1. A Great Big Round-of-Applause-Welcome to our new QuACK member(s): Over the past year we’ve had several committee members join including: Kate Najacht (May 2011) Valerie Sherman (August 2011), Cheri Campbell (November 2011), and Pam Bach (November 2011). The newest member to the flock is Ashlee Clark. She is currently a student in the Kent State University’s School of Library and Information Science and joins us as an honorary member as she completes her practicum.
QuACK's blog
KnowItNow24x7 December 2011 Transcripts of the Month
Excellent customer service need not take a holiday as shown by December’s transcripts. It was difficult to whittle it down to just one, so two very different types of questions are featured. The first is from a younger student searching for good books to read. The second is a post-secondary student who has a very challenging question. Both students had specific needs that the librarians had to consider and they were very conscientious about providing what each student needed.
KnowItNow24x7 November 2011 Transcripts of the Month
It's time once again to recognize the transcripts of the month! Two QuACK members independently chose two different transcripts from Ozzie@Sinclair (Sinclair Community College), so this month we highlight one of her transcripts and include the other within the Honorable Mentions.
QuACK Members: Leaving the Nest, Joining the Flock
As coordinator Don Boozer has pointed out, the KnowItNow24x7 Quality Assurance Committee (QuACK) is a habitat for enthusiasm and energy. Our members are swimming with great ideas and the desire to provide the best possible virtual reference experience to our users. Occasionally, a member of the committee migrates to a new job. We must be doing something right to have members flying from success in the QUACK into new career moves. This is the case with Katie Blocksidge, who has been the principal KnowItNow24x7 provider at Owens Community College.
KnowItNow 24x7 October 2011 Transcripts of the Month
QuACK is breaking all the rules this month and spotlighting FOUR (count them) FOUR top-notch transcripts. Each one highlights a particular aspect of best practice service. One has excellent rapport skills and an excellent way of phrasing things.
May (SLIS4) provided great information, and kept the patron updated on the search process. What a pleasant and helpful demeanor! http://provider.knowitnow.org/node/5397 Here is an excerpt:
12:31:10 May Is that perhaps what you were looking for?
12:31:48 Guest Thank yo so much you are a huge help!!
(Another) QuACK Vacancy - Applicants Welcome
Quality Assurance Committee for KnowItNow24x7 (QuACK) member Katie Blocksidge of Owens Community College will step down as of December to take a new position at Ohio State University-Newark. Katie has been a QuACK member since August 2009, and her expertise and perspective will be missed. This is the third QuACK opening in the last few months due to members taking new positions in their careers, so we'd like to think of membership in the QuACK as an excellent professional development step.
The Quality Assurance Committee has a new member
QuACK has welcomed Cheri Campbell to the team. I'll let her introduce herself:
I am a reference librarian for the Lorain Public Library's main branch. I am responsible for answering all questions as librarian08 on KnowItNow Wednesday evenings. I also "moonlight" as a librarian/operator for the KnowItNow AfterDark service.
Vacancy on the QuACK – Applicants Welcome
Quality Assurance Committee for KnowItNow24x7 (QuACK) member Jodie Lyons of the Kirtland Public Library has stepped down after beginning a new career position. It’s good to shake things up now and then, but it is also hard to say goodbye. We will console ourselves by saying that once a librarian, always a librarian. Jodie has been a KIN24x7 provider for over five years. Her voice on the phone, many contributions to the committee, and dedication to the service will be missed.
KnowItNow24x7 September 2011 Transcripts of the Month
This month's transcripts of the month honor Melanie of Cleveland Public Library and Eboni of Oberlin College.
Melanie made good use of scripted and non-scripted responses. She also offered to email the transcript as a way for the patron to access the many links sent quickly during the session. Melanie was also conversational and responded to the patrons comments. Nice work, Melanie!
Quack Meeting Minutes- October 5, 2011
- Unveiling updated provider site- Don gave a tour of the new and improved KIN Provider site. The functionality of this new version will allow for better statistical organization and transcript searching, which will be especially useful in #2 (see below.)
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