Successful Digital Reference:
It’s an Achievement and a Challenge!
Pat Barbier, Associate Faculty/Librarian
St. Petersburg College
Joyce Ward Reference/Assistant Branch Manager
Palm Beach County Library
Co-Coordinators of Quality Assurance Workgroup
Hot Topics::Customer Service Excellence or How to win an Exemplary
Reference Award
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To provide one form of assessment of the Florida
AskALibrarian service by spotlighting excellent digital
reference (Survey is another assessment tool).
(started in 2003)
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 through (can
be public librarian working with middle school
or high school students; does not have to be
academic librarian)
 FLA
AAL has a Successful Service in place
 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
almost 10 years!
 New focus is on specific skills in addition
to the basic criteria.
 August/Sept—Examples
of Good Customer
Service
 Other Skills for the Future Months
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Finding Excellent Library Resources
Finding Excellent non-library Resources
Best handling of a challenging patron
Best Rapport While Keeping it Real with a Patron
Most Enthusiastic Service
Most Efficient and Accurate Answer to a Patron at
a library other than one’s own
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Good basic (anywhere) reference
techniques (RUSA) Reference and User
Service Association--subdivision of ALA
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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
 RUSA guidelines for Reference
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“In all forms of reference services, the success of the transaction is
measured not only by the information conveyed, but also by the
positive or negative impact of the patron/staff interaction”__rapport
with the patron is key
Guidelines for Behavioral Performance of Reference and Information
Service Providers (ALA, June 2004)
 Positive
helpful interaction!
 Accurate pertinent information given
 Quality websites given to patron (can follow
links)
 Able to navigate other libraries’ websites
 Reference interviewing/interaction skills to
“get to the real question”
 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
2 or more of these qualities should be present to nominate a
Chat
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A reference interview with the patron, asking questions to clarify
the information need.
Use of Knowledge Base if needed for patron’s library info.
Staying communicative with the user throughout the chat.
Use of information from library resources whenever possible.
Use of a reference source to locate the answer to a question and
give the patron the name of the source. (Don’t just give answer
especially for academic as they are teaching opportunities)
If unable to locate an authoritative answer to a question in a
timely fashion, then either get back to the patron in a few hours
or refer the question to the patron’s library.
Establish and maintain good rapport with patron throughout
session
 Word contact
 Enthusiasm
 Empathy
“The body of reference service literature has
consistently emphasized that the quality of the
reference interview is an important factor in
reference service effectiveness (Kwon 187).”
From Kwon, Nahyun and Vicki L. Gregory.“The
Effects of Librarians’ Behavioral Performance on
User Satisfaction In Chat Reference Services.”
Reference & User Services Quarterly. 47.2 (2008):
139.
The Reference Interview will get to the “real question.”
 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.
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Question: I am enrolled in TCC and am trying to use the database to find primary and
secondary resources on Thomas Paine. I have absolutely no luck finding anything
relevant. Can someone direct me on this (31 min) Nov 2012 Teaching Award Winner
[07:36:55] Wendy D (Gulf Coast SC): OK, which databases have you tried?
[07:37:42] Patron: My problem is that although I can find plenty of modern
scholars writings about him i cant find much original.
[07:37:45] Patron: ummmm
[07:37:51] Patron: let me check
[07:37:59] Wendy D (Gulf Coast SC): OK, so you need works by him...
[07:38:55] Patron: not just works, I'd like to find letters, first hand accounts, that sort of thing
[07:39:14] Wendy D (Gulf Coast SC): OK, let's see what we can find...
[07:39:20] Patron: ok this is gonna take a second. I have tried...
[07:39:24] Patron:abc-clio
[07:39:53] Patron: oclc
[07:40:02] Wendy D (Gulf Coast SC): Ok, don't worry about that...
[07:40:15] Patron: new york times historical
[07:40:18] Patron: ok
[07:40:37] Wendy D (Gulf Coast SC): TCC has a book called Collected writings : Common sense,
The crisis, and other pamphlets, articles, and letters ; Rights of man ; The age of reason
[07:41:12] Wendy D (Gulf Coast SC): it looks like it contains informations such as letters and other
writings
[07:42:35] Patronok I'm going to need several sources, do you have any tips for finding anything
useful; through a database?
[07:42:48] Patron: and thanks that sounds like EXACTLY what i need
[07:43:05] Wendy D (Gulf Coast SC): For primary sources, let me see what you have access to...
[07:43:14] Wendy D (Gulf Coast SC): here's the call number for that book:
[07:43:15] Wendy D (Gulf Coast SC): JC177 .A5 1995
[07:44:42] Wendy D (Gulf Coast SC): Database wise, have you tried Credo Reference?
[07:45:03] Patron: huh? no what is that?
[07:45:19] Wendy D (Gulf Coast SC): Let me see if that is one of yours...
[07:47:39] Wendy D (Gulf Coast SC): To access your databases, can you select Databases
A-Z?
[07:47:49] Patron:yes.
[07:48:13] Wendy D (Gulf Coast SC): OK, if you scroll down to the C's is Credo Reference
one?
[07:49:07] Patron: DO YOU MEAN JOURNALS A-Z?
[07:49:13] Patron: sorry caps lock
[07:49:14] Wendy D (Gulf Coast SC): No, databases A-Z
[07:49:40] Patron: hmmmm, i would swear i can, but i'm not finding it now. hold on
please
[07:49:56] Wendy D (Gulf Coast SC): Sure
[07:51:58] Wendy D (Gulf Coast SC): I'm just not seeing it in any of TCC's lists.
[07:52:42] Patron: yeah, me neither.
[07:52:54] Wendy D (Gulf Coast SC): OK, plan B
[07:53:06] The librarian is sending you to
http://www.tcc.fl.edu/about_tcc/academic_affairs/division_of_library_services/online_
databases_via_linccweb/databases_by_topic#ref.
[07:53:20] Wendy D (Gulf Coast SC): I'd like you to scroll down to the History section
[07:53:40] Wendy D (Gulf Coast SC): and select History Reference Center
[07:54:08] Patron:ok
[07:54:36] Wendy D (Gulf Coast SC): Let me know when that database opens
[07:55:56] Wendy D (Gulf Coast SC): When it does, please type Thomas Paine in the
search box and click search
[07:56:11] Patron: srry taking a min.
[07:56:24] Wendy D (Gulf Coast SC): No worries. I'm not
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[08:00:50] Patron: OK, so can i do something similar to that on all databases?
[08:01:13] Wendy D (Gulf Coast SC): You can narrow your search, yes, but not all will have
primary source documents
[08:01:39] Patron:Because you have just given me exactly what i spent all weekend searching
for.
[08:01:54] Wendy D (Gulf Coast SC): I'm so pleased I could help
[08:02:20] Patron: Do you have a way to recommend more databases that can be narrowed to
primary sources or should i just manually seach?
[08:03:18] Wendy D (Gulf Coast SC): The website that I sent you earlier, has a great listing of
historical databases. Those would be the same ones I would recomend
[08:03:25] Wendy D (Gulf Coast SC): Do you need me to resend?
[08:03:35] Patron: yes please
[08:03:38] The librarian is sending you to
http://www.tcc.fl.edu/about_tcc/academic_affairs/division_of_library_services/online_databases
_via_linccweb/databases_by_topic#ref.
[08:03:44] Wendy D (Gulf Coast SC): Here it is,
[08:03:51] Patron:ok
[08:03:53] Wendy D (Gulf Coast SC): scroll down to History
[08:04:08] Patron: yes.
[08:04:26] Wendy D (Gulf Coast SC): Archive Grid is also a good one...try that one first
[08:04:57] PatronThank you so much, i think you have cleared this up for me. Archive grid., Ok i
will.
[08:05:05] Wendy D (Gulf Coast SC): Fantastic!
[08:05:17] Wendy D (Gulf Coast SC): Is there anything else I can help with today?
[08:06:04] Patron: Nope thank you so much, I think I'll end the session now. Have a nice day!
[08:06:10] Wendy D (Gulf Coast SC): You too!
[08:06:17] Wendy D (Gulf Coast SC): Thank you for using Ask a Librarian
I am working on ENC 1102 Project 2 draft 1. My topic is gay marriage and for me to effectively
prove my point I need to find a source that addresses whether homosexuality is a choice or a
genetic trait. I have had the most difficult time trying to find a scholarly article and was hoping
you could help me.
08:13:44] You have been connected to UF Ann L.
[08:13:52] UF Ann L: Hi Jessica
[08:14:06] Patron: Hello
[08:14:11] UF Ann L: What sources have you checked?
[08:15:06] UF Ann L: A general academic journal database, such as Academic Search Premier, would be a
good place to start
[08:15:31] UF Ann L: from the advanced search screen you can filter for scholarly articles
[08:15:48] Patron: CQ Researcher, ProCon, Metlib, Opposing Viewpoints, Google Scholar.Facts on file, and
social movement and culture
[08:16:17] UF Ann L: Opposing Viewpoints didn't have any related content?
[08:17:26] Patron:No, I have checked all of those websites and have not found anything relating to the
research/conclusion of homosexuals choosing to be gay or if it is genetic
[08:19:11] Patron: I think i might of found one, would you mind looking at it?
[08:19:52] UF Ann L: Sure
[08:20:30] Patronhttp://web.ebscohost.com/ehost/detail?hid=105&sid=330a78da-8e95-4602-8eca31680339ae03%40sessionmgr113&vid=3&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=aph&AN=3604
3293 The title is Born Gay? By Andy Coghlan
[08:23:57] UF Ann L: That seems more like an editorial than a scholarly article
[08:24:36] UF Ann L: STay in that database and do this search
[08:24:42] UF Ann L: homosexuality and causes
[08:25:00] UF Ann L: then filter for academic journals (on the side)...or check the box on the main search
screen
[08:25:06] UF Ann L: this should yield 95 hits
[08:26:42] Patron:it did, thank you very much for your helpt
[08:29:52] Patronhas 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
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
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Question: I lost a library book on an airplane and I would like to replace it.
Can I buy a new one and take it to the library?
[08:49:57] You have been connected to Juan L (Ana G. Mendez University System).
[08:50:04] Juan L (Ana G. Mendez University System): Hello, welcome to Ask a
Librarian. I am Juan L (Ana G. Mendez University System) and I will be assisting you.
How may I help you today?
[08:50:53] Patron: I wanted to find out if i could replace a book I lost to the library?
[08:51:39] Patron: I lost it in an airplane, they would not let me go back in to get it. I
will like to buy another and take it to the library but I
[08:51:58] Patron: didn't know if it was allowed.
[08:52:24] Juan L (Ana G. Mendez University System): Ok
[08:52:30] Juan L (Ana G. Mendez University System): I am going to push you a web
page. If it does not open automatically, please click on the link to open the page.
[08:52:48] The librarian is sending you to
http://www.hcplc.org/hcplc/account/checkout.pdf.
[08:53:26] Juan L (Ana G. Mendez University System): On page 2 it says: Lost or
damaged items are billed for the full cost.
You may not check-out any other items until fines
are resolved.
[08:55:07] Juan L (Ana G. Mendez University System): I would suggest that instead of
buying a lost book, just go and reported it. They will charge the value of the book and
you will be able to check-out items again.
[08:55:27] Patron: ok. thanks
[08:56:28] Juan L (Ana G. Mendez University System): Can I help you with anything else
today?
[08:57:22] Patron: o, thank you
[08:57:46] Patron: you have been very helpful.
[08:57:50] Juan L (Ana G. Mendez University System): Thank you for using Ask a
Librarian; we hope you come again.

Question: how do i register for comp classes :
[08:23:56] You have been connected to Julio G (Miami-Dade Public Library).
[08:24:10] Julio G (Miami-Dade Public Library): Hello, welcome to Ask a Librarian. I am Miami
Dade Public Library System and I will be assisting you today. Please wait a moment while I
consider your question...
[08:25:15] Customer: in kissimmee digital camara classes 2/1/11
[08:25:55] Julio G (Miami-Dade Public Library): give me a second I am looking for the info in your
library's webpage
[08:26:18] Customer: okay ty
[08:32:45] Julio G (Miami-Dade Public Library): I looked on the library's colander and on 2/1 there
is no computer class. There is a basic PC class on 2/2 is this what you are interested in?
[08:33:27] Customer: yes i was told i had to register for class in comp.
[08:33:58] Julio G (Miami-Dade Public Library): But do you want basic computer class or digital
camera class?
[08:34:14] Customer: class is on 2/22/11 for digitalcamara class
[08:35:01] Customer: have to register but cant find form
[08:35:19] Julio G (Miami-Dade Public Library): The registration for the digital class offered 2/22
will not open until 2/1.
[08:35:48] Customer: oh i see well tysm for the info
[08:35:57] Julio G (Miami-Dade Public Library): If you are on the colander just click on the desired
class and a pop-up window will display the info for the class
[08:36:31] Julio G (Miami-Dade Public Library): Once registration opens there will be an area to
enter your information to register
[08:36:43] Julio G (Miami-Dade Public Library): Can I help you with anything else today?
[08:36:43] Customer: ty again bye
[08:36:55] Julio G (Miami-Dade Public Library): Thank you for using Ask a Librarian, and we hope
you come again.
[08:37:02] Customer: happy new year
[08:37:11] Thank you for using Ask a Librarian. You may now close this window.
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Middle School Student
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[12:00:15] You have been connected to Katie T (Winter Park Public Library).
[12:00:21] Katie T (Winter Park Public Library): Hi Amy, how can I help you?
[12:00:32] Patron: compare and contrast green snakes vs. rattlesnakes ??
[12:01:03] Katie T (Winter Park Public Library): I can send you some websites about
rattlesnakes and green snakes, if you'd like. Are they called "green snakes" or is it a certain
kind of snake that's green?
[12:01:19] Patron:ok thank you
[12:01:48] Patron: oh they are just green snakes and rattlesnake
[12:01:49] Katie T (Winter Park Public Library): You're welcome! Just a moment while I find
the information for you.
[12:02:15] Patron: okay
[12:02:22] Patron: :)
[12:02:24] The librarian is sending you to http://animalworld.com/encyclo/reptiles/snakes/roughgreensnake.php.
[12:02:30] Katie T (Winter Park Public Library): Is that the right kind of green snake?
[12:03:00] The librarian is sending you to
http://www.desertmuseum.org/books/nhsd_rattlesnakes.php.
[12:03:05]Patron: yes thank you
[12:03:09] Katie T (Winter Park Public Library): That second site has information about
rattlesnakes.
[12:03:19] Katie T (Winter Park Public Library): Is that enough to get you started, or would
you like me to find some more sites for you?
[12:03:53]Patron: no this is fine thank you for you helping me thank you
[12:04:08] Katie T (Winter Park Public Library): You're welcome! Have a good day!
[12:04:15] Thank you for using Ask a Librarian. You may now close this window.
[07:17:53] You have been connected to Elaine S (Indian River State College).
[07:18:33] Elaine S (Indian River State College): Hi John. Welcome to Ask a Librarian. How can I help you
today?
[07:20:44] Patron Hi Elaine, I see you're from a different college than the one I attend. Would you know if
the college online websites contain information regarding company metrics or balance sheets or income
statements for various companies?
[07:21:18] Elaine S (Indian River State College): Let me see if I can get into your college databases. Just a
moment
[07:24:34] Elaine S (Indian River State College): I cannot get into your college databases. However, I do see
a business subject guide that may help
[07:24:40] The librarian is sending you to http://guides.lib.usf.edu/content.php?pid=57947.
[07:25:40] Elaine S (Indian River State College): There is also another guide that may be very helpful
[07:25:48] The librarian is sending you to http://guides.lib.usf.edu/datasets.
[07:26:00] PatronY ea, this seems like it may be the right direction
[07:26:22] Elaine S (Indian River State College): For sure, the second link looks like it is what you need!
[07:26:26] Patron: I'm trying to see if I can get financial statements from various companies i.e. AT&T
[07:30:56] The librarian is sending you to http://www.att.com/gen/landing-pages?pid=5718.
[07:30:57] Elaine S (Indian River State College): You can always go directly to the company website. For
example AT&T provides an Investor Relations page that includes annual reports
[07:31:17] Elaine S (Indian River State College): (see link above)
[07:32:15] Elaine S (Indian River State College): In addition, you can always go to EDGAR - government
site "All companies, foreign and domestic, are required to file registration statements, periodic
reports, and other forms electronically through EDGAR. Anyone can access and download this
information for free. Here you'll find links to a complete list of filings available through EDGAR
and instructions for searching the EDGAR database."
[07:32:16] Patron Yea that's true. Thanks for helping me!
[07:32:37] The librarian is sending you to http://www.sec.gov/edgar.shtml.
[07:32:44] Patron Wow, I'm surprised you know all this
[07:33:20] Elaine S (Indian River State College): Especially considering I have an investment phobia gene!
[07:34:13] Patron Haha I guess you take extra precaution in the places to avoid by knowing them then!
[07:34:28] Elaine S (Indian River State College): Right!
[07:34:32] Elaine S (Indian River State College): Can I help you with anything else today?
[07:34:52] Patron No you've helped me more than enough, thanks Elaine
[07:35:15] Elaine S (Indian River State College): You're welcome! Thank you for using Ask a Librarian, and
we hope you come again.
Offer Reassurance, Interest, or Approval
Examples:
*Librarian: Okay, I found their site and it looks like
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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.
Other 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
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I need some ideas for how to change up a pixie cut. Make it more girly, and just style it
differently. Thanks!
[12:07:18] Sally B (Lee County) has entered the session.
[12:07:54] Mary K (Leon County): Elizabeth, Sally B at Lee County will be helping us with your question...just a
moment longer while we transfer your request to her! Thanks for your patience!
[12:08:10] Sally B (Lee County): Hi Elizabeth, Looks like we're a tad too busy here for our own good this afternoon.
So let me see what I can help you with.
[12:08:10] Patron: Okay, thank you.
[12:08:29] Patron: Don't worry about it, take your time.
[12:08:34] Sally B (Lee County): Are you looking for book sources or just hoping for some styling ideas online?
[12:08:59] Patron: Online. I doubt there are too many books available. :)
[12:09:34] Sally B (Lee County): I was just thinking of that talented young lady who recently played Marilyn Monroe
and was nominated for an oscar. she had a great pixie cut.
[12:09:45] Patron: I'm looking for ideas along the lines of hats, headbands, things like that.
[12:10:37]Patron: Yes, Michele Williams. :) I got my cut styled after hers! How funny.
[12:11:21] Sally B (Lee County): Ohhhh, so not different ways to comb it out? Hmmm-actually I think you would be
better with books for that. Are you going to make these hats/headbands, etc. No way, you did? That's a crackup!
OK< let me see what I can find.
[12:12:47] Patron: Hey, if you can find books, that would be wonderful! I just didn't think they would be as...I don't
know, available? Fitting? Whatever is easiest for you! :)
[12:17:33] Sally B (Lee County): Well, this sure isn't easy. I think I'm not using the right words to get what I want.
I'm sending you a link to one website that shows little bows and jewelry to decorate a pixie. but hats? Well, that
seems to be a bit harder.
[12:17:41] The librarian is sending you to http://www.girls-hair-fashion.info/2012/03/26/cute-pixie-haircuts-for-kids/.
[12:18:44] Sally B (Lee County): Here's something that looks nice.
[12:18:51]Patron: :) You're having exactly the problem I had. That page was helpful, thank you! I also just found a
blog, http://www.unspeakablevisions.com/ whick is helping me.
[12:18:55] The librarian is sending you to http://www.stylebakery.com/ask-us/hats_for_short_hair.html.
[12:19:26] Sally B (Lee County): Check this one out at syle bakery. You know, I'm also thinking along the lines of a
blog or an online forum.
[12:20:01] Sally B (Lee County): Here's another set of pictures with berets.
[12:20:13] The librarian is sending you to
http://images.search.yahoo.com/search/images?_adv_prop=image&fr=yfp-t-701&va=hats+for+short+hairstyles.
[12:21:04]Patron: Those look great!
[12:21:18] Sally B (Lee County): Not bad, huh?
[12:22:43] Patron: Perfect! Thank you so much! I'm going to let you go, seeing as you're busy, and keep doing my
own personal research, and I'll come back later if I still need help. Thank you, though, for your time!
[12:23:13] Sally B (Lee County): OK, that was fun. Happy hat hunting. I'm feeling a shopping opportunity!
[12:23:53]Patron: :) I'm glad you enjoyed it as much as I did! I'll look for you if I come again. I'm thinking the same.
(wink) Have an awesome day.
[12:24:11] Sally B (Lee County): Thanks, bye now.
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I'm looking for a newspaper article from January 13, 1976, can you help?
09:03:01] You have been connected to Amanda S.
[09:03:10] Amanda S: Hello, welcome to Ask a Librarian. I'm Amanda and I will be
assisting you today from Boca Raton.
[09:03:47] Amanda S: Which newspaper are you looking for? Have you tried any
library databases yet?
[09:04:23] kristi: I have, but found nothing.. it was Naples Daily News
[09:04:33] kristi: they don't keep records that far back
[09:06:01] Amanda S: Yeah, it's really tricky. Let me see if there is a physical library
that keeps those in print or in microfiche.
[09:06:11] Amanda S: Give me a moment to search.
[09:06:30] kristi: great, thanks
[09:08:40] Amanda S: Okay, it looks like the Collier Co library has that on microfiche.
Let me try to find out which branch and call to confirm.
[09:11:32] Amanda S: Calling now.
[09:13:09] Amanda S: Okay, I have an answer for you. You can find 1976 issues on
microfiche at the Naples Regional location. You can contact them at (239) 263-7768
for more information.
[09:13:26] Amanda S: I have their address, as well. Would you like that?
[09:14:04] kristi: I'm in Birmingham AL, so I can't go there.. so I hope that isn't
required.. Thanks
[09:14:43] Amanda S: Well, I would call them and ask if there is any way to get the
information that you need. They will let you know.
[09:14:56] kristi: I will, thanks for all your help!
[09:15:05] Amanda S: Is there anything else I can help you with today?
[09:15:12] kristi: no, that's it
[09:15:24] Amanda S: Thank you for using Ask a Librarian! Have a great day!
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