When someone takes the trouble to contact a librarian, we should be sure we do our best to provide useful information to that person – information they can use. A response that is perfect for patrons inside the library may not be as ideal for virtual patrons.
Here is an example:
Patron: who was louis xiv of france what were his goals was he successful [sic]
Patron: to what what extent was he sucesful
Librarian: you should begin with an encyclopedia - and then use the history databases in your library.
Patron: i dont have aces to either
Librarian: Your library has a book called Age of Louis XIV and it is on the shelf. The call number is Call Number: DC125 .P3 1962B
Patron: fine thanks for your help
Librarian: You are welcome.
The librarian did a great job by pinpointing a helpful resource inside the library. But is the patron inside the library? In fact, this patron stated that he didn’t have access to library databases or encyclopedias, indicating he is probably not in the library and possibly not affiliated with the library site he used to contact the virtual reference service.
Here are suggested ways to approach this session:
- This patron indicated he didn't have access to databases or an encyclopedia. Why not? The librarian could find out if the patron is affiliated with the site used to ask the question. If this patron arrived via a link on an academic site, is he not a student at the college? Or, is he simply having trouble logging into a database? If a public library user, information about the databases and resources available remotely from his library would be useful, even if he doesn’t have access at the moment. Does he live somewhere other than the place he used the VR service? These issues could be settled by having a conversation with the user, rather than simply sending him a citation.
- Since the patron said he didn't have access to encyclopedias/history databases, try sending the patron some good Web sites on the topic. There are online encyclopedia alternatives, such as Encarta, that could get the patron started: http://encarta.msn.com/encyclopedia_761572792/Louis_XIV.html
- In addition, there are several useful bibliographies on college Web pages that list numerous sources on Louis XIV, available freely on the web, that could provide additional information. A reference interview would help determine if this is for an assignment and grade level. This would help in determining what type of resource to send.
There are other issues to point out (the recommended greeting wasn’t used; there was not a “final satisfaction” question, etc.) It is wonderful service to refer the patron to a book at the library, but the key is to provide the online patron with resources appropriate to their information request. To do that, engage the user in conversation and listen to what they say, then respond accordingly. This will help us give the user what they can really use.
Questions or comments about this post? Other suggestions on how to approach this session? Comment below or email Susan McGlamery at [email protected]
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