Pat Barbier, Associate Faculty/Librarian, St. Petersburg College
Andy Todd,, UCF Librarian
James Larson, Palm Beach County Library
Joyce Ward Reference/Assistant Branch Manager
Palm Beach County Library
1
— To provide one form of assessment of the Florida
AskALibrarian service by spotlighting excellent digital
reference (Survey is another assessment tool). (Both
started in 2003 when the service began)
— QA members (all of whom staff the service too) read
chats assigned by day of the month and nominate
exemplary chats in the three categories (Rotation through
days of the month to give everyone a “reading.”
— Lots of self-nominations come in also. (Very welcome!)
— QA Members then choose through voting, the Exemplary
Chats in the different categories for the month.
— Recognition of librarians who give Good Digital
Reference Service on statewide basis and (calls it to
home library’s attention).
— Creates a bank of chat transcripts that serve as good
examples for everyone.
— Allows for spot checking for problems (any problems
are referred to AAL coordinator—usually need for
more experience and training
— Brief Chat - 15 minutes or under
— Detailed Chat - 16-30+ minutes
— Teaching Chat - Uses appropriate technology when
possible (page pushing, or URL pasting) to instruct
user. User should indicate some learning response
(can be public librarian working with middle school,
high school, or college students; does not have to be
an academic librarian)
— Good basic (anywhere) reference techniques (RUSA)
Reference and User Service Association--subdivision of
ALA
— Reference Interview–clarifying questions
— Approachable and interested (greeting)
— Listening (reading responses)
— Searching (use of proprietary or free resources)
— Follow-up (referral if needed to home institution or
elsewhere or email more materials)
— Specialized training and practice in online
communication—from Traci when you join!
— RUSA guidelines for Reference
— Positive helpful interaction!
— Accurate pertinent information
— Quality website links
— Ability to navigate other libraries’
websites
— Reference interviewing/interaction skills to “get to the
real question”
— Ability to work with multiple windows to find
information to copy and paste
— Chat Transcripts Should Demonstrate the
following qualities:
— Accuracy – Correct Information
— Authority – Valid credible sources
— Objectivity – Not biased
— Currency – If topic that requires it to be up-to-date
— Coverage –Enough information for the topic
— Full Criteria are found In Toolbox
— Use information from library resources
whenever possible
— Good Rapport
— Answer calls as quickly as possible while
staying
communicative with the user.
http://info.askalibrarian.org/
Florida AskALibrarian Has Been Very
Successful-Great Librarians Who
Staff!
—
Librarians are experienced
and have mastered the basics
— The librarians have grown and
become very adept at the new format of
Reference delivery—Florida AAL has been in
existence 10 years!
— The Knowledgebase offers a strong foundation
for helping patrons from other libraries!
— Helps create a rapport and dialog with the
patron
— Important to get the patron’s input
— Use Clarifying questions narrow topic
— Patrons become more responsive.
— Mirroring what patron asks ensures the
librarian understands the question.
Example : Question: I have been
looking in test and measurements
looking for NOVA approved surveys that
I can use in my dissertation. I am having
difficulty finding what I need. Can you
be of assistance to me?
The Reference Interview will get to the “real question.”
[17:22:53] You have been connected to Jaime G (Ask a Librarian Staff).
Jaime G (Ask a Librarian Staff): Hello, welcome to Ask a Librarian. I am Jaime from the South
Florida area and I will be assisting you today. Please wait a moment while I consider your
question...
Jaime G (Ask a Librarian Staff): Just one moment while I look at your library's online resources and
databases.
Patron: Okay
Jaime G (Ask a Librarian Staff): You were looking at these Test/Measurement databases from
your library here?
The librarian is sending you to http://elib.nova.edu/db/n/nsublist2.cfm?sortorder=s&subj_id=tst.
Jaime G (Ask a Librarian Staff): another strategy would be to go to your subject area and search for
articles of surveys or tests in your subject area. What is the subject of your dissertation?
Patron: It is the effects of professional development for office professionals' job satisfaction and
turnover
Patron: I only read one survey that I could use and it is an old one. It is the Minnesota survey
questionnaire on job satisfaction.
Jaime G (Ask a Librarian Staff): I am thinking of the general subject area this might fit under.
Human Resources? Public Administration?
Jaime G (Ask a Librarian Staff): Perhaps try the first database on this page here
Jaime G (Ask a Librarian Staff): I recommend using the advanced search feature in the databases.
That way you can limit your results that you get back from your search to full text and peer reviewed
if you like.
Question: Hello , I have a research study project and the topic i have is “Death Of Mother”, i’m looking for
articles done by researchers to write a summary on one but has to get approved by the professor first.
You have been connected to Santa Fe College – Diana.
Santa Fe College – Diana: Hello and thank you for waiting. I’m a reference librarian at Santa Fe
College and will be assisting you today. Please wait a moment while I read your question.
Santa Fe College – Diana: What precisely does “Death of Mother” refer to?
Patron: Well the class deals with life span, so basically a database that has like calculations and
research.
Patron: It’s kind of hard to explain what i’m trying to say.
Santa Fe College – Diana: So, at what age mothers tend to die in different geographic regions or
ethnic groups?
Patron: More like a child who has a mother that died, how they handled the situation.
Santa Fe College – Diana: Oh, I see.
Santa Fe College – Diana: Coping after the loss of a mother
Santa Fe College – Diana: And you’re looking for articles that have been written about that?
Patron: Yes, articles that have been done by a reasearcher though. My Prof. says that it has to have
an introduction, methods and or procedure, results, conclusion and or discussion. The purpose is
to write a summary of an already written article by a researcher who has already researched the
project.
Santa Fe College – Diana: Okay, I understand now
Patron: lol, Sorry and okay
Santa Fe College – Diana: I think the first place I would look is a database called PsycArticles.
Santa Fe College – Diana: It has research articles from a psychology standpoint.
Santa Fe College – Diana: Do you know how to access databases from your library website?
Regina S – Valencia College: Patron, from your library’s homepage, I’d like you to click on
Databases A-Z. Do you know where to find it?
Patron: Yes
Regina S – Valencia College: OK. And once you click on Databases A-Z, you’ll be prompted to
log in with your borrower ID and PIN. Do you know how to log in?
Patron: Ok, yes. I just did.
Regina S – Valencia College: Great. From your list of databases, choose America’s Newspapers.
After you click on it, click on Connect to Database, and it will open in a separate tab or window.
Patron: Alright, I’m connected now
Regina S – Valencia College: Once you open the database, you can type ‘education’ as your key
word, or any issue that has to do with education like maybe ‘teacher tenure’ or something like
that. Next to the box where you type the keyword, change the drop-down menu to say Lead/First
Paragraph (instead of All Text).
Regina S – Valencia College: And in the second box, the default setting is Date. Click in the box
and it gives you a list of date options — choose something current like past 6 months, past 3
months, or past week — however current you need it to be.
Patron: Thank you, this is a lot easier than what I was trying to do.
Regina S – Valencia College: Once you enter your search words and the date, go ahead and
search
Example:
Librarian: Just under “Quick Search Results” do you see the number of
results? Can you tell me what you got, so I can make certain we are at the
same place and dealing with the same results?
Patron: 10155 results
Librarian: Perfecto!
Librarian: Under “topics” on the left side, you will see a “down” arrow. Please
click on that.
Librarian: That will show you sub-topics that you can click on to refine your
results.
Librarian: There are two that are listed that sound especially appropriate: study
skills, and study strategies.
Librarian: Of the 10,155 results, you are seeing 76 retrieved records now. I
would look within those subject areas (by clicking on the topic “study skills”)
Librarian: to see what the results are.
Librarian: It should show you 6 results.
Librarian: Do you think any of those results are appropriate to your topic?
Librarian: If now, I would hit the back arrow at the top of the page and then
Ingrid P (Pasco Hernando CC): Another hint: if you are using a library database or even google and
you want to search for a phrase (such as stand your ground) if you put the phrase inside quotes like
this: “stand your ground” , the database will search for that phrase.
Ingrid P (Pasco Hernando CC): If you give me another moment I can see what I can find on the
stand your ground law in Florida…
patron: ahh… ok I understand
Ingrid P (Pasco Hernando CC): Perfect…
Ingrid P (Pasco Hernando CC): Is there anything else I can help with or are you off to a good start?
The librarian is sending you to http://cga.ct.gov/2012/rpt/2012-R-0172.htm.
patron: You helped me a lot and I found good information thank you some much for your help now is
on me to put all the information together
Ingrid P (Pasco Hernando CC): That link gives a quick overview on the stand your gun laws in CT
and FL
Ingrid P (Pasco Hernando CC): Great! I am glad I could help.
Ingrid P (Pasco Hernando CC): To either print, save, or email yourself a transcript of this chat
session, click on the Print/Save/Email button on your chat window.
Ingrid P (Pasco Hernando CC): Please feel free to come back to ask a librarian for further help, or
talk with your librarians when you go into the library.
Ingrid P (Pasco Hernando CC): Have a wonderful day!
Ingrid P (Pasco Hernando CC): Thank you for using Ask a Librarian, and we hope you come again.
patron has left the session.
— If a patron from another library asks a simple question
concerning how long a book can be checked out, cost of
fines, meeting rooms, hours, etc.
— First go to the Knowledgebase and explore the patron
library website.
— Won’t get nominated with a response like—Go to your
home library or automatic “Here’s the phone number.”
— The QA Workgroup is looking for someone who will do
searching for the patron and then if no luck refer back
to the home library (Librarians are better at this than the
patrons. It is our expertise that they want!)
— The Knowledge Base contains the websites of other
libraries and a lot of quick information that can help.
— Many Patrons are not adept at navigating their own
library websites.
— Librarians are skilled
at navigating other libraries’
websites especially using
the Knowledgebase
[10:20:43]
You have been connected to Dawn H - NOVA.
Dawn H - NOVA: Hello, welcome to Ask a Librarian. I will be assisting you today. Please wait
a moment while I consider your question...
Patron: Hi Dawn.
Dawn H - NOVA: One moment while I try to find the information you requested...
Patron: What are the colors of the shirts and pants for Roosevelt academy in lake wales, fl
Patron: Thank you
Dawn H - NOVA: Tops: white or navy, with collar
Dawn H - NOVA: Bottoms: shorts, slacks, skorts, skirts, skirted jumpers
Dawn H - NOVA: navy, black or khaki/tan
Patron: Thank you n pants? Jeans or what?
Dawn H - NOVA: I found the information on their website at:
Dawn H - NOVA: http://www.polk-fl.net/parents/generalinformation/dresscode.htm
Patron: Sorry lol. Thank you so much. You text fast like my daughter.
Dawn H - NOVA: Their website specifies colors and fabrics, stating that pants must be "plain,
solid-color Twill, Courduroy or Denim fabric"
Dawn H - NOVA: You might want to double-check with the specific school to see if pants in a
jean style would be allowed.
Patron: Thank you so much. Bye
Dawn H - NOVA: You're welcome. Have a good day! Thank you for using Ask a Librarian.
Offer Reassurance, Interest, or Approval
Examples:
— Librarian: Okay, I found their site and it looks like you were
—
—
—
—
—
starting in the right place.
Librarian: Thanks for your patience. It took me a minute
to locate your school’s library page. Which campus do you
attend?
Patron: I’m at North Campus
Librarian: Thank you. That is helpful.
Librarian: You have given us quite a challenge. I have
another librarian helping me look now also.
Librarian: It’s O.K. We like a challenge.
Example: Customer: I tried quick search and they didn’t have a single one of
my publications (about 70, including books, chapters and articles). Have other
faculty asked you about this? We are supposed to do it for our online faculty
CV.
Librarian: Oh no!
Librarian: It maybe because you are primarily arts and ISI is very science-heavy.
The librarian is sending you to http://apps.webofknowledge.com/summary.do?SID
=4F28nB8Jai8b%40nl7CIP&product=WOS&qid=1&search_mode=GeneralSearch
Librarian: So, when back to ISI Web of Science.
Librarian: I typed you in
Librarian: and these results came up.
Customer: OOh, good shot! Yes, that is pretty much the problem with this entire
online vita business. Thank you for saying “Oh,no!” and making me laugh a
little bit!
Librarian: LOL it’s not a problem! I can understand your dilemma and that’s why I
said “Oh no” if they are asking you to do this.
Real Priorities:
— Getting the job done quickly efficiently
— Patrons get impatient
— Sometimes disconnected through technical problems
— Can email results of a search
— Refer to the home library
— Where is the best place to find information regarding
administrative codes.
— Can you describe The Big Bang Theory in simpler terms ?
— do you have the tax booklets there this year or do you know
where i can get them
— I need to find 2 sources for a discussion. I need to identify one of the
common approaches to qualitative research. I am not sure what to type in
to help me find what I am looking for.
— What are some books I could use for a research paper on the college
football BCS vs. playoffs.
— I am looking for court cases about safety on college campuses and
campus crime. Particularly sexual assault. Can you please help?
Thank you
— I have to create a marketing plan for the Chevy Volt and need to find
— Even if you are on the fly and don’t have time
to thoroughly analyze your Chat, please feel
free to self-nominate.
— Usually you’ll have a good feeling for how
your Chat went.
— Many of our winners are self nominated!
— And, read the previous winners transcripts.
AskALibrarian is a wonderful service!