Congratulations this month go to Librarian04 (Cleveland Public Library, Social Sciences), and ad.rhiannon (AfterDark).

Both librarians provided authoritative resources, communicated easily with the patrons, and received glowing comments from the patrons in the follow-up surveys.  Both librarians also made sure their patrons were satisfied before closing the conversations.  Librarian04, especially, waited for the patron to say "bye" first before logging off.

Librarian04 answered a patron's multi-part question for articles about "racial controversial incident(s)" and displayed effective communication skills during controversial situations.  The librarian did an excellent job suggesting resources not only from online sources, but also the library databases.  The patron had this to say on the online survey: This is an amazingly useful source and cuts hours off of research time for projects and papers.  Keep up the wonderful work and thank you all so much.

Ad.Rhiannon kept it short and sweet, giving the patron an authoritative site (MedlinePlus) and, in a very conversational manner, explaining its benefits.  The patron was very appreciative and in the online survey said: I think this is a very cool thing to have.  Google doesn't answer everything all the time, and this makes me feel that I am actually talking to a human rather than a computer.  I wish more people knew about the FREE online 24x7 chat reference.  Talk about amazing!!

There were a number of other good transcripts unearthed this month.  They all deserve an "Honorable Mention" and links to them are listed below.  Be sure to check them out, and congratulations to all.

Librarian04 Transcript

15:03:11 Guest I have a question.

15:03:19 Social Sciences Hello. You've connected to your 24x7 online reference service staffed by librarians across the state. Please wait one moment while I take a look at your question.

15:03:29 Social Sciences Okay, what is the ?

15:04:11 Guest i need a source about a racial controversial incident in a student publication such as a newspaper

15:05:22 Social Sciences Not sure if we have access to school newspapers online, but let me check. Would college papers do?

15:05:43 Guest yes college papers would be the best

15:09:10 Social Sciences http://wsutoday.wsu.edu/pages/publications.asp?Action=Detail&PublicationID=18881&TypeID=1

15:09:27 Social Sciences Here's one from Washington State University

15:10:16 Guest thank you that will work. i also need another source if that is ok?

15:10:17 Social Sciences something from the University of Tennessee: http://dailybeacon.utk.edu/showarticle.php?articleid=56587

15:11:05 Social Sciences http://sundial.csun.edu/2010/03/embracing-life-through-fear/

15:11:11 Guest that one is great too. i also need a source from a peer reviewed journal

15:11:51 Social Sciences Okay, hold while I find some journals

15:12:28 Guest like something that is not from a newspaper, website or mainstreem magazine like time or newsweek

15:12:58 Guest i wasnt sure on how to access a source like that

15:13:45 Social Sciences Let me know if this link works? Its for a search result of peer reviewed academic journals http://web.ebscohost.com/ehost/results?vid=2&hid=106&sid=c5ac43f5-879e-424f-8f72-c120cc61a02e%40sessionmgr112&bquery=(racial+AND+controversy)&bdata=JmRiPWFwaCZjbGkwPUZUJmNsdjA9WSZjbGkxPVJWJmNsdjE9WSZ0eXBlPTAmc2l0ZT1laG9zdC1saXZl

15:14:04 Social Sciences Databases would have these sources

15:14:55 Social Sciences OR you can always try this to: http://scholar.google.com/intl/en/scholar/about.html

15:15:00 Guest yes that would be perfectly

15:15:37 Social Sciences Here's some more search results: http://web.ebscohost.com/ehost/results?vid=3&hid=106&sid=c5ac43f5-879e-424f-8f72-c120cc61a02e%40sessionmgr112&bquery=(racial+AND+controversy)&bdata=JmRiPWFwaCZjbGkwPUZUJmNsdjA9WSZjbGkxPVJWJmNsdjE9WSZ0eXBlPTAmc2l0ZT1laG9zdC1saXZl

15:17:09 Social Sciences Let me know if you need anything else?

15:17:59 Guest that is perfect. i also need to know about affective communication skills during controversial situations

15:18:34 Social Sciences Okay, hold while i find some info

15:20:33 Social Sciences http://digitalcommons.unl.edu/cgi/viewcontent.cgi?article=1356&context=gpwdcwp

15:20:47 Social Sciences http://www.csa-crisis.com/info/archives/RiskCommDr.Powell.pdf

15:22:27 Social Sciences http://books.google.com/books?id=g6XUVXJ-m1AC&printsec=frontcover&dq=effective+risk+communication&source=bl&ots=AAjoyU6Y00&sig=RKpoyFmE8o4NQyYdpr3ENkKPhSo&hl=en&ei=0aCzS_nMAcH6lwf33Pm8Bw&sa=X&oi=book_result&ct=result&resnum=10&ved=0CDUQ6AEwCQ#v=onepage&q=&f=false

15:23:06 Guest ok that is perfect. thank you

15:23:19 Social Sciences Your welcome

15:23:37 Social Sciences You're* welcome

15:24:07 Social Sciences Any more questions?

15:24:42 Guest No that is all that I will need for now. thank you so much i really appreciate it.

15:24:50 Social Sciences Thanks for using our service. Come back again if you need help with another question.

15:24:59 Guest bye 15:25:01 Social Sciences bye

Ad.Rhiannon Transcript

22:38:04 ad.rhiannon Hi. One moment while I look over your question.

22:38:06 Guest What is a good website to look up medical issues?

22:38:49 ad.rhiannon well, here is one that I really like

22:38:50 ad.rhiannon http://medlineplus.gov/

22:39:19 ad.rhiannon have you used this one before?

22:39:25 Guest okay, great.. and this is a government website correcT?

22:39:39 Guest nope, i've heard of webmd, but i didn't know if there were any other ones

22:39:41 ad.rhiannon yes it is

22:39:51 Guest fantastic!

22:40:14 ad.rhiannon i like this one because it also finds articles at other sites like Mayo Clinic, etc.

22:40:17 Guest thanks

22:40:27 Guest okay, cool!

22:40:31 ad.rhiannon are you all set?

22:41:04 Guest yah, this is my first time finding out/using this 24x7 chat, this is great. instant information at your finger tips

22:41:32 Guest i hope more people find out about this and use it more! thanks agian

22:42:02 ad.rhiannon glad I could help

22:42:02 Guest :^0

22:42:16 ad.rhiannon thanks for using this service. Have a good evening

22:42:22 Guest you too, bye

Honorable Mentions Go To:

ad.kay (AfterDark) http://provider.knowitnow.org/node/308?id=159031

ad.verity (AfterDark) http://provider.knowitnow.org/node/308?id=162378

ad.tess (AfterDark) http://provider.knowitnow.org/node/308?id=162783

maryc (Ohiolink) http://provider.knowitnow.org/node/338?id=162720

linda (Ohiolink) http://provider.knowitnow.org/node/338?id=158996

Librarian136 (Cuyahoga County Public Library) http://provider.knowitnow.org/node/335?id=162486

Librarian03 (Cleveland Public Library Science Math Technology Cooking and Crafts) http://provider.knowitnow.org/node/335?id=162494

The QuACK Committee has not attempted to do a comprehensive review of all transcripts. We have chosen examples of excellent work in order to show appreciation for participating librarians and learn from them.

The Committee welcomes your comments about the transcripts or the blog and is interested in hearing from you if you find the featured transcripts useful in your reference work, whether virtual or face-to-face. Send an email to the QuACK Chairperson, Cheryl Lubow, at CLUBOW@sloma.state.oh.us, or post to the blog.