Move over, Google. Make way, Yahoo. Meet Lynn, the live, online reference librarian

I had to post the link to this article I picked up from lisnews.com.The Mercury News published this article about some Bay area libraries banding together to offer reference research assistance online. The idea is that anyone can get real time reference answers from someone operating the reference desk 24/7, with the back-end being driven by librarians that are part of the consortium staffing a pc somewhere. (See related site: http://247ref.org/) I think this is an excellent idea, that companies have latched on to with CRM services powered by human click and liveperson. I am working on a team right now to explore combined online reference desk and technical CRM functionalities that will aid in searching and will build FAQ's on the fly. I thought this might be a relevant path to follow if anyone is interested in FAQ's and the like as an aspect of helping users make sense of site content.