With KnowItNow24x7's local queue option, libraries have the ability to implement a plug-n-play virtual reference service for your patrons while at the same time taking advantage of being a part of Ohio's statewide service. Librarians can provide online, real-time answers to local patrons but also provide seamless reference assistance 24-hours-a-day, seven-days-a-week. Here are some details about the new local queue option:

1. Customers will access your local queue from your library's web page.
2. In January 2010, customers entering your zip code from knowitnow.org will also be routed to your local queue.
3. Your local library must commit to monitoring your local queue during all hours that the library is open to the public.
4. During regular hours, overflow can be redirected the wider KIN24x7 network. Patrons also have access to the standard leave-a-message form built-in to the software that will generate an email to which KIN24x7 librarians will respond.
5. After-hours, patrons are redirected to the KIN24x7 network's live coverage.
6. In exchange for utilizing the software, servers, and other components of KIN24x7, libraries are asked to contribute to Ohio's statewide reference service in (at least) one of the following ways. Specific arrangements can be discussed with the KIN24x7 Coordinator:
• Monitor the live KIN24x7 statewide service for at least 3 hours per week. Current KIN24x7 answerers may continue their current shift or request a schedule change.
• Create local instant messaging (IM) accounts on AOL, Yahoo!, and MSN and monitor them during regular hours for their local patrons. Libraries choosing this option will also become official KIN24x7 IM libraries. The KIN24x7 software (i.e., Spark) is able to monitor AOL, Yahoo!, and MSN via the same interface as your library's chat reference service.
• Help answer the email messages left by patrons through the KIN24x7 leave-a-message option.
7. Training on the KIN24x7 Spark software would be provided either in-person or online.

For more information on this development and how to implement it for your library, contact the KIN24x7 Statewide Coordinator at support@knowitnow.org.