We usually present the Top 10 Quality issues at the beginning of the year, for the preceding year. However, by popular demand, we are presenting a 6 month snapshot of the Top 10 Quality Comments for the first half of 2011. This list reflects the issues most often reported by Cooperative librarians about other librarians in the Cooperative. The issues most cited by reviewing librarians, listed in order of frequency, are:
1. Policy Page
Librarian does not check the policy page. This inference arises when the information provided in session by the librarian either ignores or contradicts the information provided on the patron library’s policy page. This was also the most often reported issue in 2009 and 2010.
2. Resolution Code
Incorrect resolution code is assigned. Often this is because of incorrect use of the “Lost Call” code. It also arises when the librarian tells patron that another librarian will follow up, then codes as Answered, or librarian codes session for Follow Up when patron did not leave an email address.
3. Reference Conversation
Librarian does not properly clarify the question or otherwise engage in the “reference interview”, thus risking miscommunication with the patron.
4. Incorrect information was provided in the session.
This issue is often used in conjunction with other issues, for instance if the librarian provides incorrect information regarding a library policy (many times, this happens when the chatting librarian provides an answer based on his own library policies rather than those of the patron’s library: we may code this issue as both “policy page” and “incorrect info”). Another example: patron was looking for books by “Chuck Palahnuik”; librarian searched using this spelling and found nothing – because the author’s name is incorrect (it should be Chuck Palahnuik)
5. No Searching (tie for 5th):
Examples include: patron queries whether the library owns a known item and the librarian tells patron to contact the library rather than searching the library catalog and/or databases.
5. Source Choice (tie for 5th)
This issue arises when librarian could have sent better sources (i.e. more authoritative, more current, more appropriate to the patron's level). For example: Librarian does a Google search or sends a wikipedia article for queries that could better be handled by reference to the library’s online databases or catalog.
6. Descriptive Codes
Cooperative librarian assigns a descriptive code to a non-local question (i.e., a session with a Cooperative patron). Descriptive codes should only be assigned to sessions with your own patrons.
7. Compliments!
Yes, we get compliments and we love passing those along. If you think a Cooperative librarian has done a nice job with one of your patrons’ questions, please send it to Quality. We will pass the compliment along to the chatting librarian, and this helps us keep track of our star libraries. So, don’t hesitate to send a compliment!
8. Abrupt Ending
This issue arise when the patron is non-responsive patron and the librarian ends the session without waiting 5 minutes. It can also refer to times when librarians end the session before it appears that the patron is ready to do so.
9. Contact/Followup Option
With questions of a local nature, the Cooperative librarian may be unable to provide a complete answer to the patron. This is almost always the case when patrons have circulation issues, problems with their library card, etc. Unfortunately, some librarians tell the patron to “contact your library” rather than giving the patron the option to call the library (in which case the chatting librarian should provide the correct phone number, as per the policy page) or offering to code the session for Follow Up.
10. Search Strategies
Librarian’ does a search for information, but fails to find the information requested due to a faulty search strategy. This issue also arises if the librarian does not provide assistance in how to find articles (provides no search strategy for a database).
Thanks to all for using the 24/7 Reference quality process! By sending sessions to Quality, you not only help us provide guidance when needed to the Coop librarians, but you also help us track issues both for individual libraries and the Cooperative as a whole. If you have questions about quality, don’t hesitate to email me at [email protected]
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