[Web4lib] "Ask a Librarian" role: popularity, questions, bene fits, costs

[Gillian Wiseman]

Our "ask a librarian" service is a simple e-mail link on the website. It is
used lightly (about 8-10 questions per month). All questions are directed to
me, and I forward them to the appropriate person/department. 

About 1/2 the questions are genealogical in nature; most of these are from
non-local patrons. We handle them exactly as if the patron were local - they
are passed on to genealogy volunteers and are generally answered within a
week or so.

Reference questions I usually answer myself within a few hours to a day of
receiving. Most are local, often from regular/repeat patrons. Occasionally I
pass a subject-specific question on to another librarian with expertise in
the area. Non-local questions get treated identically, although if I KNOW a
patron isn't local it helps to prevent me suggesting they come down to the
library in person!

A few questions are circulation-related (overdues, renewal requests, etc...)
and I forward those to the circ department. 

We have no special funding, and it is a minimal increase in workload, if
any. Most of these questions would arrive in the form of telephone calls if
e-mail was not available. 

The best user tips are the common sense ones; make sure to send your name
and phone number or address or both with your request, especially if you are
asking for photocopies of information. Re-read your requests for clarity. No
matter how "appealing" you think it is, don't send your request in 12 point
cursiva font in hot pink on a pale blue background - make it easy for the
librarian by using plain text. Photo scans are fine, if they relate to your
request (ie you want something identified). Don't badger the librarian for a
response - some things take a few days. Then again, if you don't hear back
within a week, drop a polite reminder off - sometimes things get forgotten.

Hope this helps,
Gillian Wiseman
Electronic Resources Librarian
Waco-McLennan County Library
gwiseman at ci.waco.tx.us



So I'm interested in hearing from the library/librarian community on this --
what's led/leading to its popularity, the sort of questions people pose,
whether it increases/decreases librarian workload, how libraries deal with
questions from people outside their service area, how it's supported
financially, and (especially) any tips for people to use it effectively?
Also, do you know of articles published on the service?

Thanks...
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