Monday 8th December 2014
Session 4:
24/7 Reference Cooperative and staffing the
24/7 Reference Cooperative Queue
Susan McGlamery, QuestionPoint & 24/7 Reference
Cooperative Manager
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Training classes
Session 1. December 1st 10.30-11.30.
Introduction to Enquire, what it is, local service, SCL Universal Offers and more.
Session 2. December 2nd 10.30-11.30.
Let's get chatting - chat basics, using scripts, using policy pages
Session 3. December 3rd 2.30-3.30.
Offline worlflow - answering offline questions, referring to colleagues
Session 4. December 8th 10.30-11.30.
24/7 Reference Cooperative and staffing the 24/7 Reference Cooperative Queue
Session 5. December 9th 10.30-11.30.
Administrator training - new user accounts, running and interpreting reports, institution level
information
Session 6. December 10th 2.30-3.30.
Creating local services - Qwidget or full form, ad hoc or permanent and the email form
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Glossary of useful terminology
• QuestionPoint – this is the software that underpins the Enquire service
• Enquire – is the subscription service of 58 library authorities in England
and Scotland participating in collaborative virtual reference
• Chat – online, real time Q&A sessions
• Offline – a chat session to be answered more comprehensively by email
later, or referred by our UK and US partners locally
• OCLC’s 24/7 Reference Cooperative - US Libraries who cover Enquire
when UK staff are not online, supplemented by OCLC backup staff
• Local Services – these are configurable services over an above the
Enquire stream, so use locally however you wish
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Agenda
1. Introduction to the 24/7 Reference Cooperative
2. Who are the patrons?
3. Best Practices
1. Get off to a good start
• Pick up patrons promptly
• Cooperative greeting: setting expectations
• Understand the query
2. Send appropriate resources
• Identify the resources available to the user (policy pages)
• Pushing pages
3. Have a happy ending
• Final Satisfaction Q
• Follow up
• Ending the session
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24/7 Reference Cooperative
1.
2.
3.
4.
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What is it?
Purpose of the Cooperative
Who are the patrons?
Overview of Coop policies and Best
Practices
Libraries as partners
Enquire works due to the commitment and
loyalty of the subscribing authorities.
We are all cogs that contribute to a national
virtual reference presence for libraries
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Mission of 24/7 Coop:
• The mission of the 24/7 Reference Cooperative (the
"Cooperative") is to provide high-quality information to the
communities served by the cooperative network of member
libraries (the "Members") in the most efficient manner
possible.
• You are standing in the shoes of the Coop library (just as that
library stands in your shoes, when you are offline)
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What patrons say about QP …
“Thanks for
being available
24/7.”
“This service is
wonderful !!! The
librarians are so
helpful and very
nice. Please don't
ever discontinue
this service.”
“9:00pm on a
Sunday night and
I get help from a
useful librarian.
Fantastic!”
“I will definitely
be using this for
the rest of my
academic career in
high school and
college!”
Denver Public library
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CONFIDENTIAL – NOT FOR
DISTRIBUTION
8
Who are the patrons?
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Who are the patrons?
No national US service, instead many (but not all)
libraries belong to a statewide or regional service
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Statewide/Regional Global Group Customers
Statewide services:
MD, MN, PA, WA, OR, NY
QP Statewide Services
De facto QP Statewide Services
States with QP public libraries
Alaska
Washington
Montana
Maine
North Dakota Minnesota
Oregon
Idaho
VT
NH
MA
Wisconsin
Wyoming
South Dakota
New
York
Michigan
Iowa
Penn
Ohio
Nebraska
Nevada
Utah
Illinois
Colorado
California
Arizona
New
Mexico
Kansas
Oklahoma
WV
Missouri
VA
NJ
DE
MD
DC
KY
Tennessee
Arkansas
N Carolina
SC
MS
Texas
Indiana
RI
CT
AL
Georgia
LA
FL
Hawaii
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11
US vs UK
• Language: spelling, idioms
• Education: Grades not key stages
• Government:
• Not accessed through local government –so ‘local questions’ are mainly about
their library (renewal, holds, circ record)
• Instead of local councils, it’s City Hall (with mayors)
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Language
• Spelling:
• -er, -or, -og in US is –re, -our, -ogue in UK
• US: catalog; UK: catalogue
• Words (jumper, chips, etc)
• Idiomatic Expressions
• See http://www.macmillandictionary.com/options.html
• Tip: If you aren’t sure, ASK for more information or RE-STATE the
question, to clarify
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Education.
Unlike our Key Stages, the US uses a Grade system:
Grade structure
Age Range
US Education
Level
UK Comparison
1st Grade
6-7
Elementary
Year 2 Primary
2nd Grade
7-8
Elementary
Year 3 Primary (Key Stage 2)
3rd Grade
8-9
Elementary
Year 4 Primary
4th Grade
9-10
Elementary
Year 5 Primary
5th Grade
10-11
Elementary
Year 6 Primary
6th Grade
11-12
Middle
Year 7 Secondary (Key Stage 3)
7th Grade
12-13
Middle
Year 8 Secondary
8th Grade
13-14
Middle
Year 9 Secondary
9th Grade
14-15
High
Year 10 Secondary (Key Stage 4)
10th Grade
15-16
High
Year 11 Secondary
11th Grade
16-17
High
Year 12 College
12th Grade
17-18
High
Year 13 College
• Tip: Use the subject guides under Homework Help in the wiki to get started:
http://wiki.questionpoint.org/Homework+Help
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Common types of questions
• Homework help
• Related to individual library: circulation record, policies on
returning books, ebooks
• College students who are using the local public library
resources
• Fewer questions about local council issues
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Who is the patron?
• Preview patron information
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Who is the patron:
Info Tab and “Policies” link
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Info tab in chat monitor
Where is this patron from?
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From the Patron form
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Policy Page: click on “Policies”
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Public Library Policy Page
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Policy Pages
• Template for each library in the Cooperative
• Information about your library to assist other libraries to
answer your patrons’ questions
• Be sure it is up to date
• All policies within the same group are linked via drop down
list
• For policies of groups other than those you’re monitoring,
“Search Policy Pages”
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24/7 Coop Policies
and Best Practices
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How to answer a Coop question
1. Policy page: to determine what library resources are
available to that patron
2. Engage with the patron:
Clarify the question
Feedback: ask patron if this answers the question
Final Satisfaction: before closing, ask if patron needs anything else
3. Use Follow Up by Patron Library resolution code (and be sure
the patron has left an email) if you can’t provide a complete
answer
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24/7 Coop policies and best practices
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Coop Policies
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Best Practices
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24/7 Policies and Best Practice documents
• http://wiki.questionpoint.org/247-Policies
• http://wiki.questionpoint.org/247-Best-Practices
• Find them on the QuestionPoint homepage or on the Enquire Staff Pages – Help guides, hints & tips
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Best Practices for Cooperative Reference
1. Get off to a good start
• Pick up patrons promptly
• Cooperative greeting: setting expectations
• Understand the query
2. Send appropriate resources
• Identify the resources available to the user (policy pages)
• Pushing pages
3. Have a happy ending
• Final Satisfaction Q
• Follow up
• Ending the session
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1. Getting started: Select all queues available
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How many librarians are on duty?
What do the numbers mean?
1 queue: Local queue only
9 queues: Local service plus Enquire
40+ queues: Local service, plus Enquire plus 24/7
Reference Cooperative
130+ queues: QP Backup staff – monitoring Public
Libraries and Academic queues for everyone in
coop. They should answer as a last resort
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When a session comes in: Pick up promptly
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Get off to a good start: Greeting
• Send a greeting immediately:
• Hello, my name is Mark, and I'm a reference librarian in the UK. Your
library and my library are part of a cooperative service, and I am
helping out your library as their staff aren't available to chat right now.
I'm reading your question...
Or
• Hi, my name is Jane and I am from the xxx library in the UK. I am
reading your question now…
Or
Some libraries have a greeting script, using the name of their service,
which you could adapt
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Greetings Tips
TIP: Don’t use the Enquire greeting (ie “Welcome to Enquire, the national
reference enquiry service)” with non-Enquire patrons!
Using a greeting stating that you are answering from the UK on behalf of the
patron’s library sets expectations for both parties:
The patron may be more willing to offer a greater explanation and as the
answering librarian, it may be that you need to ask for more information
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Understand the query: REFERENCE INTERVIEW
• Ask at least ONE question, even if it is just to clarify what the patron
needs
• If you are unsure what the patron needs, just ASK
P: What is the turnover of Tree of Life?
L: Could you tell me is Tree of Life some sort of business ? thanks
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Example: Reference Interview
Patron: Facts on Tornado Jarrell, Texas.
L: Hello, thank you for your question. I'm [Pat] from
[name of library] in the UK covering the 24/7
Cooperative. I'll see what I can find. Do you know
when this tornado happened?
P: 27th of may 1997 im pretty sure
L: Here's some information. I will also keep looking...
[L sends webpage from NOAA]
L: Here are photos taken shortly after the tornado...
[L sends webpage]
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2. Send Appropriate Resources: Policy Page
• Use the policy page to determine what resources are available
• Users expect that Qs can be answered by whomever picks up the
chat, including Qs about the library
• Many local questions can be answered using the policy page:
• Does the library have this book/article?
• Locating resources using library databases (a card number or
password is often available for chatting librarian’s use only)
• Policies on overdues, fines, fees, returns
• TIP: if the info is not on the policy page or library webpage, verify
patron’s email and code Follow Up by Patron Library
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Finding the User’s Library/location:
Policy Page; Info Tab
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Answer from the perspective of the patron’s library
• Patron: does the library have a microfiche reader so I can access
information about theatre history
• Librarian: Do you use the New York public library?
• Patron: New York Library of Performing Arts please
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Example: Patron Information Tab
• P: My boyfriend needs to take an MCAT practice exam that will take
around 5 hours. Would he be able to come to the downtown library,
with his laptop, to use the internet? Thank you
• L: Hello, thank you for your question. I'm [Tom] from [name of
library] in the UK covering the 24/7 Cooperative. I'll see what I can
find. Which is his local library?
• L: Is it Seattle Public Library?
• P: The central library in Seattle, WA
• P: yes
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Individual libraries
• Most, but not all, of the libraries within a statewide group have their
own policy page
• All policy pages of a consortia are grouped together
• Many libraries in the 24/7 Coop are not part of a group:
• New York PL, Brooklyn PL, Queens PL are all in New York City but
are 3 separate library systems
• None of those 3 is part of Ask Us 247, which is a group in New
York State (e.g., Buffalo, Syracuse, et. al.)
Don’t make assumptions based on the queue name: check the
policy page first, and ask if the patron if you are unsure
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User goes to statewide service, Ask Here PA
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Statewide Policy Page
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Individual PA public library policy pages are grouped
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Or, user came through his local library (Philadelphia)
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Policy Page link connects to that library’s policy page
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Policy Pages for (practically) everything
• Link to library catalogue and databases
• Subject guides, arranged by topic (if available)
• Homework help resources such as tutoring
• Circulation:
• Fines, fees, holds
• Interlibrary loan and purchase suggestions
• Troubleshooting tips for PINs, etc
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Example: Policy Pages
P: Does the library have wireless access?
L: According to their policy pages: 'Wireless access is provided
at every branch with no time limits. No passwords required'.
P: perfect
P: thank you
L: You're welcome!
L: Here's additional information...
L: Thank you for contacting the 24/7 Cooperative. I hope you
will use the service again soon. It would be very helpful to us if
you would complete the survey. Goodbye.
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Dealing with US school kids
• Provide resources without doing their homework for them
• Some Coop libraries have scripted messages for homework
help and/or subscribe to an online tutor service (see policy
page and/or library scripted messages)
• Look on policy page for library’s homework sites/guides
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Send appropriate resources: Homework Help
• 30% to 40% of use of VRS in US is probably from school age kids (9
y.o. to 17 y.o.) doing homework
• “Class bombs” can occur
• consult “rude patrons” policy [section 4.5.1 of Policies]
• Several statewide groups (i.e. PA) promote heavily in the schools
• Tip: Look at library’s policy page for Use Homework Help section in
the Ready Reference wiki to find good US homework sites
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Homework help? Use the Policy page
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For information on a topic:
Many libraries have subject guides
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Problem patrons
• Worst case scenarios: Rude, nonsensical, or swarming
• Rude Patron policy: section 4.5.1 of the Coop Policies
• http://wiki.questionpoint.org/247-Policies#45TypesofPatrons
• Positive: "I would appreciate it if you didn't use that kind of
language if we are going to continue”, not
• Negative: "we don't tolerate that kind of language”
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3. Ending the session
• Before closing, ask the patron if the question has been answered (“Does this
completely answer your question?”) or if additional information is needed.
• If the request cannot be adequately answered during the session, code the session
for Follow Up
• If Follow Up is needed, before ending the session:
• Verify email address
• Ask for deadline
• Send Goodbye message from Patron Library, not Enquire (if no good bye script,
just thank the patron for using the service)
• Never add descriptive codes to a 24/7 session, the local library will add them as
appropriate to their institution
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Resolution Codes
• Answered: no additional information is needed by patron.
• Follow Up by Patron's Library: In most cases, use this code
anytime followup is needed.
• Lost Call: If the patron never responds and does not have an
email address. Do not use Lost Call if the patron left an email
address; instead, use Follow Up by Patron's Library.
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Assign Resolution Code; Do not
use descriptive codes for non-Enquire patrons
The only 2 Resolution codes to use are:
Answered – you consider it answered
Follow up by Patron’s Library – sends it back to the
patrons local library for follow up. You do not do
offline research for 24/7 sessions
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Disconnected Patron:
Section 4.4.2 of Policies
• L: I haven't heard from you in a while. If you need anything else
please come back to us. Thank you for contacting the 24/7
Cooperative. I hope you will use the service again soon. It would be
very helpful to us if you would complete the survey. Goodbye.
• What resolution code should the librarian use?
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Going deeper into their site via Policy Pages:
example
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Sample session
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Patron info tab
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Librarian checks patron’s catalogue…
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Subject browse for author
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Search by author name
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Keep the patron informed of
your progress
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Librarian finds item
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Librarian sends link to book, asks for feedback
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Reply from librarian re catalogue problem:
• Message from Nancy Buck (ADMIN): Thank you, yes, there IS a problem with the
catalog at the moment! Great that you caught that! --Michele, Grateful Librarian in
Virginia, USA
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Quality
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Quality assessments:
support-uk@oclc.org
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In the question –Refer To– box pick as follows and type in a comprehensive assessment
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However, we also get it wrong: the most often cited issues
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Working through a specific question:
http://www.librarything.com/venue/76548/Chilton-Public-Library
databases...tiffin@oplin.org...including
tiffin@oplin.org
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Working through the query:
https://www.spl.org/using-the-library/get-help/ask-a-librarian/ask-alibrarian-chat-form
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Click on Databases in the header (the header reflects completed information)
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Following the link from Databases, A – Z list:
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https://www.spl.org/library-collection/articles-and-research/databases-a-z
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http://wiki.questionpoint.org/w/page/13839421/247-BestPractices
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And this is what one of you said after their
first question:
• I've just finished my first 24/7 session!! It was great!! I
managed to answer one question, pointing a library user to
their appropriate website. The sense of achievement. The
sense of power!! Of nation talking to nation!!!
Er, I'm going to lie down in a darkened room for a little while....
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Questions about this
presentation?
If you have any queries about this, or any other
presentation, please email, detailing which presentation it is
you have a question regarding to:
support-uk@oclc.org
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