[Askalibrarianqa] Exemplary Chats for April 2009

[Todd, Andrew]

Welcome Courtney, George, Meredith and Marcia! If you haven't read the
guidelines yet, they are a good place to start. Here they are below:

Exemplary Chat Guidelines

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. 

The guidelines are located on the AAL website under Exemplary Reference
Awards. I'll try and think of  some more tips/suggestions...

Again, we're glad you're on the team!

 

Andy

 

Andrew Todd
UCF Librarian
BCC/UCF Joint-Use Library
Building 12, Rm 121
1519 Clearlake Road
Cocoa, FL 32922
(321) 433-7878

 

From: askalibrarianqa-bounces at lists.tblc.org
[mailto:askalibrarianqa-bounces at lists.tblc.org] On Behalf Of Pat Barbier
Sent: Monday, June 29, 2009 12:48 PM
To: 'askalibrarianqa at lists.tblc.org'
Subject: [Askalibrarianqa] Exemplary Chats for April 2009

 

Hi Everyone,

  Below are results of voting for April 2009 Exemplary Chats. Although
we do not award members of the QA Committee Exemplary awards, since
Courtney was not a member when these chats were nominated, I think it is
okay to extend the award to her for Exemplary Teaching Chat for April
09.

 

Our welcome to our new members of the QA Workgroup: Courtney Moore,
George Pearson, Meredith Semones, and Marcia Stepanek!

 

I will be sending a Readings list soon, but before we begin reading for
May 09, how about the members who have been with the workgroup for a
while offering some suggestions on "how to read chats."

 

Pat

 

 

Exemplary Brief Chat

EllenB  Miami Dade Public Lib. 130296792

Ellen B. was confronted with a complex question concerning possible
commercial use of photographs from the Florida Memory website. Ellen
scoured the website for guidance on the guidelines for use of the photos
and found a disclaimer that would lead the patron to seek legal
clarification before using the photos. Ellen B. was able to help the
patron in navigating the website to find the issue on the use of the
photos, but she also tactfully referred the patron to a lawyer for a
legal interpretation. 13 min.

 

Exemplary Detailed Chat

Regina S.Valencia 131245466 

Regina explained to a student what peer reviewed articles are. Then, she
kept in close touch with the student who needed to be taken through the
steps of finding the subscription databases for her college. Regina led
the student through the process although she works at a different
college library, and she recommended a quality database where articles
on the student's topic would be found. Regina's careful instructions led
the student to her college's resources. 26 min

 

Exemplary Teaching Chat

Courtney Moore Winter Park Pub 131788763 

Courtney showed a patron how to use an ebook despite technical
difficulties. Very patient, good rapport. Patron was quite pleased and
even said "Even I know thi(s) is your job You are doing more than that"

 

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