We were the system integrators for 24/7 Reference, a program of the Online Library Computer Center of Dublin, OH, originally developed by the Metropolitan Cooperative Library System of Pasadena, CA . This project involved the modification and adaptation of commercial customer interaction software for use by public and academic libraries and library systems to provide their patrons with online reference and information systems. The development of this system involved a diverse set of tasks including:

• Software specification: We helped develop a specification document, which detailed all aspects of the software environment including patron, user and administrator interfaces.



• Hardware specification: We designed a secure, robust, redundant system capable of scaling to thousands of client libraries, using affordable systems from reliable, well respected vendors including Dell, Sun, Cisco and Foundry Networks. We designed the system in three tiers (data, application and presentation) to facilitate expansion.



• Software acquisition: We helped our client in the process of vendor selection for the core software and, once a suitable product was identified, we negotiated a favorable (well below market) agreement with that vendor. We then repeated that process with the vendors of peripheral software components including training and communications software.



• System deployment: We facilitated the purchase of the system hardware from Dell, Cisco and other vendors. We helped MCLS select a secure data facility with redundant cooling, power and internet connections as well as a backup power system. We installed and tested the equipment at the facility. The system now consists of 10 web and application servers, one mail server, one administration server and 2 database servers (primary and backup) fed by a failsafe fibrechannel disk array. These are supported by redundant routers, switches and firewalls as well as a sophisticated load balancing system for the application servers. The system features schedule full and incremental backup using a compact auto-loading tape system. All systems can be managed remotely through secure channels.



• Software integration and development: We built a suite of management tools around the core software to enable client libraries to control most aspects of their operating environment. They can also use these tools to create custom reports, screens and scripts, manage their staff and control access to their services. We continue to add features to these tools in the ongoing process of developing the service.



• System management: We monitored and managed all software and hardware for MCLS. The system was supported by 24/7 support staff at the data center and our technicians who were on call from 6 AM to 10 PM local time every day.



• Support: We provided user support online and by telephone. To minimize the need for support, we developed a collection of online tools from FAQs, popup help systems and context driven help (on the librarian side) to manuals and full interactive training systems.



• Training: We developed live and interactive training systems, and implemented an online training environment.