Volume 3, No. 9

Coordinator's Corner: Spring Is Almost Here!

Finally, March is here, and that means spring is nearby. As we collectively dig ourselves out literally from the snowfall and figuratively from the winter doldrums, the vernal equinox will arrive on March 20 at 17:32 UT (12:32 pm Eastern).

Spring is typically a time of new growth and new promise, and KnowItNow24x7 is looking forward to the same. We continue to encourage new libraries to join the project. With the on-going interest in the local queue, we have several libraries poised to implement this option and will make announcements as they move through the process. We also have other ways of getting involved including monitoring AOL, Yahoo!, and MSN through SparkRef and becoming an official KIN24x7 IM library, as well as staffing the statewide service. We are also looking at ways of enhancing KIN24x7 and providing even more options for patrons to access librarians. It's an exciting time!

To close, I'll share the first stanza of a poem by Ohio poet Edith Matilda Thomas (1854 - 1925) entitled "Is It Spring Again in Ohio?". Enjoy:

Is it Spring again in Ohio?
  Is the sleep of the Winter over?
Far in the heavens, the bluebird,
  Low in the marshland, the plover,
Anear, in the orchard, the redbreast, --
  Wherever one looks, the hover
Of wings -- wherever one listens,
  The note of the homing rover!
Is it Spring again in Ohio?

(For the complete text, click here)

Don Boozer
KnowItNow24x7 Coordinator

Library Web Site Survey

Last month, a survey was completed (with surprising results) of the web sites of Ohio's public libraries for mention and placement of KnowItNow24x7 information.

Over 17% of the web sites examined, had no mention at all of KIN24x7: no link, no logo, no description. The directors of those libraries have been contacted and encouraged to help remedy this situation. It is important that all citizens of the state have easy access to the statewide reference service. Some libraries may be hesitant to promote the service since they don't "participate". While full participation is encouraged, this is not a requirement for promoting the service and placing links on the library's homepage. OPLIN's Dynamic Web Kits actually include a link to KIN24x7 as part of their package.

Not as surprising is the fact that some libraries are still using the old KIN24x7 logo or have only a link. This accounted for over 50% of sites surveyed. Those libraries with logos are highly encouraged to replace them with the new logos available at the Marketing Materials page of the KIN24x7 Provider Site. This provides patrons with a consistent experience. Due to the consolidation of services, deleting the Homework Now and ReadThisNow logos from your site is also highly recommended.

One troubling piece of information discovered is the continuing mention of tutors being available on the service. This is not correct. Tutors have not been available on KIN24x7 since September 2007. Librarians at public, academic, and special libraries provide reference services and authoritative sources, but cannot "tutor" students...similar to what librarians have always done "at the desk." If your library does mention tutoring in your KIN24x7 description, please revise the text.

To help libraries in revising their KIN24x7 links, various sizes of logos (both with white and transparent backgrounds) and descriptions have been posted to the Marketing Materials page of the KIN24x7 Provider Site, as mentioned above. When looking at the placement of KIN24x7 links on your library's web site, consider the following suggestions:

• The best placement is somewhere on the library's home page. Having the need for only one logo facilitates this, and it provides the most visible access for your patrons.
• Consider placing KIN24x7 links in multiple places on your site: homepage, reference links page, homework help page, etc.
• Consider using consistent wording, i.e., KnowItNow24x7. This, once again, provides a consistent experience for patrons. Some libraries use "Express Info," "Ask a Librarian," "24/7 Librarians," etc. By using non-standard terminology, patrons may be confused when they end up at knowitnow.org.

Finally, there were a number of libraries who did have up-to-date information and the new logo on their pages. This is greatly appreciated.

If anyone has any questions about links, descriptions, or the service in general, feel free to send email to support@knowitnow.org.

A Sampling of KIN24x7 Patron Survey Comments from February 2010

The following are a sample of constructive criticism and kudos from the Patron Surveys from February. KIN24x7 librarians: Remember that you really are making a difference. People take the time to sincerely thank you for your efforts when they're typing in their comments. They also are frank about their experiences. One of the favorite comments this month was "it's like having your own private genie!".

Constructive Criticism (with editorial comments)

• I did not expect Wikipedia to be used as a reliable source.
• Librarian(# withheld) was very insincere and rude. I hope I never run into a librarian like that again. I ask a simple question, and she responds very sarcastically. KnowItNow needs to retrain some of its librarians because frankly, this librarian showed no respect at all to me.
• Commentary: The patron was attempting to get the answer to a multiple choice question. While the librarian was correct in not simply giving the answer, they wrote "Yep. that's why it's called home WORK. :-)" which the patron took to be "very insincere and rude." Saying something like this at a desk with a smile can be conversational; writing something like this in a chat (even with a smiley) can be misconstrued. Be conversational but be careful what you type.
• she was mean to me cuz i wuz usin slang
• Commentary: The patron's original question was "i need some ifo on satoshi tajiri yo". The slang in question did not include profanity but words like "yo" and "cuz" for "because". The patron was sent a Wikipedia article on their topic and replied with "ay websites besides wiki wiki wikepida dogg". In this case, I would have read "dogg" as "dude" or "man". The librarian responded with "Please refrain from slang language. It's distracting and not conducive to the conversation." Fair enough, although possibly a more diplomatic phrasing would have been more conducive to the conversation. The patron's response was "wut??" Librarian responded with "If you continue to use it, I will disconnect." That seems a little harsh. Would you refuse to help someone at the reference desk who wasn't speaking the way you wanted them?
• Try to be nicer please!
• Commentary: Patron's question: Could you link me to some sites where I can see the prices of food,travel,lodging, and other attractions in Lyon,France? Librarian provided three websites with no commentary on how or where to search on them. When patron asked a question about one of them, the librarian replied "you have been given enought sites to find tha tinformation", to which the patron wrote "okay, thanks alot.(I guess);( " and "Have a nice day!:-D" and "WELL THEN!"
• I was sent a website from 2003 on internet service providers....surely no information would have been better than a 7 year old website. I am disappointed. A less savvy user might not know this information is likely inaccurate and out of date.
• i didn't know if she was interested and i wasn't totally done asking for information when she left. last time i used this website i was asked, "was that all?" before they left!
• it was alright but my person left without me finishing what i wanted to say

Kudos (Agent who helped the patron in italics)

• the librarian was very helpful and directed me to sites that really helped me understand more i will definitely use this site in the future! It is AWESOME!!!!!!!!!!! (Washington County PL - local queue)
• This website is very helpful and I use it all of the time whenever I'm having a little bit of trouble finding reliable information off of the web. Thanks so much again librarian 52!
• i HAVE DONE THIS MANY TIMES, AND THEY ARE ALWAYS VERY RELIBLE AND POLITE!! (Librarian08 - Lorain Public Library System)
• I liked the fact that the sites and books were looked up for my daughter and saved us time searching the web or books at the liberary. (ad.rjohn)
• the person who helped me was wonderful :) (ad.pat)
• the librarian that helped me was excellent with a capital E!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! (Librarian143 - Cuyahoga County Public Library, Strongsville)
• This is the best service on here i every had! this persons name was Amy K and she was delightfully pleasent and patient. Like i said to her, i had a bad day today so its nice to see a stranger being nicer then even my classmates! she was so amazing, and if i were you guys, i would give her 1000 raise! thanks so mych Amy K, you made my day!:-D (AmyK - KSU intern)
• very helpful, thorough and prompt. what a wonderful service! thank you so much. (ad.ian)
• The librarian that helped me was very polite and very helful. They gave me three websites and a few book titles. I am Ablsolutely sure I'm going to use this site if I need help. (Librarian101 - Akron-Summit County Public Library)
• This is awesome! A wonderful lady at the New Albany branch named N Sullivan helped me and she actually took the time to introduce me to the online premium resources and the ask it options. She rocked and when I used it, Ryan helped me and he rocked! You guys rock!!!!! I can't wait to tell others! (Ryan - Columbus State Community College)
• I love this service, it helped me complete some of my project by helping me find links to get information. In other words it was great and fast and better than what i could ever come up with. Thanks!!!!! :-D (Librarian79 - Cleveland Public Library, General Reference)
• Unbelievable service - it's like having your own private genie! This service has saved me literally hours of time! One thing I noticed is that it seems the Knowitnow logo was taken off our library's home page - or at least it's not as noticeable if it is there. I thought maybe it was not in service any more - I'm glad it is! (Librarian30 - Columbus Metropolitan Library)
• ad.mckenzie was one of the best librarian helpers i have ever ecieved from coming from this site Love &rockets, XD
• ad.conner is an awesome libraian. he answered my question fast and easy! this resource was amazing and i will definitley positivley use this website again. it helped soooo much, i will tell people about it and how it helped me find my information simply. thank you soo much:)
• It was a wonderful experience very informative and fast! (Andrew - Defiance College)

(Remember, if you are a KnowItNow24x7 librarian, you can sign up for an account on the Provider site to access all transcripts and survey comments.)

Statistics: February 2010

This month's statistics column looks again at the Top 10 "Asking" ZIP Codes on KnowItNow24x7 for February 2010. These ZIP Codes are the ones whose residents generated the most sessions on the service:

Of those ten ZIP Codes, six are served by KIN24x7 Provider libraries: Akron-Summit County PL, Delaware County District Library, Cuyahoga County PL, Columbus Metropolitan Library, and Medina County District Library. For more ZIP code statistics, check out this link.

As always, Everyone's contribution to KIN24x7 is greatly appreciated and crucial to the service. Thank you!

ONLINE RESOURCES OF THE MONTH: The Ides of March

Beware the ides of March! - William Shakespeare, Julius Caesar, Act I, Scene 2

Some people are unaware that all months have an "ides", not just March. According to the American Heritage Dictionary, the ancient Roman calendar had an "ides" that falls on the 15th day of March, May, July, and October and on the 13th day of the other months. This month's online resources look at the Roman calendar, Latin, Ancient Rome, and Shakespeare. Enjoy!

• Roman Numeral and Date Conversion at www.guernsey.net/~sgibbs/roman.html - This handy online resource will convert Arabic to Roman numerals (and vice versa) but also provides you with any date in Roman calendar format for fun. For example, did you know that KnowItNow24x7 went statewide on Dies Martis, A.D. VIII Kal. Sep. MMDCCLVII A.U.C. (Tuesday, 8th day before the Kalends of September, 2,757 years since the founding of Rome).
• Experience Latin with Fr. Reginald Foster at www.frcoulter.com/latin/ - This online course is adapted from well-known courses given in Rome by the noted Latinist, Father Reginald "Reggie" Foster.
• Perseus Digital Library at www.perseus.tufts.edu - One of the best sources for primary documents on ancient Greece and Roman, in English as well as Latin and Greek. Includes Julius Caesar's De Bello Gallico and De Bello Civili in the original and in translation.
• Rome Reborn at www.romereborn.virginia.edu/ - This resource from the University of Virginia's Institute for Advanced Technology in the Humanities brings ancient Rome to life through computer graphics. Share with teachers as an excellent learning tool for history or literature classes. Downloading of Google Earth allows for even more interaction.
• Open Source Shakespeare at www.opensourceshakespeare.com - A great resource for tracking down Shakespeare quotes and full text plays and sonnets.
• Folger Shakespeare Library at www.folger.edu - The world-famous Folger is located in Washington, DC. The web site includes a wealth of information and resources on the Bard.

(If you are a KIN24x7 librarian, feel free to post suggested online resources here.)

New Logo at Cafe Press

The new logo is now available at KIN24x7's Cafe Press site. The KnowItNow24x7 logo was redesigned in December 2009 by Kristin Klatka, a graphic designer at Euclid (Ohio) Public Library. So, celebrate your participation in or support for Ohio's statewide reference service and wear your KnowItNow24x7 merchandise proudly! (Note: All merchandise is sold at cost. Due to a number of reasons, KIN24x7 does not receive proceeds from Cafe Press sales.)

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 like Steve Herminghausen at Worthington Libraries!

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.