1. Reference: What’s Happening in the New Millenium? “It only makes sense that since we spend hundreds of thousands of dollars making resources accessible remotely, we now need to serve the people who use them.” (Computers in Libraries, vol. 21, no. 4, April 2001)

2. www.answerzone.org Funded by a LSTA collaborative grant for fiscal year September 2001 -August 2002 –Partners Carrollton Public Library: city population 112,000 –located in Denton County Irving Public Library: city population 194,407 –located in heart of Dallas Fort Worth area in Dallas County North Richland Hills Public Library: city population 58,627 –located north of Fort Worth in Tarrant County

3. Goals of Interactive Online Reference Extend Reference service outside of library walls to users who can’t make it to the library Feature and promote the extensive Texas State Library databases Expand library service hours and evaluate usage patterns Provide expert Reference assistance to users who are increasingly turning to the Internet search engines for their information needs

4. Key Grant Writing Issues Legal aspects of Interlocal Agreement between cities needed to be worked out Grant had to be approved by city grant committees Software had to be evaluated and chosen Sustainability and staffing issues needed to be addressed Key to meeting grant application deadline was communication

5. Key Grant Implementation Issues Staffing issues are an ongoing concern Training: fear of the unknown, new technical and reference techniques to learn Quality control - need someone in charge at each city to maintain standards and communicate problems Had to work through designing the logo and web site content, acquire domain name *Marketing plays a very important role

6. LSSI Software Features Highlights A hosted service with software residing on LSSI’s servers Ability to push web pages and send screenshots Can take control of patron’s browser and escort them around the Web Co-browsing of library subscription databases Sharing of slideshows, word files, etc. Two-way feature that you control with the click of a button Call Center can provide backup and additional hours

7. LSSI Software Features Release 2.0 Enhancements Easily work with multiple patrons at the same time Start and stop Interact Database Co-browsing Pointer in Interact to highlight sections Spell Checking Full Administrative control provided to each library Increased variety of reports available EZProxy authentication system improved

16. Librarian’s tools

19. Sample Questions I’m looking for the score of the 1978 NFL Superbowl and the teams. I need a love spell to fix my cheating boyfriend. I’m doing a research paper about HP Compaq merger, can you help me? How can I get a new library card? I am trying to access the databases from home. Can you help me? I’d like info about the Drug Institution in Seattle which provides clean needles for addicts. Numerous requests to locate books or movies, etc.

20. The Future Emerging technology –voice over IP –video streaming –multilingual Sustainability: staffing and funding Expanded hours: staffing cost versus usage patterns Increase use of marketing and innovative services with schools Partnering with additional libraries in DFW area Statewide service under Texas State Library utilizing TIF funding?

21. Resource List Bernie Sloan - Dig Ref Services http://www.lis.uiuc.edu/~b-sloan/digiref.html Stephen Francoeur - Digital Reference http://pages.prodigy.net/tabo1/digref.htm Gerry McKiernan - Live Ref http://www.public.iastate.edu/~CYBERSTACKS/LiveRef.htm#Public

22. Discussion Lists Livereference http://www.egroups.com/group/livereference Dig_Ref - http://www.vrd.org/Dig_Ref/dig_ref.html VirtualPubLib - http://communities.msn.com/VirtualPubLib

23. Questions? Contact: Linda M. Draz North Richland Hills Public Library 817-427-6814 ldraz@nrhtx.com http://www.library.nrhtx.com