By Donald Boozer, KnowItNow24X7 Coordinator

 

At their May 2009 meeting, the State Library of Ohio Board unanimously approved an Institute of Museum and Library Service (IMLS) Library Services and Technology Act (LSTA) grant that makes KnowItNow24x7 (KIN24x7) possible. In September, the service celebrated its fifth anniversary of providing statewide virtual reference service. The continuing support of the Board members and State Librarian Jo Budler is greatly appreciated by everyone connected with the project.

 

From January through October 2009, librarians working with KIN24x7, including the State Library of Ohio Librarians, handled 87,457 sessions, up 16.5% over the same period in 2008. Of the 251 public libraries in Ohio, less than one out of five provides staff to answer questions on the service. With the new options for participation implemented this year, this is a great time for libraries to take a second look at getting involved with KIN24x7.

 

Earlier in the year, KIN24x7 partnered with the Ohio Library for the Blind and Physically Disabled to implement a new commercial instant messaging (IM) option, allowing Ohioans, especially the visually-impaired, to contact a librarian in real-time via MSN, AOL, or Yahoo! through the statewide network.

 

Another exciting innovation initiated this year allows KIN24x7 to offer libraries their own local virtual reference service. A customized link can be provided for a library's website that will automatically route patrons back to their local librarians in real-time during regular hours. After the library closes, patrons clicking on the same link are seamlessly routed to other KIN24x7 librarians. Enhancements to this option continue to be explored such as the ability to route patrons to their local library by ZIP code entered at the KIN24x7 web site.

 

However, it wasn't all technological innovation this past year. In an effort to recognize quality work on KIN24x7, the Quality Committee for KIN24x7 (QuACK) was inaugurated in April 2009. This six-member committee is comprised of OhioLINK, Cheryl Lubow from the State Library, and public librarians (one of whom is also an AfterDark librarian). Exemplary transcripts posted by the QuACK can be viewed on their blog at http://provider.knowitnow.org.

 

Cleveland Public Library and the Public Library of Cincinnati & Hamilton County hosted forums for KIN24x7 librarians this year in January and March, respectively, and "Get to Know KnowItNow24x7" presentations were given at four Ohio Library Council Chapter Conferences as well as the eTech Ohio conference. Additionally, KIN24x7 was featured in articles appearing in the Cleveland Plain Dealer, Marietta Times, Defiance Crescent-News, and OELMA Media Spectrum.

 

KIN24x7 continued its collaboration with Oregon's L-net statewide reference service in 2009. In addition to day-to-day question sharing, a round of improvements to their services' shared software platform was also facilitated. KIN24x7's partnership with OhioLINK continued to expand, with participation by Ohio colleges and universities increasing this year. Due to reduced hours available from public libraries in the latter part of 2009, the Northeast Ohio Regional Library System was asked to expand coverage hours for the AfterDark librarians during morning and early evening hours.

 

KIN24x7 also began consolidating its three web portals (KnowItNow.org, HomeworkNow.org, and ReadThisNow.org) into one service this year. This process is scheduled to be completed by early 2010. As a result, all patrons will be able to be directed to one virtual reference "brand", providing continuity of service from K-12 through college and beyond. As a part of this, four libraries submitted designs to be considered as the new logo of KIN24x7 which will be featured on new websites, marketing items, and other associated materials.

 

Libraries interested in exploring participation in KIN24x7 or wishing more information about any of the topics in this article are encouraged to contact Don Boozer, KIN24x7 Statewide Coordinator, at support@knowitnow.org.