QuestionPoint: 24/7 reference services

Session of the Week #7: Journal articles or overviews?

 

When assisting students with their research,  pointing to the library’s databases and recommending search terms isn’t always the best place to start, especially if the search results are too specific for the student’s needs.  In this session, the librarian works with the student to determine the effectiveness of a database search, suggesting more general resources (encyclopedias, etc). The student was delighted and commented (in the post-session survey):  “The person I talked to was extremely helpful! I figured they would just give me advice, but this person actually helped me research! Definitely above and beyond what I expected."

The complete session (anonymized) is below:

Patron: Hello. I'm trying to find a relevant article about a specific organism for my Microbiology paper that isn't as in depth as an analysis of its makeup. Do you have any suggestions to narrow down the results? Thanks in advance!

Librarian: Hello! Just a moment while I look at your question.

Librarian: I'm looking at a list of databases accessible to [name of patron’s library], and I'm wondering which one's you've already tried ...?

Patron: I'm currently on EBSCOHost; I haven't used any of the other databases before.

Librarian:  EBSCO is a vendor of databases, not a database, were you in Academic Search Premier by chance?

Librarian: your complete database list is here: http://www.Library.edu/databases

Librarian: I'm think that overviews might be more useful for you than journal articles, which focus on narrow aspects of topics - can you use online reference works, for example?

Patron:  Yep! Sorry, I normally don't use these, but I've been having trouble finding information on this organism in general, including a general websearch. I didn't notice the top of the screen said Academic Search Premier.

Librarian:  the Oxford Reference online sounds like it might offer subject encyclopedias that would give you an overview of microorganisms

Librarian: what is your specific genus and species name?

Patron:  In response to the second question, yes, my professor just asked us to use credible sources, so I thought searching on be would be a good idea, but they're a tad more in-depth than I need.

Patron: Okay, thank you! My organism is Micrococcus luteus.

Librarian: ok, hang on ...

Librarian: The Oxford entries were not specific to that organism, except a couple of brief references

Librarian: I notice you have access to Scientific American online; their articles tend to be comprehensible to educated readers without advanced degrees, you could try that next (keyword searching by genus and species)

Patron: I checked as well and the only results I found were the genus, not the species (which I can use as well) but they require a paid membership.

Librarian:  they shouldn't require a paid membership if you start at your library's database page: http://www.library.edu/databases

Librarian:  you should be able to get into any database there with your ID and PIN, as explained on this page: http://library.edu/PINs

Librarian:  I might try ProQuest next, although many of their articles are also highly technical - some are not

Patron: Oh, okay, thank you! I wasn't aware of that.

Librarian: hang on, still looking ...

Librarian:  I tried ProQuest, and found over 20 articles with m. luteus as a "subject" (better than searching keywords) but all were rather narrow focus research articles

Librarian: is there a common name for the micro-organism, or something that makes it interesting to laypeople?

Librarian: Wikipedia doesn't seem to think so ... (you can't use them as a source, of course)

Patron: I'm searching through Scientific American and haven't found anything so far. Unfortunately, no really. It's a pretty common microbe, as in it's always on our skin, and doesn't do much unless the person is immuncompromised. The most interesting fact I've found is that is causes the odor in stinky feet.

Librarian: that is interesting, I'm thinking general science magazines (like New Scientist, Discover, or Science News) might mention it in relation to recent discoveries

Librarian: to find those, I'd normally use the big aggregrate databases like Academic Search Premier or ProQuest, but you could try other all-topic databases in the library’s database list

Librarian:  perhaps the health-related databases

Patron:  Okay, I'll start searching some of those then. Thank you! The only website I could come up with was the CDC and they didn't have much unfortunately. I was just at a loss of where to look.

Librarian: in EBSCO you can do a combined database search, and that it improves your chances with obscure topics; look for the "choose databases" link after the database name (top left) of the advanced search screen

Librarian: you'll probably have to wade through a bunch of highly technical citations and abstracts until you can find one that is more general and comprehensible. For general overviews of scientific topics, I usually recommend science (or biology in this case) encyclopedias, which are often in print in the library

Librarian: they're considered credible, if not quite peer-reviewed

Librarian:  with this topic, all I'm finding tonight are highly technical research articles that won't give an overview

Librarian: wait, you have Grzimek's online, that might help

Patron: I think my professor was mainly hinting that she would not be impressed if we used Wikipedia as a source. She didn't seem overly concerned with where it came from, as long as the facts were right. I noticed, the combined databases pulled up over 4,000 results. I never would have thought of a biology encyclopedia, that's a great idea! That was my problem with Academic Search Premier. My target audience is supposed to be someone who has never taken Microbiology, so I have to simplify everything I come across.

Librarian: that explains some things (virtually no instructors like Wikipedia as a source, incidentally)

Librarian: The Grzimek's didn't work because a bacterium isn't an animal

Librarian: you might also try textbooks (but probably not the one used in your class)

Librarian: they tend to simplify and generalize a bit

Patron: I can see why, I've gotten some bad (or just incomplete) information from Wikipedia before, but it's occasionally nice for a brief overview. I tried my class textbook, but like you said, it was too generalized for my purpose. Very true, thank you for all of your help!

Librarian: You’re welcome.  I hope the session was helpful and that you'll use this service again soon! If you provided an email, you will receive a transcript of this session shortly. You may also see a link to a survey, which you may use to rate this service. Thanks!

Librarian coded session for Follow Up 

If you have a session to recommend a session for Session of the Week, or if you have any comments/concerns about any chat sessions, send it Quality [click on the Send to Quality link in the complete session view in the Review Transcripts tab, or email either[email protected] or [email protected]]. Thanks to all who have submitted a SOTW!

Session of the Week #6: Readers’ Advisory success story

Although there are many sites with suggestions on what to read next, it can be tricky for patrons to locate a fondly remembered book when, alas, they don’t remember the author or the title.  In this session, the patron can remember the cover of the book and some key plot points, and the reference librarian uses this, along with information gleaned in the reference interview, to find that book:

Patron: I'm looking for a book that I read about 4 or 5 years ago. I don't remember the title or the author, but I remember that there was a girl on the cover who had on like a simple, dark dress and dark, black hair. I also remember that she was about 16, she was living with her great aunt and uncle because her parents had died...I feel like in some sort of hiking accident. It was during the summer and she ended up getting a job at a bakery. I would greatly appreciate your help in finding this book. Thank you!

Librarian:  Hello, I'm reading your question and will be with you in just a moment.

Librarian: Unfortunately we can't search by cover art or color, so let's focus on what you remember about the story.

Librarian: Did you get the book from your library? Was it a book for kids, teens or adults?

Patron: I got it from my school library, it was for teens. I'm pretty sure.

Librarian: Here is a likely description: When sixteen-year-old Martha Venable Sexton gets a summer job at a bakery, her whole life changes as she finds friends, discovers men, learns to balance individuality with "blending in," and comes to terms with her guardian aunt and uncle.

Librarian:  The title is "M.V. Sexton speaking " and the author is Suzanne Newton

Patron: I think that's it!!!

Librarian: Good! Glad to help.

Librarian: Do you want to check if your public library has it, or are you going to look at school library now?

Patron: Thank you so much! I would like to check if my public library has it.

Librarian: I just checked and did not find it. It is published in 1981, so it might not have survived 33 years in a public library.

Librarian: If your school library doesn't still have it, look into Interlibrary Loan at your public library.

[Librarian sends link to ILL for patron’s public library']

Patron: Okay, thank you so much. I've been looking for this book for ages it feels like.

Librarian: You're very welcome.

Librarian: Bye! It's been a pleasure serving you. If you need further help, please feel free to login again. If you have provided a valid e-mail address, you will receive a transcript of this chat session in your e-mail. Please take a moment to complete the survey!

The patron commented, via the survey: “I had been looking for a book that I couldn't remember the title or author of. Needless to say, I wasn't having much luck finding the book. All I could remember was what the book was about, but just plugging that into search engines wasn't working. I found this and figured it was worth a shot and within a few questions, my book was found! I was elated. This is an amazing tool."

Congratulations to the librarian who, using reference interview techniques and the patron’s library’s readers’ advisory database, was able to locate the book (and sent the ILL form so the patron could read the book once more).

If you would like to nominate a session, send it Quality [click on the Send to Quality link in the complete session view in the Review Transcripts tab, or email either [email protected] or [email protected]]. Thanks to all who have submitted a SOTW!

Session of the Week #5: database access in policy pages saves the day

This session provides a great illustration of how you can help Coop librarians troubleshoot access issues - just provide database access in your library policy page, as the library in the session below did.  This patron was trying, unsuccessfully, to access Net Tutor, a program available at her school through Blackboard.  Thanks to the combination of a clever Coop librarian and a good library policy page, this patron got the help she needed.  In the post-session survey, the patron said “Great librarian.exceptional service and very patient too. Walked me through the entire process. Thank you so much.”

Here’s the complete session:

Patron: How can i access net tutor

Librarian:  Hi [patron’s name removed].Welcome to [name of patron library]. I'm reading over your question and will be with you in just a moment.

Librarian: Can you tell me more about what net tutor is?

Patron: Net tutor is associated with colleges and helps with home work and also classwork. It is like a distant learning.

Librarian: Thanks, I am looking at your library's page now

Librarian: It looks like you need to be logged into Blackboard...are you?

Patron: Ok thank you. Yes i am logged into blackboard

Librarian: I am reading that you need to click "Tools" and should then be able to select "Net Tutor"

Librarian: I am trying to follow in your footsteps and am not finding the "tools" feature

Librarian: let me keep looking

Librarian: Okay, I found it

Patron: ok. I went to tools and after clicking the net tutor icon, it said "this page will load net tutor but when i click ok, it goes back to the home page

Librarian: uh oh, okay, let me try it too

Patron:  thank you

Librarian: I get a message that says "this page will lauch the net tutor" but when I click, "okay" it just goes back to the previous screen. Is that the case for you too?

Patron: yes it is

Librarian: Do you see any additional log in information?

Patron: No. there are no other options

Librarian: okay, that must be frustrating. Let me do a little more searching and see if there is something we are missing

Patron: ok. thank you

Librarian: I don't know if this is it, but I am reading that you first need to log into blackboard and then go to your class, and then click on tools before selecting Net tutor.

Librarian: Is that what you already did?

Librarian: I don't know if it will make a difference....I'll keep looking

Patron: yes. i logged into blackboard then selected English 101, went to tools and then select net tutor

Librarian: Okay, I was able to get in...

Patron:  great.

Librarian: It might be that the page, once you click on that "ok" is being blocked by a popup blocker

Librarian: go back to the tools page and click on the net tutor

Librarian: when you click on "ok" you will see a red or yellow x in the browser's search box on the far right hand side (just below the x where you can close your browser)

Patron: ok. my computer is a little slow but i am trying to get back in

Librarian:  you have to allow the pop up’s, then it will take you back to that tools page, and you can click on it again, select okay, and it should pop up in a new window

Librarian:  okay, let me know if that works

Patron: ok. please don't go yet, i really need your help. thank you

Librarian: I won't go. I want to make sure you can access it :)

Patron: GUESS WHAT!!!!!? i am in!!!!! [librarian name removed], i do not know how to thank you. i have been trying night and day to get in for 3 days. Thanks for your help. i am eternally grateful for you patience. thank you so much.

Librarian: Oh good I am so glad I could help!

Librarian: It's funny because I didn't even see the little pop up blocker either! Just make sure you look for that x and you should get access again!

Patron: so do i do this each time i visit net tutor?

Librarian: I believe so.

Librarian:  You can change your pop up blocker settings but I would just click on that little x each time and allow the pop ups as you need

Patron: Thank you a thousand time. you saved my day. thank you

Librarian: You're welcome! Is there anything else I can do to help you before I go?

Librarian: Okay, well it looks like you're already busy using the net tutor so I'll end this session now. [Librarian sends Goodbye script for Patron’s Library]

 

If you would like to nominate a session, send it Quality [click on the Send to Quality link in the complete session view in the Review Transcripts tab, or email either[email protected] or [email protected]] and I’ll send a compliment to the chatting librarian as well.  Thanks again to all who have submitted a SOTW; I’ll be posting those in the coming weeks!

Session of the week #4: Helping students find quality sources for assignments

This week’s session of the week was submitted by Cindy Pitchon, coordinator of Ask Here PA, the Pennsylvania statewide virtual reference service.  Cindy nominated this session because the chatting librarian:

• Identified the student’s grade level, which is extremely important
• Identified  the student's libraries (not always apparent when patrons enter via a statewide portal site)
• Identified online resource available to  the student from his library and explained how to access the resource
• Offered tips on advanced Google searching and showed student how to construct the search
• Sent reputable web resources, explaining how they can be helpful
• Searched the student's public library catalog for relevant material, sending results and explaining where in library material is located

Thanks to Cindy for her nomination, and for her thorough analysis of this session!  Here is the complete session transcript:

Patron: I need help finding critical reviews on A Study in scarlet. Also finding the impact the book had.

Librarian: Hi, I'm [name removed], a librarian helping to answer questions for your library. I am reading your question now to see how I can help you.

Librarian: OK, is this for a college class?

Patron:  no 12th grade

Librarian:  OK, which library do you have a card number with to use the online article databases from home? Or are you looking for articles on public websites?

Patron: I have both the [name of city] public library and [name of city] high school. Public websites work too?

Patron: I’ve been looking everywhere

Librarian: I see your library has the "Contemporary Authors" database, checking to see if Arthur Conan Doyle is included...

Librarian:  And your library doesn't give our service logins, so I can't check - are you able to see the library homepage in the window next to this one? [sends link to library’s home page]

Librarian: On the upper left under "Resources", you can click on "Databases".

Patron: yes

Librarian:  Then scroll down and click on "Literature", and you see a link there to "Contemporary Authors".

Patron: okay

Librarian: A Google search, using quotes for an exact phrase search, for - "A Study in Scarlet" site:.edu - finds useful college and university webpages on the book, such as: http://www.indiana.edu/~liblilly/holmes/origin.shtml

Patron: i dont see how i can use that link

Librarian:  http://vc.bridgew.edu/cgi/viewcontent.cgi?article=1015&context=honors_proj

Librarian: That 1st link says: "A Study in Scarlet grew steadily in popularity, strongly assisted by the short stories which began to appear in The Strand Magazine in 1891. By 1892 seven editions or printings had been issued."

Librarian: So that is useful for your question about the book's impact.

Patron: okay

Librarian: The last link I sent is to a 32 page honors paper on Sherlock Holmes, and you can search it for the word - Scarlet - to find material about the book.

Patron: Okay thank you

Librarian:  And this page is about the banning of the book: http://bannedbooks.world.edu/2011/08/21/banned-books-awareness-sherlock-holmes/

Librarian: "...a school board in Albemarle County, Virginia, removed the book from its sixth grade reading list over unsubstantiated fears that the author was anti-Mormon."

Librarian:  For more material, you could use books from the library about Arthur Conan Doyle's writing.

Patron: okay thank you. You have been a big help.

Librarian:  And the library has these 85 books: [librarian sends link to search results from library catalog showing Arthur Conan Doyle as the subject]

Librarian:  And these 2 of literary criticism: [librarian sends link to search results narrowing the above search to literary criticism]

Librarian: Those are in the Biography section of the library, and also in the 823.912 shelf call number area.

Librarian: When our session ends you'll see a screen with our chat and any links, that can also be saved, printed or emailed.

Patron: thanks!

Librarian: You're welcome. Let us know if we can be of further assistance.

If you would like to nominate a session, send it Quality [click on the Send to Quality link in the complete session view in the Review Transcripts tab, or email either [email protected] or [email protected]] and I’ll send a compliment to the chatting librarian as well.  Thanks again to all who have submitted a SOTW; I’ll be posting those in the coming weeks!

Session of the Week #3: Taking the patron seriously

This week’s Session of the Week was submitted by Nono Burling, the statewide coordinator of Ask WA.  This chat started off as a potential prank (“do fish poop?”) and became a potential crisis call (“what are the signs of a nervous breakdown because I think I'm having one“).  Nono praised the librarian for taking the patron seriously by sending an appropriate crisis line phone number and following it up with information about the situation (in this case, a link from the Mayo clinic on signs of a nervous breakdown), following the Crisis Call policy to perfection: http://wiki.questionpoint.org/w/page/13839422/247-Policies#453Suicidalpatronsandcrisiscalls.   Here’s the session, with personal information removed:

Patron: do fish poop? also do fish sleep?? my fish seems like it never sleeps.

Librarian: Hello! I'm a librarian from <name of Coop library>. I help out when your librarians are busy. Just a moment while I look at your question.

Librarian: This question about sleep and fish is really interesting...because according to this article at least fish may not have eyelids...

Librarian: http://www.livescience.com/32162-do-fish-sleep.html

Patron: also do they poop?

Librarian: I'll find something on that...

Librarian: Here is one more thing on the sleeping...

http://www.newton.dep.anl.gov/askasci/bio99/bio99047.htm

Librarian: So the answer to do fish poop is yes.

Librarian: Do you want more information, like a website or article on that?

Librarian: Is it a certain type of fish you are asking about?

Patron: Yeah, I have a beta fish and i've never seen him like… go to the bathroom

Librarian: Okay, I am looking to see if I can find anything on that.

Patron: thank you

Librarian: so I found a forum where they discuss what healthy poop might look like from a beta fish...

http://www.bettafish.com/showthread.php?t=50538

Librarian: It sounds like you are not the only one who has wondered this because other people have posted this question.

Librarian: Does that answer your question? Is there anything else I can help you with?

Patron: yeah I'm sorry to bother you but like one more thing what are the signs of a nervous breakdown because i think I'm having one

Librarian: Of course I can find something on that.

Librarian: Do you want information of someone you could call and talk to get help right away?

Patron: no i just need to know some of the signs because I'm not 100% sure but i'm like 60% sure this is a nervous breakdown

Librarian: Okay absolutely.

Librarian: [patron’s name removed], I know you said you don't want a phone number to call, but just in case I am going to give you one.

Patron: okay thank you

Librarian: [Librarian sends crisis hotline number for patron’s state]

Librarian: Do you feel like you are in any danger to yourself or others right now?

Patron: no

Librarian: Okay, let me get back to the signs like you asked for.

http://www.mayoclinic.org/diseases-conditions/depression/expert-answers/nervous-breakdown/FAQ-20057830

Librarian: Let me know if this looks helpful to you.

Patron: yeah it is i'm experiencing 2 out of the 3 things listed

Librarian: Okay, what do you think about me finding a local health practitioner you could talk to right now?

Patron: i think i might call that number

Librarian: I think they would be a good resource...

Librarian: Can I stay online with you until you have them on the phone?

Patron: no its okay I'm going to dial right now thank you for all of your help i really appreciate it

Librarian: The first number I gave you is a suicide hotline number. I think I could help you find another phone number for a nurse or doctor if you think that would help.

Patron ended chat session

Thanks to Nono for submitting this Session of the Week!  If you would like to nominate a session, send it Quality [click on the Send to Quality link in the complete session view in the Review Transcripts tab, or email either [email protected] or [email protected]] and I’ll send a compliment to the chatting librarian as well.  Thanks again to all who have submitted a SOTW; I’ll be posting those in the coming weeks!

Session of the Week #2: Book not at the library? use the policy page!

This week’s Session of the Week was submitted by Frank Wilmot, Denver PL.  Frank praised this session because the chatting librarian used the library’s policy page to help this patron find a book that isn’t at his library.  In this case, the library policy page instructs librarians to suggest the statewide union catalog (Prospector) first, which is exactly what the chatting librarian did. The patron was very pleased and said, in his post-chat survey: “9:00pm on a Sunday night and I get help from a useful librarian. Fantastic!”

Here’s the complete transcript, with personal details removed:

Patron: I'm looking for a copy of [name of book removed]. The database says that the book exists (phew!) but that there are no copies in the system. Does this make sense?

Librarian: Hi I'm [librarian’s name removed]. I am helping out your library as their staff aren't available to chat right now. I'm reading your question...

Librarian: I'm happy to help! I'll check to see what is going on. Sometimes if the last copy of a book is lost, the record stays in the system even with no copies.

Librarian: This may take a few minutes

Patron:Thank you...

Librarian:  That seems to be what has happened. What you could try instead is to request it through Prospector. If you aren't familiar with that statewide request system, more info and the link is on this page

Librarian:  [sends link to Prospector]

Patron:  I'm familiar with Prospector. Thanks much for your help!

Librarian: No problem glad to help

Librarian: Did you need anything else tonight?

Patron: Nope, that's everything. Many thanks.

 Patron ended chat session

Librarian: If you need further assistance, please feel free to contact us again. Thank you for using the service. Goodbye!

Submit your session of the week by sending it Quality [click on the Send to Quality link in the complete session view in the Review Transcripts tab, or email either [email protected] or [email protected]] and I’ll send a compliment to the chatting librarian as well.  We have several other nominations which I will post in the coming weeks – thanks to all who have nominated a Session of the Week, and please keep the nominations coming in!

Quality Tip: Session of the week

Every week I’ll post an exemplary chat session as a way to illustrate our 24/7 Reference Coop policies and best practices.  This one is older (2010), but I love it because:

• The librarian uses a screencast to efficiently convey information to the student on how to find fulltext articles in a database.
• Reference conversation: The librarian went beyond showing the student how to find fulltext articles, asking about the topic and suggesting search strategies.

Here’s the full session transcript, anonymized:

Patron:   Hello. I'm trying to use ebscohost for article research and i don't think I’m doing it right because when I type the subject in the box and hit search it doesn't really give me  articles to read it just gives me brief information on the source. Do I need to be doing something else?
Librarian:    Hi - Give me a minute to read your question …
Librarian:    OK, which EBSCO database are you using?
Librarian:    Academic Search Complete, PSYCHINfo. EBSCO is the vendor, the databases all have names...
Patron:  Not sure I didn't know there was more than one
Librarian:   That might be the key.
Librarian:  So what does it say at the top left of the screen in EBSCO right now?
Patron:      [name of patron’s library] 
Librarian:     what does it say next to he round blue and green EBSCO logo. To the right of that or below it?
Librarian:    after the word "searching" in bold print.
Patron:     Academic search premier
Librarian:  ah HA!
Librarian:  Excellent. That is what I suspected. OK this is good. I have Academic Search Premeir at my college and can walk you through it.
Patron:    k..thanks
Librarian:    so you type something in the search box and  articles don;t come up?
Patron:     Sort of
Librarian:   give me a second. I will send you a link that shows you how OK?
Librarian:    meanwhile, can you tell me more about what happens when you search?
Patron:    I type a subject in let's say "Mikea" and things pop up but they don't seem like articles. The seem like brief descriptions. I need more reliable articles and i don't know how to get more documentation.
Librarian:    ok - watch this teensy video i just made and let me know if helps: http://screencast.com/t/OTU2YjM4Y
Patron:    k
Patron:  Awesome that helps so much thank you!
Librarian:     super! So yeah, you just click on the blue link to get the article. So what kind of search is "Mikea"?
Patron:  It's a tribe in Madagasgar.
Librarian:     Are you finding any useful results with that search?
Librarian:     EBSCO uses this term : MIKEA (Malagasy people)
Librarian:     with the parentheses and everything. I found three on the Mikea but also it is a region.
Patron:     I didn't find so much
Librarian:    this article looks great: "MYSTIFICATION OF THE MIKEA: CONSTRUCTIONS OF FORAGING IDENTITY IN SOUTHWEST MADAGASCAR." by  Poyer, Lin and Kelly, Robert L.
Librarian:     from the Journal of Anthropological Research; Summer2000, Vol. 56 Issue 2, p163
Librarian:     What about the Mikea are you researching? If it is facts and history, you might be better off with an encyclopedia entry.
Patron:   Ya i'm ok now..thanks so much for your help.
Librarian:     OK
Librarian:    did that answer your question?
Patron:     yep!
Librarian:   excellent.
Librarian:  ask anytime :)
Patron:      ttyl
Librarian:   l8r
   Librarian ended chat session.

If you have a chat session you’d like to nominate for Session of the Week, please send it along to [email protected] or [email protected]

Quality Tip: Chat sessions as Early Warning Systems

Early Warning Systems describe the timely provision of information regarding an emerging dangerous situation where that information can point to quick action now, to limit the damage.  There are early warning systems for natural disasters (hurricanes, floods, maybe earthquakes) and potentially lethal health conditions (the early warning signs of heart disease, etc).  But chat sessions from your patrons can also act as an Early Warning System for issues with your library systems.

Stephen Francoeur (Baruch College) pointed this out in his Digital Reference blog a few months ago: http://www.stephenfrancoeur.com/digitalreference/2013/11/25/digital-reference-as-early-warning-system-for-systems-issues/.  A student reported a problem with the links in the library’s fulltext discovery service, using the Ask a Librarian chat service.  Stephen muses that: “Problems like this don’t seem to get reported at the reference desk so much. My theory is that if a student is having a problem, they are far more likely to report it immediately than later on; the only way to reach us immediately is through our digital reference services (we also get some from the telephone at the reference desk).”

There are several ways to encourage users to report issues of this sort (special troubleshooting or problem reporting forms, for example), but the key is to review your chat transcripts.  As Stephen says, “it’s clear we’ve got a really valuable source of feedback about our systems coming in via digital reference channels and we would be well advised to continue paying close attention to that feedback”.  Well stated, Stephen!

Do you have a tip to share?  Email [email protected] or post a comment to the blog.

Quality Tip: Jumping into Sessions and L2L chat

QuestionPoint allows librarians with Administrator or Ask Administrator privileges to monitor any live sessions with their patrons by selecting the “All” tab in the chat monitor then clicking on any session in progress.   This is a nice training tool for admins to assist and mentor librarians new to chat; it provides a safety net (like training wheels) to the new librarian, since the monitoring Admin can send chat messages and web pages directly to the patron in exactly the same way as the chatting librarian.  This is useful in case the new chatting librarian is uncertain of what to do in a live session. 

However, this capability should be used cautiously when the chatting librarian is a non-local librarian and is unaware that you’ve joined their live session with your patron.  Although you may be tempted to jump into a session with one of your patrons, especially if you have local information not available to the chatting librarian, be aware that it is highly disconcerting to the chatting librarian, who is not expecting another librarian to suddenly appear in the session. 

Instead of sending information directly to the patron, communicate privately with the chatting librarian.  See Section 5.4 of the 24/7 Reference Policies for more information: http://wiki.questionpoint.org/w/page/13839422/247-Policies#54nbspJumpingintoSessions.

Librarian to Librarian (L2L) chat between 2 librarians in the same session can be easily done using either the IM tab or Librarian Notes, as follows:

1.  IM: 

The IM tab allows you to send chat messages to any librarian monitoring the same chat queues as you are, including the chatting librarian in the session you’ve just entered.  To send an IM message, click on the IM tab in your chat monitor:

 

Alternative:  From the Librarians list (from the Patron Chat tab), right click on the name of librarian you want to send an IM message to:

Once you right click on a name,  click “Start IM Session”:

This opens the IM tab, where you can select a librarian then send the message.  For assistance using the IM feature, please see our training tutorial:

http://www.oclc.org/support/training/portfolios/discovery/questionpoint/tutorials/using-im-and-xfr.en.html 

2.  Librarian Notes

The Notes tab is in the lower left of the chat monitor and is primarily for the chatting librarian to make notes during a session that will appear to the librarian (in the chat monitor and in the librarian’s view of the transcript) but will not appear to the patron, either during the session or in the patron’s transcript.  The chatting librarian can use the Notes feature to alert the reviewing librarian of anything that occurs during the session which may not be obvious from the transcript (such as Note:  I tried to search course reserves but the link was not working, or Note: I helped this same person 5 minutes ago in another session).

However, Notes can also be used for 2 librarians in the same session to communicate with each other, as this example illustrates:

1.  Chatting librarian Ms Map picks up patron, Ricky:

2.  Admin for Ricky’s library sees the session in the All tab.  When the Admin clicks on the session, Admin will get this warning and must click OK in order to enter the session.  The chatting librarian does not get any notice when the Admin decides to join.

3.  Now the Admin will see all messages between the chatting librarian and the patron.  Note the Admin’s chat monitor indicates “In Conference Mode”.  The Admin may leave the session at any time by clicking “Leave Session”.  This does not disconnect the patron and the chatting librarian.

4.  The Admin may send a note to the chatting librarian using the Notes tab.

The Admin’s note appears to the chatting librarian in the messages area (the same place where patron messages appear).  The note identifies the name of the sender (the Admin), the text is in a different color from the patron messages, and the work “Note” appears before the Admin’s message:

 

This is the first indication the chatting librarian has that a 2nd librarian has entered the session.  The patron does not see this note.  The Admin can use this opportunity to ask for a transfer, or to provide information to the chatting librarian to pass along to the patron.

5.  Both the chatting librarian and the Admin (the jumper) can send messages back and forth using the message box in the Notes tab. 

Warning: The chatting librarian should be careful to respond to notes in the Notes tab, since any messages sent through the usual chat box will also be seen by the patron.

In this example, the chatting librarian sees the note from the Admin librarian (Admin suggests a source for librarian to try), but the chatting librarian replies in the chat box (not via the Notes tab) …

 

Which will potentially confuse Ricky the patron:

Whether you use the IM tab or the Notes feature, L2L chat is a good way for librarians to work collaboratively to provide the best service for all our patrons.

Questions or comments? Please post to this blog or send me an email, [email protected]

Quality Tip: Homework help? Use the policy page homework field

During the school year it’s not uncommon for students to use Ask a Librarian chat services to get help with their homework.  Many libraries have homework guides and resources that can help.  Next time your patron asks about homework help, consult the library’s policy page – there’s a section called “Tutoring/Homework Assistance”.  Look there for homework guides and information about any tutoring services provided by the library.

Here’s an example of a homework help session where the chatting librarian used the patron library’s homework help links, without actually doing the homework for the student:

Patron: hello i need help with my home work

Librarian: Hello and welcome! I am a librarian at [name of librarian’s library]. I am helping out your librarians by answering questions for them right now. I'm reading what you wrote so I can help you...

Patron: ok

Librarian:  Hi there - this is [librarian’s name]. How can I help? Can you tell me more about what you have to work on?

Patron: well, it is my math home work

Librarian: Okay - can you tell me more?

Patron: okay I have 3 challenging questions

Librarian: Okay - I'm afraid I won't be able to do any tutoring or answer your questions, but what grade level? Subject?

Patron: i am in 6th grade and its math

Librarian: Okay - let me take a look at some resources your library may have for you... can you give me just a moment?

Patron: ok

Librarian:  Here are some "math" links from the [patron’s library] kids page: http://Patronlibrarywebsite/math

Patron: ok but i have a question about the library

Librarian: Okay - I don't work for [name of library] but I can try to find an answer for you...

Patron: can i go to the libray tomorrow and get free home work help?

Librarian: Let me see what info there is about homework help...

Librarian: Here's some info I'm finding from [patron library] regarding homework help: [librarian sends link to tutoring at the library]

Patron: ok.  Thank you.

Librarian:  I can ask someone at [patron library] to follow up with you if you'd like by email - do you have an email address?

Patron: yes <email address removed>

Librarian: Okay - I can see if someone at [patron library] can answer your question about getting homework help in the library tomorrow. Sound good?

Patron:  yes ok

Librarian: Great! Can I help with anything else tonight?

Patron: nope

Librarian: Thank-you for using [patron library’s] chat service.

If you have resources for homework help, be sure to include those on your library’s policy page, so the Coop librarians can better assist your patrons!