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Volume 2, No. 9

Coordinator's Corner: Quality is Job #1 (and #2, and...)

According to some sources, Henry Ford said "Quality is doing it right when no one is looking." Many dedicated librarians staffing KnowItNow24x7 personify this adage. In reading the transcripts, I am heartened when I see all the hallmarks of a good reference transaction: having a reference interview, refining the question, asking for feedback, etc.

It's also a very positive thing to see agents interacting with patrons online in a friendly, conversational tone. This goes a long way to demonstrate that we aren't robots. It's always a good idea to remind patrons that they are talking to real, live human beings and not automatons.

Having the transcripts online at the Provider site is a step in the direction of providing on-going feedback to all KIN24x7 librarians. I would encourage librarians to see these as learning tools in addition to another option for retrieving their own transcripts.

In addition to transcripts, we are now providing all of the comments from our patrons' KIN24x7 online surveys which are filled out immediately after each session. These are loaded to the site in real time and are now available at node 366 on the Provider site or by simply clicking the Transcripts menu item at the left. As with the transcripts, you need a Provider site account to access these. You will also see a disclaimer on the Survey Comments page:

The comments from online KnowItNow24x7 patron surveys are posted here UNEDITED. While many comments are very positive and encouraging, others are not. Readers are requested to take into account the fact that patrons are anonymous and may take advantage of this. Language which may be deemed offensive or objectionable may be encountered.

I felt it was necessary to warn readers of what they may encounter, because I did not want to edit patrons' comments. I felt it was important to let them speak for themselves. As I mentioned, some of these comments are extremely positive, sometimes mentioning the librarian by name who provided outstanding service:

  • Librarian28 is very nice
  • librain 03 is very nice

The reverse is also true. The comments, coupled with the transcripts themselves, begin to provide a well-rounded picture of our service from both the patron and librarian perspectives.

The newly-forming Quality Assurance Committee for KnowItNow24x7 will use the online transcripts to identify exemplary transcripts in all three service areas: public, academic, and AfterDark. These transcripts, in turn, can then serve as models for training and inspiring others. This is just one of the charges of the new committee, which will be having its first meeting in mid-March. There are still seats available if anyone else is interested in serving on the committee. For more information, check out this page or contact me at support@knowitnow.org.

As always, I want to thank everyone who serves our patrons through KnowItNow24x7. Your continuing contribution and dedication is what makes Ohio's statewide virtual reference service possible.

Don Boozer
KnowItNow24x7 Coordinator

Reminder: Memorandums of Understanding Due March 15

Thanks to those institutions who have already filled out and faxed in their Memorandum of Understanding. As mentioned in previous newsletters, each public library (along with several special libraries and services) are being asked to fill out the new KIN24x7 Memorandum of Understanding to both confirm their existing participation and for KIN24x7 to have verification of each library's current commitment and contact information. Detailed instructions for filling out the MoU are at provider.knowitnow.org/node/348 and the document itself is available at the Documention page or by directly clicking here. It is requested for all libraries to have their MoU faxed back to 216-623-7120 to the attention of "Don Boozer" by March 15, 2009. Your cooperation is greatly appreciated.

KIN24x7 AfterDark in the Daytime

The KIN24x7 AfterDark librarians will be helping out daytime librarians in the mornings from 9am to noon, Monday through Friday. It is hoped that with their assistance, the volume of calls handled by public librarians will be lightened and the number of transfers will be ameliorated. Additionally, AfterDark librarians will also be monitoring our overnight IM service (which will be monitored by various public libraries during the daytime hours). So, if you see some AfterDark librarians on Spark in the mornings, feel free to say "Hello" and "Thanks."

Statistics: February 2009

By the end of February, KIN24x7 surpassed the 500,000-sessions-handled mark. It took 54 weeks of statewide coverage, but you all have now handled over a half a million sessions from patrons across the state. Congratulations!

We've also seen a jump in the overall sessions handled over last year since we started using Spark in September 2008:

  • September 2007-February 2008 - Total Sessions: 53,921
  • September 2008-February 2009 - Total Sessions: 63,202

That's an increase of sessions handled of 14.7%! This is one of the reasons KIN24x7 needs more grassroots advocacy from providers to encourage more libraries to join the network. Currently, only 20% of public libraries and 20% of OhioLINK libraries are answering questions. If you know of a local library that is not a provider library, encourage them to become a part of the service.

(For more statistics, check out the Provider Site at Statistics.)

ONLINE RESOURCES OF THE MONTH: Other Statewide Virtual Reference Services

I thought this might be a good time to share some web sites of other statewide virtual reference services. We are not alone. Other states strive to provide quality service. Other state's struggle with problems similar to ours. A number of state's have similar services, although KIN24x7 is still one of the (if not the) busiest statewide services in the country. These are your colleagues in the virtual reference world.

If you have an online resource for any subject that you'd like to share with your KIN24x7 colleagues, post it at provider.knowitnow.org/node/352. You'll just need to login to the Provider page. Feel free to simply post links, a link and short description, or a link and full review of your resource. We'll highlight selected ones from the list here in this column in upcoming editions of the newsletter. Also, KIN24x7 agents are welcome to check out (or contribute to) the KIN24x7 AfterDark Wiki at http://afterdark.knowitnow.org/wiki/.

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
Megan Mitchell, OhioLINK Liaison and Reference Librarian, Oberlin College
...and KnowItNow24x7 agents across Ohio!

The KnowItNow24x7 Newsletter highlights news, 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.

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