March 29, 2004

Open 24/7: Local Libraries Offer New Reference Service

It’s the middle of the night and you’re desperate for a piece of information for the report you’re working on. Thanks to collaboration between three local libraries, you can now find that elusive tidbit — even at 3 a.m. — by connecting with a librarian online. The three libraries – Ada Community Library, Boise Public Library and Boise State University’s Albertsons Library – recently launched answerXpress.com, a free interactive online reference service. Users start a session by logging on to www.answerXpress.com, where chat technology lets them discuss the information request with a librarian. The librarian may then search specialized databases, as well as the Internet, to select the best information sources. These will be sent directly to the customer’s computer screen. After the session ends, the customer receives a list of sites visited and a complete transcript of the session. “All of us know that our patrons need answers to questions when we’re not physically open,” said Vicki Kreimeyer, project coordinator and Adult Services division manager at Boise Public Library. “We want to serve them without the limitations of physical space and fixed schedules. Since we know they’re using technology for communication, this was a natural progression in developing our reference service.” The state-of-the-art service was developed to serve southwest Idaho residents and Boise State students, core users of library reference services for the three libraries; however, anyone who submits a question will be served. Although zip code information is requested, it won’t be used to limit the service area unless demand requires it. “Although we expect students to be important users of the service,” said Kreimeyer, “we’re there to answer all types of questions. We can help track down that special recipe, locate addresses, quotations, statistics and miscellaneous facts, or find product information.” Patrons can log on to the service through the three individual library Web sites, or by going directly to www.answerXpress.com. Neither method requires a library card. Full coverage of the 24/7 service is possible due to a combination of library staff from the three partnering libraries, 300 cooperative libraries and the vendor. AnswerXpress.com was funded with a grant from the Idaho State Library under the Library Services and Technology Act administered by the Institute of Museum and Library Services, as well as funding and staffing from the three participating libraries. For more information, go to www.answerxpress.com/about.shtml or contact Kreimeyer at vkreimeyer@cityofboise.org, (208) 384-4076. -30- Contacts Primary: Vicki Kreimeyer, Project Director Boise Public Library Adult Services Division Manager 208-384-4341 vkreimeyer@cityofboise.org   Alternate: Terri Wear Ada Community Library Assistant Director, Reference & Technical Services 208-362-0181 X25 twear@adalib.org Alternate: Elaine Watson Albertsons Library, Boise State University Documents/Reference Librarian 208-426-1737 ewatson@boisestate.edu Media Contact Kathleen Craven Boise State communications and marketing 208 426-3275 kcraven@boisestate.edu