[Askalibrarianqa] Chat Readings Schedule for May 09

Mon Jul 6 14:59:17 EDT 2009

Hi all,

Here's my four cents worth! :-)

It's so much easier now on the new system where we can isolate our date
and read those transcripts.  I usually read what I can a little chunk at
a time, and if I find something I like I print it up immediately to one
of our printers.  I write in big letters across the top of them brief,
teaching, or detailed-whatever type I deem them to be so I can come back
to it later.  When I am done reading my entire day, I come back to my
printouts and pick from those which ones I will nominate, if any. 

I believe the guidelines (below) are the best thing to use.  I often
find even within our nominations, there are transcripts that have been
nominated that I would have put in teaching instead of detailed, or
detailed instead of brief because the time limits almost dictate that
criteria.  Almost always we would hope that a really good chat is under
15 minutes, but circumstances sometimes prevent that so something might
go on longer than 30 minutes and it would automatically be deemed a
"detailed" chat.   I think anything beyond 45 minutes should not be
nominated.  (IMHO)  At some point you have to know when to let go, just
like when working on a physical reference desk.  

Also, I really look for some indication that the librarian and patron
are continuing their interaction while the librarian is looking for
information, not just the librarian throwing information at the patron.
It's easy to give out good information, but it's not so easy to make
sure that the patron has a grasp of what is being sent.  For those of us
who have been here longer haven't you seen the chats that are just URL,
after URL, after URL?  And the patron just leaves the session.  I like
knowing that the patron has gotten some help, if not the answers.  We
can't always get the right answers, but you can see when an interview is
taking place and also when it isn't.

In a brief chat it can be much simpler as just sending a quick and easy
answer and a patron saying yes, that's it-thank you.  (More or less.)

I think it's interesting that on any given day that is mine to read, I
may have a day that is excellent where I am having a difficult time
choosing because they are all so good, or another day where I can barely
find one or two to nominate.  It really is all about the randomness, but
you get a sense of some of the regulars who have become exemplary at
what they do, like Courtney.

I loathe the ones that say "just Google it" and it is the very reason I
asked to be on this working group in the first place.  Google is a tool
that can be used, of course-but if these patrons knew how they would not
be asking for our help.  If you see any librarian in a transcript that
could have handled something more appropriately, please let Diana know.
We are not here to police, but to educate.

Also, make your nominations directly at the website and when it is time
to vote from all the nominations send your top picks from brief,
teaching, and detailed to Pat.  She has done a fantastic job
coordinating everything.  Thank you Pat, and good luck on your upcoming
"Hot Topics" class.

To be nominated for Exemplary Chat, a librarian should exhibit at least
two of the following criteria:

*	Demonstrate the following qualities: 

	*	Accuracy 
	*	Authority 
	*	Objectivity 
	*	Currency 
	*	Coverage 

*	Perform a reference interview with the patron, asking questions
to clarify the information need. 
*	Answer calls as quickly as possible while staying communicative
with the user. 
*	Try to keep sessions to 20 minutes or less. 
*	Use information from library resources whenever possible.
(Proprietary databases are better than Google or Yahoo.) 
*	Always use a reference source to locate the answer to a question
and always give the caller the name of the source. 
*	If unable to locate an authoritative answer to a question in a
timely fashion, then either get back to the patron in a few hours (do a
follow-up) or refer the question to local library. 
*	Establish and maintain good rapport with patron through 

	*	Word contact 
	*	Enthusiasm 
	*	Empathy 

Chat Types:

*	Brief Chat - 15 minutes or under 
*	Detailed Chat - 16-30+ minutes 
*	Teaching - Uses appropriate technology when possible
(co-browsing, page pushing, or URL pasting) to instruct patron.  Patron
should indicate some learning response through interaction with
librarian. 

Cin D. B.

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________________________________

From: askalibrarianqa-bounces at lists.tblc.org
[mailto:askalibrarianqa-bounces at lists.tblc.org] On Behalf Of Pat Barbier
Sent: Monday, July 06, 2009 12:36 PM
To: 'askalibrarianqa at lists.tblc.org'
Subject: [Askalibrarianqa] Chat Readings Schedule for May 09

Hi Everyone,

  I've prepared a readings schedule including our new members of the QA
Workgroup. I have not included Laurie Hime from Miami Dade College as
she is on session break and will be back in the fall.

Date May 2009

Day of the Week

Librarian

May 18

Mon

Joyce

May 19

Tues

Pat

May 20

Wed

Cindy

May 21

Thurs

Meredith

May 22

Fri

Andy

May 23

Sat

Pam

May 24

Sun

Courtney

May 25

Mon

George

May 26

Tues

Marcia

Again, we agreed to read 50 chats from our day's assignment although
many of us read more if needed. We try and nominate one chat transcript
in each category and if possible find two of the criteria in those
chats. Sometimes, that is not possible, or we may find two in one
category. 

If you have any questions, please don't hesitate to ask. 

I propose that we continue to trade tips on how we read Chats and decide
which ones to nominate. 

  A couple of techniques I use in reading Chat Transcripts are (1) copy
and paste several Chat Transcripts into a Word document that look
promising, making notes on them concerning good points like "good
reference interview," "good interaction with patron,' etc. and  (2)
check the websites shown to the patron or student to see if they are
valid links with useful information. I usually then go back to my Word
document and make choices through a second read through.

Pat

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