Volume 3, No. 10
Coordinator's Corner: Sources and Service
People (for the most part hopefully) see librarians as sources of authoritative information. People come to us for answers. They expect us to "know." It can be difficult to explain that librarians don't know everything; they just know where to find it. Granted, there may be some librarians who like to project an aura of infallibility and mystery. Personally, I find it better to admit to a patron that "That's an interesting question" and to engage in a mutual search for the best solution to their problem.
It's important to remember that we indeed don't know everything. Even if we do know something, it never hurts to back that up with an authoritative source. Whether that source is in print or online is not as important as using it to demonstrate we're not simply pulling answers out of thin air. This also helps students who may be using the information we provide for a homework assignment or paper. If the instructor asks "Where did you find this?", it's better for the student if they can cite a book or online resource rather than say "A librarian told me."
On the other hand, just laying out a book or providing a website is not sufficient. Librarianship should be about connecting people with the information they need. Not necessarily the information that they come in asking for, but the information that will actually answer their question. This is the reason for doing a reference interview, which is just a fancy way of saying we need to talk (or chat) with people to find out what they really need.
To demonstrate this, consider that one of our KIN24x7 interns handled the following question from a patron: "what is the best killstreak loadout for cod." She knew right away that "cod" referred to the video game Call of Duty and was able to help the patron find what they needed. She used the knowledge she had to facilitate the transaction. On the other hand, without an extensive reference interview, I would have been looking for information on cod and fishing. We can't know everything, but we can use what we do know. If we don't know something, we should be able to admit that (to ourselves, at least) and to know how and where to find out about it. For example, if someone asks "how many views did Gorillaz have on youtube?", don't assume they're talking about animals on the shelf at 599.884.
The other facet of connecting people with the information they need is to explain how to use the resources we supply. Some databases and web sites are not necessarily user-friendly. Even pointing to a specific passage in a lengthy article can make the difference between a successful reference transaction and a not-so-successful one.
Librarianship, whether virtual or not, is about being the human connection between people and information. When it's done well, it can be rewarding for both the librarian and the patron.
Don Boozer
KnowItNow24x7 Coordinator
A Sampling of KIN24x7 Patron Survey Comments from March 2010
The following are samples of constructive criticism and kudos from the Patron Surveys from March. KIN24x7 librarians: Remember that you really are making a difference. People take the time to sincerely thank you for your efforts when they're typing in their comments. They also are frank about their experiences. Note especially two satisfied first-time users in the Kudos section. Keep up the great work!
Constructive Criticism (with editorial comments)
- i had one more qustion and he ended it i was mad and i will never use this site again!!!
- The libriarian left the conversation because she couldnt find the answer. This made me mad because i thought that they were supposed to help us.
- Wait time too long, slow response.
- The librarian didn't respond after a while. She may have been working with other people but she took a while to answer and couldn't find what I requested.
- Everything is perfect! i just find it hard to know when its alright to go.
- Commentary: This comment simply calls attention to the fact that having a closing to your session is important for the patron. If you say "Is there anything else I can help with?" and their answer is "No", closing with "Thanks for using our service..." or something similar let's the patron know that the session is done. Additionally, let the patron determine when the session is over.
- The librarian I had really did't pay attention to what I asked for. I needed a website that told about a certain software and I think she only looked in a library of some sort. I needed a link and not a title and I was not really given what I strived for. All the same, I thank the librarian for the help they tried to give me. :) I'll use this site again, I'm sure.
- Commentary: Just a reminder to be sure to address patron's specific concerns.
- I guess I woudl have thought the librarian would ahve asked more questons of me like was there a particular area of the country, student population etc, but I was provided with two web sites that I will try.
- Commentary: Patron's question - "My son is off to college in fall 2011. He is interested in Advertising as a major and I would like some information on universities in the midwest that offer this as a major. Can you help?". The concerns raised in the patron's comment appear to be very valid ones in this context.
- the info was good by (librarian deleted) was really eing mean to me and she kept sending me wikipedia websites and i said i diddnt need them but she kept sending them so im mad
- Commentary: The librarian did attempt to explain how to use Wikipedia but not very clearly. If the patron explicitly says he or she is not allowed to use Wikipedia (which this patron did twice), that particular resource should be avoided. The patron's question had to do with Richard G. Drew, inventor of adhesive tape. A good resource that could have been shared is Drew's entry at the National Inventors Hall of Fame at www.invent.org/hall_of_fame/329.html.
- I really love the Know It Know services but tonight my experience fell short. I realize that I had a somewhat difficult question, but my librarian claimed she couldn't find anything other than a sales listing for some book that had little to do with what I needed (even though I googled my question myself and came up with at least two educations resources.) I then stated a simplier problem and she just seemed to ignore it saying she couldn't find anything other than the first source. I then gave her additional information and she still said she only had one resource. I waited for her for to respond for a little bit afer that (perhaps she was still searching) and then she just thanked me for using the service and to come back if I had anymore questions. I don't believe she went terribly out of her way to assist me like other librarians have in the past. There is just no way she only found one source.
Kudos (Agent who helped the patron is in italics)
- I am a first time user of this service, and it is amazing. I just spoke with Ryan, and he was very helpful and had all the information I needed, as well as responded quickly to all questions asked. He gave me detailed answers to all my questions, it was as easy as walking into the library! I will definately be returning to this site regularly to utilize your services. Thank you so much Ryan! (Columbus State Community College)
- I acsessed this service out of curiousity. This is a wonderful tool for reference or to anwser questions. I never knew it existed. I'm glad I tried it out. I can utilize in the future. thanks. (ad.chris, AfterDark librarian)
- This is an amazing service. It is very helpful to us in the brokerage business. (Cleveland Public Library, Business Dept.)
- I appreciate the help you are able to offer, especially when it can be frustrating not having complete access to everything on the internet. (Cheryl, Mount Union College)
- This service is such a help to me as I reenter the workforce after years of raising kids. Thanks! (Cleveland Public Library, Literature Dept.)
- this website is the best in the history of websites. (Clark County Public Library)
- i am very glad that I can get help with my homework when my mom can not help me. (Worthington Libraries)
- ad.noah was very helpful. Way more helpful than using a computer search!
- this is a great website for anyone when they need to know anything the librarians provide you with many good resources to use ! :) (Akron-Summit County Public Library)
- you guys really helped me get the information that I needed for my school project! keep up the good work and I will make sure that I use this again ANYTIME I have a project that I need information for (Columbus Metropolitan Library)
- Very helpful. The librarian was very intelligent and interested in helping me. Thank you guys so much! (Joanna, Columbus State Community College)
- ad.chuck did a fine job researching the data i requested. i spent time studying the charts and never got to thank him.()
- That was really good, I couldn't find the answer to my question... well actually what I found was controdicting but she/he cleared mit right up for me! I will be sure to use ti=his again! (Layla, Kent State University intern)
- The librarian tried especially hard to get the information that I needed and even asked about the subject matter of my paper. Great experience. (ad.ric, AfterDark Librarian)
- I was having trouble with my homework and my aunto told me too try this website because it helps you a lot and she knew about it because she works here online for this company so she told me her hours an dtonight she wasn't working but I still went on because I was having trouble with my english homework and my librian was very helpful. (ad.alex, AfterDark librarian)
- Libarian166 is perfect, and she stayed with me 4 a while. And sed BEST WISHES, NO ONE EVER SED THAT TO ME. (Logan County District Library)
- She did a good job helping my find info, the thing I needed to find just wasn't available on very many sites, it was very specific. She did as good as job as anyone. This service is a wonderful one that I use time and time again when doing ANY school project. These librarians really help pinpoint the best sites for info on what is needed. Thanks for making this available! (Worthington Libraries)
- whenever i use know it now the libraians are always in a great mood! they are very helpfuil. used to get b's on my reports now my parents are delighted because of know it now i get straight A's !!! i would never want this program to end! thank you so much you make life easier have a terrfic day!. (Elyria Public Library)
(Remember, if you are a KnowItNow24x7 librarian, you can sign up for an account on the Provider site to access all transcripts and survey comments.)
Statistics: March 2010
It's been several months since the Statistics column looked at top "answering" institutions. This month we highlight the Top 20 Answering Libraries for March 2010:
| Institution/Organization | Total Chat Sessions Handled |
|---|---|
| NEO-RLS (AfterDark librarians) | 4536 |
| Cleveland Public Library | 3379 |
| Cuyahoga County Public Library | 665 |
| Akron-Summit County Public Library | 272 |
| Columbus Metropolitan Library | 239 |
| Logan County District Library | 151 |
| Public Library of Youngstown & Mahoning County | 128 |
| Lorain Public Library System | 76 |
| Worthington Libraries | 63 |
| Owens Community College | 62 |
| KnowItNow24x7 volunteeers* | 61 |
| Euclid Public Library | 57 |
| Ashtabula County District Library | 56 |
| Public Library of Cincinnati & Hamilton County | 55 |
| Columbus State Community College | 54 |
| University of Cincinnati | 53 |
| Greene County Public Library | 50** |
| Bowling Green State University | 49 |
| Mansfield/Richland County Public Library | 48 |
| Orrville Public Library | 47 |
(NOTE: *KnowItNow24x7 volunteers include two OhioLINK volunteers and the three interns from Kent State University School of Library and Information Science. **Greene County PL also handled an additional 30 IM sessions via their IM-through-SparkRef monitoring.) For a detailed breakdown of provider library statistics, see this month's Statistics page at the Provider site)
As always, the contribution of every librarian providing service through KnowItNow24x7 is greatly appreciated. You are what makes Ohio's statewide virtual reference service possible.
ONLINE RESOURCES OF THE MONTH: April Isn't Just For Poets
Although April is National Poetry Month, there are other celebrations taking place this month as well, including Jazz Appreciation Month, National Library Week, and Earth Day. For resources for National Poetry Month, check out the April 2009 issue of the KIN24x7 Newsletter. For the others...
- Smithsonian's Jazz Appreciation Month (JAM) at smithsonianjazz.org/ - "The museum launched JAM in 2001 as an annual event that pays tribute to jazz both as a historic and living American art form. It has since grown to include celebrations in all 50 states and 40 countries."
- National Library Week - Most everyone should be familiar with the ALA page promoting National Library Week with its numerous resources. Check out these other sites in celebration of books and libraries:
- Librophiliac Love Letter: A Compendium of Beautiful Libraries at curiousexpeditions.org/?p=78
- Catalogue of Digitized Medieval Manuscripts at manuscripts.cmrs.ucla.edu
- Survivor: History of the Library at www.history-magazine.com/libraries.html - An article that appeared in History magazine by Barbara Krasner-Khait.
- Earth Day Network at www.earthday.net - The Earth Day Network coordinates "green" activities worldwide.
(If you are a KIN24x7 librarian, feel free to post suggested online resources here.)
New Logo at Cafe Press
The new logo is now available at KIN24x7's Cafe Press site. The KnowItNow24x7 logo was redesigned in December 2009 by Kristin Klatka, a graphic designer at Euclid (Ohio) Public Library. So, celebrate your participation in or support for Ohio's statewide reference service and wear your KnowItNow24x7 merchandise proudly! (Note: All merchandise is sold at cost. Due to a number of reasons, KIN24x7 does not receive proceeds from Cafe Press sales.)
KnowItNow24x7 Staff
Don Boozer, KnowItNow24x7 Statewide Coordinator
Brian Leszcz, KnowItNow24x7 Web Services Coordinator
Noah Himes, KnowItNow24x7 AfterDark Coordinator
Megan Mitchell, OhioLINK Liaison and Reference Librarian, Oberlin College
...and KnowItNow24x7 agents across Ohio like Tamar Kreke at Greene County Public Library!
The KnowItNow24x7 Newsletter highlights news, resources, and statistics for providers and fans of Ohio's 24x7 virtual reference service. Email your comments, questions, advice, helpful resources, and other contributions to support@knowitnow.org.