On June 1, 1982 in the old Rockville Library on Maryland Avenue, a new level of library service was born that, through the succeeding years, has -- for the most part without fanfare -- helped hundreds of thousands of people.

Originally known as Telephone Reference, its mission was as simple and straightforward as its name: to answer basic reference and book questions over the phone. It was modeled after the first such service in the country at Enoch Pratt Free Library in Baltimore.

Even then, the public’s need to know was great and in just five months, the operators were answering an average of 2,700 calls each month. Eleven years later, in 1993, the average had risen to between 5,000 and 6,000 calls a month.

In the intervening 25 years, Telephone Reference has grown and adapted to the changing times. It is now called Ask-A-Librarian and is located in the new Rockville Library. The service has been expanded to include email and live online interactive (chat) reference. It also has evolved into a core reference service unit for the entire Montgomery County public library system, often serving as a hotline for staff members at other branches, as well.

There is no doubt that the Internet has impacted library services nationwide. However, between May 2006 and May 2007, Ask-A-Librarian staff completed 45,292 phone calls and 3,487 e-mail questions. In addition they took live chat questions for AskUsNow!, a cooperative project between Maryland libraries. Ask-A-Librarian also provides access to Language Line, an interpretation service of more than 145 languages.

Librarians at Rockville are scheduled to answer phone, email and live chat questions. Two of the current staff were part of the original 1982 Telephone Reference team.

“To this dedicated staff and all the others who have worked in the unit over the years, I say ‘thank you’ for the outstanding services provided to your customers,” said Parker Hamilton, director of Montgomery County Public Libraries.

Generally, the Phone Reference Service is intended to provide: answers to brief, factual questions, and information on library locations/services, libraries and their collections, book reservations and holds, PINs (Personal Identification Numbers) and how to proceed with more complex research. However, as one would expect, the questions run the gamut from “What time is it in Paris?” to “When was mountain climbing first done as a sport and on what date is it celebrated?”

The Ask-A-Librarian Phone Reference is available Monday through Thursday from 9:30 a.m. to 8:30 p.m.; Friday, 10 a.m. to 5 p.m.; Saturday, 9 a.m. to 5 p.m.; and Sunday (September through May) from 1 to 5 p.m.

Call 240-777-0001; TTY 240-777-0902.

The Email Reference Service answers brief factual questions, provides information about library services and answers questions about how to proceed with more complex research. Staff will reply within two business days. Customers are asked to be as specific as possible with their questions and provide a return email address and phone number. The service does not provide genealogy research.

Contact the service at www.montgomerycountymd.gov/library click on Ask-A-Librarian, then Email Reference.

The AskUsNow! Live reference is a 24/7 live interactive online service that allows customers to communicate with librarians in Montgomery County – or elsewhere in Maryland or the U.S. The service provides access to library service from anywhere and anytime, immediate responses to questions, information service from librarians in public, academic and other partner libraries, help in navigating the Internet and access to online information resources.

To access AskUsNow! visit www.montgomerycountymd.gov/library, click on Ask-A-Librarian and AskUsNow!.