[OPLINLIST] New Local Service Option with KIN24x7

[Donald Boozer]

I wanted to make everyone aware of a new KnowItNow24x7 (KIN24x7) option that is now available to libraries. Many libraries still have only an email and phone number to connect to librarians at their reference desks. KIN24x7 now has the ability to provide a customized link for a library's web site that will automatically route local patrons to local librarians in real-time during regular hours. After the library closes, patrons clicking on the same link could seamlessly be routed to other KIN24x7 libraries or AfterDark librarians. This is a way for libraries to:

    * have their "own" virtual reference service for their patrons
    * expand the library's service hours beyond closing time
    * continue to be connected to Ohio's statewide virtual reference service

This also provides the possibility of having anyone who enters a zip code for your library's service area at knowitnow.org to be routed to the library in their service area, thus providing more local service via the statewide network. Washington County Public Library was the first to implement this option, and others have expressed interest.

This new "local queue" provides an exciting new way for KIN24x7 to really be "a service of the State Library of Ohio and your local Ohio Public Library."

Here are some details about this new option from Ohio's statewide virtual reference service:

1) Customers will access your local queue from your library's web page.

2) In September, customers entering your zip code from knowitnow.org could 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) The ability to have customized queues for your library (e.g., circulation, local history, etc.) is also a possibility. These specialty queues can be made available to customers directly from your homepage or be by referral only (i.e., your librarians will transfer customers).

5) During regular hours, overflow can be redirected to a custom email form of your own, or you can use the standard email form built-in to the software that will route messages to an email inbox of your choosing. This will keep customers' messages in-house.

6) After-hours could be redirected to the KIN24x7 network live coverage or the email form. This decision will entail whether the local library wants to keep follow-ups in-house or not. If the after-hours live coverage is chosen, all follow-ups would come from other librarians (either public or AfterDark). If the email form is chosen, these would remain with the local library.

7) 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:
    a) 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.
    b) 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.
    c) Help answer the email messages left by patrons through the KIN24x7 leave-a-message option.

8) 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 at knowitnow.org.

Donald Boozer
KnowItNow24x7 Coordinator
Cleveland Public Library
Automation Department
325 Superior Avenue East
Cleveland, OH 44114
216-623-2960 (Work)
216-623-7120 (Fax)
dboozer at cpl.org
http://www.knowitnow.org