Quality Top 10

The Quality team reviews all sessions sent to Quality, and periodically conducts reviews proactively. Quality review consists of comparing a session transcript to the Best Practices for 24/7 Reference Cooperative Sessions [see http://questionpoint.org/policies/bestpractices.pdf ]

Here are the top 10 issues that Quality has found after reviewing transcripts:

1. Resolution Codes were not used correctly

2. Policy Page was not used

3. Hello Message did not comply with Best Practices #2 (Greet the Patron):

4. Reference Interview was not done or was insufficient

5. Picked Up Too Soon--local librarian was monitoring

6. Search Strategies: didn't recommend or could have done a better search

7. (tie)

a) Abandoned Calls: no librarian picked up the call (session time 0, wait time 0)

b) Tone/Phrasing: Abrupt/argumentative tone or used negative phrasing; chat did not follow interpersonal guidelines in Best Practices

8. Final Satisfaction: did not ask "Can I help you with anything else" before closing

9. Obtaining Email: sent to followup without asking anonymous patron for email address

10. (tie)

a) Goodbye Message: not used or wrong one sent (mentioned different library service name)

b) Incorrect Information given to patron

It wasn’t all complaints: we get lots of compliments sent to Quality too. Compliments could be placed 5th on the list if we included those.

If you aren’t sure how to send a session for Quality to consider, please consult the 24/7 Policies at: http://questionpoint.org/ordering/cooperative_guidelines_247rev3.htm#6

Thanks to everyone who has sent comments to Quality. Please add your comments regarding the above, or if there are issues you frequently encounter when reviewing transcripts.

 

Susan McGlamery

Cooperative Manager

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Comments

[Stephen Francoeur]

One thing that I notice a lot is that librarians assume that online journal access is always indicated in the catalog. At the library at Baruch College, we still rely on a system separate from the catalog. Although this is clearly indicated on our policy page and on our library web site on multiple pages, I often see librarians assuming that what is the same at their library must be true of all libraries.