Exemplary ReferenceExemplary Chats are awarded in 3 categories • Brief: 15 minutes or under • Detailed: 16 - 30+ minutes • Teaching: Uses information literacy skills and appropriate technology when possible to instruct user.
Quality Assurance Workgroup• Joyce Ward, Palm Beach County Library System (Co-Chair)• Pat Barbier, St. Petersburg College Library (Co-Chair)• Laurie Hime, Miami Dade College• Andy Todd, BCC/UCF Joint Use library in Cocoa• Amy Adams, Steelman Library, Southeastern University• Sandra Crosby, Tampa-Hillsborough Public Library Cooperative–John F. Germany Library• Eric Dillalogue, Florida Keys Community College Library• Judi Tidwell, Broward College Library• Katie Tyler, Winter Park Public Library
January 2011 - Brief Exemplary Chat Catherine Katz, Valencia College Cathy cannot view this particular school’s databases, but this doesn’t hinder her from helping the student. Cathy utilizes the tools at her disposal to guide the student to the information she needs. The brief chat also had a teaching component. Cathy helped a student navigate back to the electronic databases to find articles for veterinary topics. The student was grateful for the “refresher.”
January 2011 - Detailed Exemplary Chat Lora Glass, Niceville Public Library Lora G. was able to find two UTube videos of Leo Tolstoy for a patron and was willing to look for more information to email as a follow-up. Good interaction with the patron!
January 2011-Teaching Exemplary Chat Renee Patterson, Ask a Librarian Intern Renee helped a student navigate through a multidatabase search. Suggested keywords and alternative databases. Good rapport. Patron was pleased and said “Renee you’re the best!”
February 2011 - Brief Exemplary Chat ANDREW BEMAN-CAVALLARO, BARTOW PUBLIC LIBRARY Andrew B. assisted a patron who was beginning a project on modern slavery as a Human Rights issue. Andrew directed the patron to useful reliable websites. The patron appreciated the quick helpful website resources including a definition of human rights from a free but quality encyclopedia of philosophy!
February2011 -Detailed Exemplary Chat ALICIA ELLISON, HILLSBOROUGH COMMUNITY COLLEGE Alicia provided great customer service and excellent resources. Alicia was willing to follow up with further information for the patron on a challenging research question.
February 2011-Teaching Exemplary Chat LAURA BAAS, STATE LIBRARY OF FLORIDA Laura provided excellent support to a student trying to navigate online databases and locate authoritative websites. Laura had a lot of patience and stayed in close contact with the patron, helping with the intricate navigation of scholarly databases.
March 2011 - Brief Exemplary Chat • PAULA MCCAHON, MARION COUNTY PUBLIC LIBRARY GOOD REFERRAL DONE QUICKLY AND EFFICIENTLY.
March2011 - Detailed Exemplary Chat • CHRIS MCHALE, UNIVERSITY OF FLORIDA CUSTOMER STATED “YOU’VE BEEN AMAZING” AND I AGREE. GOOD RAPPORT, GREAT SEARCHING, AND WONDERFUL SERVICE!
March2011-Teaching Exemplary Chat ANNE CLEMENT, JACKSONVILLE PUBLIC LIBRARY IN ADDITION TO ANSWERING THE PATRON’S ORIGINAL QUESTION ABOUT ILL, ANNE SHOWED HER HOW TO NAVIGATE ACADEMIC ONEFILE THROUGH THE FEL. GAVE SEVERAL HELPFUL SUGGESTIONS. PATRON WAS PLEASED AND REMARKED “ THANK YOU SO MUCH! I WAS GETTING WORRIED THERE FOR A LITTLE BIT.. BUT YOU HAVE HELPED A LOT! ”
April 2011 - Brief Exemplary Chat • Laura Baas, State Library of Florida Laura answered this quick and easy and with professional courtesy. It was exactly what the patron needed, and every brief chat should be this simple. Thanks Laura!
April 2011 - Detailed Exemplary Chat Mandy Morris, St. Petersburg Public Library Customer was pleased when Mandy helped him find information about a new program he heard about.
April 2011-Teaching Exemplary Chat Ashley Johnson, Pasco County Library Very smooth instruction on article searching!
May 2011 - Brief Exemplary Chat Cindy Jones, Santa Rosa County Public Library Cindy used her librarian’s expertise to guide a patron in finding the link to have a book placed on reserve with her library card. Good interaction with a patron in navigating the patron’s home library website!
May 2011 - Detailed Exemplary Chat Hal Harmon, Sarasota County Libraries Hal did a great job explaining different funding scholarship and grant databases and funding sources to this patron. Asked great questions and kept the conversation flowing nicely.
May 2011-Teaching Exemplary Chat Marlyn Pethe, University of Tampa Marlyn helped a student from a different college from her own with a better search strategy on the scholarly database, JStor. Marlyn’s strategy was successful and the student was grateful!
June 2011 - Brief Exemplary Chat Diana Matthews, Santa Fe College Diana went beyond just showing a student who needed time management information, and also showed the student a calendar in Google to better stay on track with time commitments.
June 2011 - Detailed Exemplary Chat Richard Llewellyn, Nova Southeastern University Richard worked with a student to find keywords that worked to retrieve articles on a very specific topic for research. After working with Richard, the student said “yea, I’m seeing good articles…” Successful patient online session on research.
June 2011-Teaching Exemplary Chat Kristy Padron, Florida Atlantic University Kristy P. did an excellent job of maintaining a sense of excitement while showing the patron how to navigate their school’s database. She sent the patron the school’s catalog URL and then proceeded to walk them through the process of finding the databases and searching. Kristy P. succeeded in fostering a sense of proficiency in the patron, reflected in their statement “i think i am ready to go by my self.”
July 2011 - Brief Exemplary Chat Jiame Goldman, Ask a Librarian Staff (Jiame is Reference Librarian at NOVA Southeastern University) Jamie found excellent resources very quickly for a student who needed to find members of Congress and their party affiliations.
July 2011 - Detailed Exemplary Chat Christine Boatright, Florida Gateway College Christine helped a patron with trying to locate a law from the Florida Administrative Code and gave the patron the link to the section. When the patron needed more, Christine gave the patron a lead on who to contact to find out more about the law.
July 2011-Teaching Exemplary Chat Dora Schilling, Lee County This chat epitomizes an excellent teaching interaction online! Dora shows patience, first making sure that she was following what the student needed to understand about documented essays by sending useful websites that the student evaluated and found helpful. Then Dora moved on to helping the student find some suggestions for topics for an essay, and finally she left the student on the home databases doing searches. She completed the chat by asking the student if more help was needed and to return in the future.
August 2011 - Brief Exemplary Chat Tina Peak, Lake Wales Tina was able to really connect with a patron about a new installment in a DVD series. With lots of enthusiasm, she was able to both help the patron and learn a little more about an upcoming release.
August 2011 - Detailed Exemplary Chat Julio Granda, Miami-Dade Public Julio chatted at length with a patron who needed contact information to apply for a job with the Orange County Library system. Julio gave the patron encouragement and tips on having a successful interview. His patron better get a job after all the encouragement!
August 2011-Teaching Exemplary Chat Ingrid Purrenhage, Pasco Hernando Community College Ingrid helped a student find a video from the streaming video databases (FMG) taking the student through the steps to access the needed segment. Helpful, patient interaction!
September 2011 - Brief Exemplary Chat James Larson, Palm Beach County This was a great readers‘ advisory session for James Larson. He explored the patrons interests in fiction and with his knowledge of fiction, James was able to find titles in a specific genre for the patron. James L. really connects with the patron over book suggestions.
September 2011-Detailed Exemplary Chat Susan Smith, Hodges University Susan S. helped a grade school student with ideas for a science project by finding books that the student could check out from a local library and also sending excellent websites that were age specific for the 5th grader.
September 2011-Teaching Exemplary Chat Richard Reilly, Martin County Library System Richard helped a student explore the concept of "cause to action" finding useful websites that helped explain the concept to the student who was writing a composition paper. Good guidance for a student who was trying to understand a difficult concept!
October 2011 - Brief Exemplary Chat Brian Walton, Tampa- Hillsborough Public Library System Gave complete and accurate info, good rapport; I like the way he referred the caller to our own resources. So many people don’t know what we have online!
October 2011 - Detailed Exemplary Chat Adam Larose, Florida State University I love the patron comment that Adam had been “ridiculously helpful.” He certainly was!
October 2011-Teaching Exemplary Chat • Jennifer Gregor, St. Petersburg College Jennifer did a great job with giving very specific instructions on how to access information on Youth Gangs and she kept checking to make certain her patron was following along and able to access the information. Although sometimes it’s more expedient to send articles to a patron, I like it when the librarian makes the patron log in and follow along-and is patient to boot.
November 2011 - Brief Exemplary Chat Brief Exemplary Chat: Rachael Neu, Florida Atlantic University Great job! Even though this was a brief chat, Rachael had several teaching moments. Patron was very pleased.
November 2011 - Detailed Exemplary Chat Detailed Exemplary Chat: Carlos Fernandez, Miami Dade College Carlos went the extra step of sending a student resources when helping the student find both web and database primary resources on a lesser known history topic. The student appreciated the help!
November 2011-Teaching Exemplary Chat Teaching Exemplary Chat: Wendy Dover, Gulf Coast State College Wendy found excellent sources for a student who wanted primary and secondary sources. Wendy responded to the student’s request for primary sources from databases by finding one that allows limiting by primary sources. Good interaction with a patron who had previously been unsuccessful in using databases!
December 2011 - Brief Exemplary Chat Laurie B. Sarasota County Public Library Laurie B. does a great job of efficiently problem-solving a patron’s technical issue, using know-how from her own library experiences to guide the patron through an ebook process. And even though the patron is not ultimately successful, they really appreciate Laurie B.’s help and leave the chat happy.
December 2011 - Detailed Exemplary Chat Kira Smith, Ask a Librarian Intern Thirty minutes, multiple searches, several on- point resources and a whole lot of patron gratitude!
December 2011-Teaching Exemplary Chat Chris M. University of Florida Chris M. guides the patron through the use of an academic database. He points the student to a helpful libguide and even helps them to develop keywords for their search.