Sometimes a local question may be difficult to answer, especially if the librarian is located in another state.
Here is an example of a local question, picked up by an out-of-state librarian:
Patron: what is the current amount that is approved for travel reimbursement for XYZ[acronym changed] employees?
Patron: Is this an appropriate question for this service?
Librarian: Actually no! But maybe I can direct you...
Patron: I can redirect the question to my HR office.
Librarian: Yes, please. Sorry, but I'm in [another state]!
Patron ended chat session.
In this case, the patron was aware that it was a tough question; that is why he asked, "Is this an appropriate question for this service?" The librarian’s response -- “Actually, no!” -- was incorrect. The patron’s question was appropriate; the chatting librarian’s physical location truly does not matter when helping patrons through a cooperative virtual reference service. Here are some tips for sessions like this:
When you pick up a patron, you can find out some information by looking at the Patron Location Information tab in the chat monitor.
Begin each session by scrolling through the Patron Information section found in the lower left corner of the Chat Monitor:
You should scroll down in order to view all of the information provided (patron's email address, the library where the patron accessed QuestionPoint chat, the patron's preferred library to use). Students may indicate which campus they attend, and in a statewide service, the patron may indicate the closest city or county. This information supplements the Policy Page: a student may enter from a statewide portal, such that the state’s generic policy page appears, but the Patron Information may give more specific geographic information.
The clues found in the Patron Information tab and Policy Page will give you an idea of where the patron is likely coming from, but verifying this as part of the reference interview will help pinpoint the locality, if relevant. In the example session above, the patron asked about a specific acronym, arguably relating to a state agency. The librarian could start by verifying what the acronym means, then seeing if there is any information to be found (in the case of a state agency, some information is likely to be on the web).
And, if the information is simply too local and not easily retrievable from a web search, then Follow Up is always an option. Let the patron know someone can respond via email, verify the patron’s email address, and use the Follow Up by Patron Library resolution code. This option enables you to provide good service to Cooperative patrons wherever they may be, even if you aren’t able to immediately provide a specific answer to the question.
Please post your comments here, or email me (Susan McGlamery, [email protected]) if you have questions about the Cooperative policies.
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