This is Why I Got into Library Work: how virtual reference IS the future of libraries Julie Strange Jess Chaiken Stephanie Petruso Kendra Frost MLA 2009

getting back to basics Julie Strange | MLA 2009

people + community

“ ” This is stuff we used to dream about. It's just incredible

To: 246246 Msg: send AskALibrarian what are the library’s hours this weekend? AIM / SMS HACK!

SMSreference

library h3lp

Can people add content (comments) to your website?

Do you exist where people are? (like Facebook?)

jump right in

AUN and its Special Libraries Because some questions are… Jess Chaiken

Who knows what? Public and academic libraries are already a wealth of information, but some questions need expert help Legal questions Health questions In-depth/subject specific research Unusual documents, rare books, hidden reports

Public and academic libraries are already a wealth of information, but some questions need expert help

Legal questions

Health questions

In-depth/subject specific research

Unusual documents, rare books, hidden reports

AskUsNow Special Libraries Maryland State Department of Natural Resources Library Maryland State Law Library Maryland State Library for the Blind and Physically Handicapped National Agricultural Library National Rehabilitation Information Center Pathfinders for Autism

Maryland State Department of Natural Resources Library

Maryland State Law Library

Maryland State Library for the Blind and Physically Handicapped

National Agricultural Library

National Rehabilitation Information Center

Pathfinders for Autism

We do things a little differently around here… With one exception, the special libraries do not use the chat queue. Participating libraries use their own info request forms OR A hosted form on Question Point Exception: MD Library for the Blind and Physically Handicapped monitors the Public chat queue on Friday afternoon.

With one exception, the special libraries do not use the chat queue.

Participating libraries use their own info request forms OR

A hosted form on Question Point

Exception: MD Library for the Blind and Physically Handicapped monitors the Public chat queue on Friday afternoon.

MD Law Library Initially picked up 10 to 12 ?s per month, either referred directly or from shared follow-up. Has seen dramatic decrease in referred questions as public and academic librarians become more confident and familiar with the subject.

Initially picked up 10 to 12 ?s per month, either referred directly or from shared follow-up.

Has seen dramatic decrease in referred questions as public and academic librarians become more confident and familiar with the subject.

Questions for NARIC Hi! I am a tenth grader and we are doing research papers now. the topic I picked is Prosthetics. I would like to know if you have any book available on the development of Prosthetics. please e-mail me back if you do. Thank you and have a good night! I need information about endorphin deficiency syndrome

Hi! I am a tenth grader and we are doing research papers now. the topic I picked is Prosthetics. I would like to know if you have any book available on the development of Prosthetics. please e-mail me back if you do. Thank you and have a good night!

I need information about endorphin deficiency syndrome

Special Libraries Need More Love As of April 09, special libraries receive very few requests through the service. AUN has a plan to increase visibility: Each of the Special Library partners would create an email web form that would be hosted by QuestionPoint. Libraries and community directories link to or embed these web forms in appropriate sections of their websites. For (a very basic) example: the Baltimore County Public Library website has a page on Health Resources that could provide a link to NARIC's email web form that would be answered directly by NARIC. Visitors with specific questions can go directly to a reputable information source (not that our fabulous librarians aren’t reputable!).

As of April 09, special libraries receive very few requests through the service. AUN has a plan to increase visibility:

Each of the Special Library partners would create an email web form that would be hosted by QuestionPoint.

Libraries and community directories link to or embed these web forms in appropriate sections of their websites. For (a very basic) example: the Baltimore County Public Library website has a page on Health Resources that could provide a link to NARIC's email web form that would be answered directly by NARIC.

Visitors with specific questions can go directly to a reputable information source (not that our fabulous librarians aren’t reputable!).

Then bring it back home At NARIC, we routinely refer our call-in patrons back to their local library as a great source. Half of our callers say “Hey, I didn’t think of that! Thanks!” The other go there regularly

At NARIC, we routinely refer our call-in patrons back to their local library as a great source.

Half of our callers say “Hey, I didn’t think of that! Thanks!”

The other go there regularly

Teachable Moments Stephanie Petruso

What is the Teachable Moment? It’s the moment of educational opportunity: a time when a person, especially a child, is likely to be particularly disposed to learn something or particularly responsive to being taught or made aware of something. -MSN Encarta

Why is it Important? This may be a patron’s only interaction with a librarian. They likely reached out to you because their own searching did not work. Without judgment, tell them how they can do it better. Most patrons and students want to learn.

This may be a patron’s only interaction with a librarian.

They likely reached out to you because their own searching did not work.

Without judgment, tell them how they can do it better.

Most patrons and students want to learn.

Recognizing the Teachable Moment I already Googled it! My teacher says we can’t use the internet. There’s nothing on the internet about…!

I already Googled it!

My teacher says we can’t use the internet.

There’s nothing on the internet about…!

Involve Them in the Process “Do you need a webpage, a book or a journal article?” Let them know the choices that are available. Tell them about the subscription databases their library offers. How to access Why they’re better

“Do you need a webpage, a book or a journal article?”

Let them know the choices that are available.

Tell them about the subscription databases their library offers.

How to access

Why they’re better

What Qualifies? Showing them how to log into a database and explaining why they would want to. Giving a quick explanation of Boolean searching. Don’t just send them search results. Tell them how you got there. Explaining why something is an authoritative source.

Showing them how to log into a database and explaining why they would want to.

Giving a quick explanation of Boolean searching.

Don’t just send them search results. Tell them how you got there.

Explaining why something is an authoritative source.

Sneak Attack Hey, did you know…? I found a really good site. This is why it’s better than the others… Your library subscribes to some great resources that may be useful…

Hey, did you know…?

I found a really good site. This is why it’s better than the others…

Your library subscribes to some great resources that may be useful…

Be Succinct Chat environment usually means patrons want to save time. If you try to teach too much, you’ll likely lose them. Small amounts of carefully chosen info will have greater impact.

Chat environment usually means patrons want to save time.

If you try to teach too much, you’ll likely lose them.

Small amounts of carefully chosen info will have greater impact.

The Payback Patrons learn to come to you when they are overwhelmed or stymied by what’s on the internet. Patrons become more capable of doing effective searching on their own. They walk away from their computers with more than just the answer to a reference question. Marketing your library and its services

Patrons learn to come to you when they are overwhelmed or stymied by what’s on the internet.

Patrons become more capable of doing effective searching on their own.

They walk away from their computers with more than just the answer to a reference question.

Marketing your library and its services

Dancing in the Dark Kendra Frost

Suspicious Openers Suspicious Screen Names: Ivana Humpalot/aominous/Haywood Jablowme Was thomas jefferson immortal? Does Santa Clause exsist? What is the point of life? Is this confidential? Can you tell anyone. This is a huge secret. How many arms can people have? Why are testicles round? What is a dick?

Suspicious Screen Names:

Ivana Humpalot/aominous/Haywood Jablowme

Was thomas jefferson immortal?

Does Santa Clause exsist?

What is the point of life?

Is this confidential? Can you tell anyone. This is a huge secret.

How many arms can people have?

Why are testicles round?

What is a dick?

Provider Behavior Guidelines Picking up promptly Scripted greeting Use customer’s name if given Identify oneself

Picking up promptly

Scripted greeting

Use customer’s name if given

Identify oneself

Demonstrate Interest Short responses Use of ellipsis...to break up longer thoughts and keep patron engaged Encouraging comments

Short responses

Use of ellipsis...to break up longer thoughts and keep patron engaged

Encouraging comments

Demonstrating Interest Patron: Does Santa Claus exsist? Librarian: hi - well, it's an interesting question Patron: thanks Patron: What is the point of life? Librarian: Who knows? Patron: Oh that helps. Not

Patron: Does Santa Claus exsist?

Librarian: hi - well, it's an interesting question

Patron: thanks

Patron: What is the point of life?

Librarian: Who knows?

Patron: Oh that helps. Not

Listening | Answering | Inquiring Patron: Was thomas jefferson immortal? Librarian: I’m not sure what you mean by your question Librarian: One could say that he… Librarian: …is immortal but it’s a matter of opinion Can you explain what you need to know please Patron: does he have a big ol dick Did he invent the lightbulb Librarian: If you have a question for us, please rephrase it again with more appropriate language.

Patron: Was thomas jefferson immortal?

Librarian: I’m not sure what you mean by your question

Librarian: One could say that he…

Librarian: …is immortal but it’s a matter of opinion

Can you explain what you need to know please

Patron: does he have a big ol dick

Did he invent the lightbulb

Librarian: If you have a question for us, please rephrase it again with more appropriate language.

Listening | Answering | Inquiring Patron: Is this confidential? Can you tell anyone. This is a huge secret. Librarian: Welcome to Maryland AskUsNow! This is confidential. But if public safety is involved we might need to tell someone. Patron: o no no. my friend wants to know what would happen if you have sex with a dog. Patron: or a horse Librarian: Let me look for some information. Are you asking about legal issues or diseases?

Patron: Is this confidential? Can you tell anyone. This is a huge secret.

Librarian: Welcome to Maryland AskUsNow! This is confidential. But if public safety is involved we might need to tell someone.

Patron: o no no. my friend wants to know what would happen if you have sex with a dog.

Patron: or a horse

Librarian: Let me look for some information.

Are you asking about legal issues or diseases?

Strategies Approach the seemingly suspect question with an open mind, with the assumption that it is "legitimate" Avoid the snappy comeback Use open ended reference interview questions Observe checklist behaviors

Approach the seemingly suspect question with an open mind, with the assumption that it is "legitimate"

Avoid the snappy comeback

Use open ended reference interview questions

Observe checklist behaviors

Questions? www.askusnow.info/presentations Julie Strange [email_address] Jessica Chaiken [email_address] Stephanie Petruso [email_address] Kendra Frost [email_address]

Photo Credits http://www.flickr.com/photos/visualpanic/2773841618/ http://www.flickr.com/photos/nicktakespics/3391142533 http://www.flickr.com/photos/ucumari/2317386162/ http://www.flickr.com/photos/hufse/22937979/ http://www.flickr.com/photos/williamhook/2830319467/ http://www.flickr.com/photos/djwudi/382030798 http://www.flickr.com/photos/darwinbell/878861772/ http://www.flickr.com/photos/doctor_keats/263664231 http://www.flickr.com/photos/lincolnblues/3474593184 http://www.flickr.com/photos/duckducksnap/1467161628 http://www.flickr.com/photos/ala_members/2646368549 http://www.flickr.com/photos/ala_members/2646365887 http://www.flickr.com/photos/ala_members/2647701708