic as well as the current web chats. Anyone could use this service, but, more importantly, a visually-impaired individual using up-to-date screen reader software and AIM could access KIN24x7 similar to any other Ohio citizen. See KIN24x7 Instant Messaging Pilot Project below for more information on this development.
Next year shows no signs of slowing down for KIN24x7. New ways of accessing the service are on deck. A number of opportunities to promote KIN24x7 have been scheduled. New answering libraries need to be recruited. These are just a few of the developments to look forward to. All KIN24x7 agents have my sincere gratitude for your hard work this past year. Your service to Ohio's statewide virtual reference service is what makes all this possible. Thank you...and Excelsior!
Don Boozer
KnowItNow24x7 Coordinator
KIN24x7 Instant Messaging Pilot Project
Has your library been considering instant messaging (IM) as a way for your patrons to contact you, but you didn't have the time or money to devote to choosing or implementing a software platform? KnowItNow24x7 has a solution! Your library can bring IM service to your local population and, at the same time, become part of the KnowItNow24x7 network. The Spark software used for KIN24x7 includes the option of integrating commercial instant messaging, and this provides the opportunity for visually-impaired Ohioans to access the statewide service in ways previously unavailable to them. To make this happen, we need a number of libraries to volunteer for a KIN24x7 IM Pilot Project. Here is some information on being part of the pilot project:
- New and current KIN24x7 libraries are invited: Any Ohio library can be a part of the IM pilot project.
- Size of library does not matter: The pilot is open to small rural libraries all the way up to large metro libraries.
- Get your local community involved: You are encouraged to market the KIN24x7 IM to your local users as an alternative contact method for your library.
- Commitment to a consistent shift: Libraries involved in the IM pilot need to make a commitment to monitor their IM service on a regular basis.
- Be a responsible KIN24x7 partner: IM pilot libraries will be required to answer questions from all Ohio patrons using IM to access the statewide service in addition to their own local population.
- IM libraries will have access to the KIN24x7 network: Libraries involved in the IM Pilot Project will have the ability to communicate instantly with other online KIN24x7 librarians.
Training and technical support will be provided to assist libraries in being a part of this project. If this opportunity sounds intriguing, please email Don Boozer, KIN24x7 Coordinator, at support@knowitnow.org for more information.
Statistics: November 2008
This month we look at the service breakdown for the year-to-date incoming questions. In other words, where are all those patrons coming from? Here is a table showing what percentage of patrons enter the service through our various portals as of January through November 2008:
| Service Portal | Percentage |
|---|---|
| www.knowitnow.org | 49.90% |
| www.homeworknow.org | 44.41% |
| academic.knowitnow.org | 2.99% |
| www.readthisnow.org* | 2.18% |
| leave-a-message | .52% |
(* - The ReadThisNow percentage also includes those who are now choosing the Reading Recommendations - ReadThisNow queue within KnowItNow.org and Homeworknow.org in addition to the Readthisnow.org portal.)
You can also see where patrons are coming from by checking out the Statistics by Zip Code, County, and City. For example, here are the five most entered zip codes in November:
| Zip Code | Total # | City | County |
|---|---|---|---|
| 43065 | 469 |
| Delaware |
| 43113 | 404 | Circleville | Pickaway |
| 44122 | 404 |
| Cuyahoga |
| 43015 | 398 | Delaware | Delaware |
| 44236 | 394 | Hudson | Summit |
For provider statistics, a complete breakdown of all public libraries' contributions to KIN24x7 answers are available by checking out the Statistics Page for this month.
All these and more statistics are available on the Provider Page at Statistics.
All agents -- public, academic, AfterDark, and special librarians -- are a vital part of the KnowItNow24x7 network. Thanks!!
KIN24x7 Email Librarians Still Needed
Several new libraries and staff members from existing provider libraries have joined KIN24x7 as Email/Leave-A-Message Librarians (Check them out here). These dedicated librarians have volunteered to answer messages left by patrons who are unable, for whatever reason, to wait in the live queues. However, we are still looking for additional people to help with this growing component of the statewide service. Just as on the live service, questions run the gamut. For example:
- What causes Mars and Saturn to have years of different lengths?
- Do sharks have eyelids?
- Why isn't the change in Earth's distance from the Sun enough to cause the seasons?
- Why is voting on the 1st Tuesday after the 1st Monday in November?
- Why was graffiti created?
- What are the name of the sleeves that athletes wear on their arms during track and field. For example, Sanya Richards and Walter Dix wear them.
- Does the new President like pie? (Evidently, the answer is "yes" - DB)
New libraries as well as new staff from existing providers are welcome to join the KIN24x7 Email Librarians. For more information, contact Don Boozer at support@knowitnow.org.
RESOURCES OF THE MONTH: The Best of 2008
In keeping with the "year in review" theme, this month we look at some of the best web sites from this past year (as determined by a number of different sources):
- PC Magazine's Top 100 Web Sites 2008: http://www.pcmag.com/category2/0,2806,7488,00.asp
- Time Magazine's 50 Best Web Sites 2008: http://www.time.com/time/specials/2007/0,28757,1809858,00.html
- About.com's Top 10 Most Useful Web Sites, 2008: http://netforbeginners.about.com/od/readerpicks/ss/useful_sites.htm
- Writer's Digest: 101 Best Websites, 2008: http://www.writersdigest.com/101BestSites/?m_nYear=2008&m_sCategory=all
- Webby Awards (Winners & Nominees): http://www.webbyawards.com/webbys/current.php?season=12
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 support@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.