Volume 4, Number 10
Coordinator's Corner: SMS... RSVP PDQ
As of the end of March, our statewide and local texting initiatives are seven weeks old and have received 267 messages. As the headline to this editorial implies, it's very important to respond quickly to SMS questions when they arrive at your SparkRef client (the same as for the regular chat or IM sessions). There have been some problems with unanswered SMS questions, and I just wanted to take this opportunity to remind KIN24x7 librarians of some SMS basics:
- Review the manual and screencast: If you have not done so already, review the manual and screencast on how to handle SMS questions ASAP!
- SMS Question: All questions submitted via texting will have SMS Question in the name field. This will also appear in the chat window.
- Reply to every text: This is new, but shouldn't provide too much confusion. The majority of SMS questions require an answer. If it is a Thank you reply with a simple You're welcome. Please use our texting service if you have another question (Only 75 characters) or other similar response. It has been found that if a text message is not answered, it will continue to repost and repost until it is. The simplest solution is to respond to each SMS Question that you accept.
- Blank or "prank" text messages: What if the text message is blank? What if it just contains gibberish like &$%^hjknm? Sometimes this is a way for patrons to simply "test drive" a new service. Alternatively, he or she could have been typing a message and accidently hit Send. This would be a good opportunity to market the statewide or local service with a reply to the effect of "You've reached our statewide (or fill in library name's) text reference service. If you have a question we can help answer, please feel free to text us at (fill in the appropriate keyword)." That will be around 150+ characters.
- One-word texts: If a text message contains only a single word (e.g., Yellow), this is an opportunity to ask a reference-interview-type question: "I don't understand your question. Could you provide a few more details?" 71 characters.
- URLs: It has been asked if URL's should be included in replies to texted questions. If the "answer" and its source (i.e., URL) can be included in 160 characters, it's good practice to include it (just as you'd share the source with an in-person or chat patron). The best way to do this is using one of the many URL shorteners out there: bit.ly, is.gd, tinyurl, or even the URL shortener at the KIN24x7 Provider site. My personal favorite is bit.ly simply because of its new bundling feature. For example, here is the bit.ly bundle for a recent question asking for Great Depression Resources - http://bit.ly/h4fHKe
- Marketing: Please feel free to market the new statewide texting service to your local patrons. You can use the information here including the QR Code. There are also some materials available at the Marketing Materials page of the Provider site including a poster and press releases.
All of these reminders are valid for both the statewide (knowitnow and ohiolink) and local keywords (statelib, greene, etc.). If you're curious what kind of questions we've received via the statewide text, here is a brief sampling of recent questions and answers:
- What are the lyrics to 'Here comes Peter Cottontail?'
- Lyrics can be found at http://www.songlyrics.com/peter-cottontail/here-comes-peter-cottontail-lyrics/
- What is the sum of 2x8?
- Sum is for addition, product for multiplication. 2*8=16 but 2+8=10. Google can also be used as a calculator. Type 2*8= into the search at http://www.google.com
- Are libraries in danger of ever being phased out by information technology, or have people been using libraries in the same quantity?
- In general, the economy drives library use. In difficult times, library use increases. Libraries are technology gateways, and provide many value-added services in e-resources as well as in print. A good report to read: http://tinyurl.com/State2010 Thanks for using our service
- What is the smartest dog breed?
- Here's a list of what are considered the top 10 smartest dog breeds: http://bit.ly/mnSQH
- When does the next sookie sackhouse book come out?
- According to Charlaine Harris' website, the newest book in that series is "Dead Reckoning" (bk 11). It will be out May 3, 2011. (Rhiannon) http://bit.ly/175mTi
- (Rhiannon is the AfterDark librarian that answered this. It's not necessary to include your KIN24x7 display name, but if you have room, it's certainly an option)
- What do Ohio prison guards make?
- median salary $38,380
- (Note: A source URL would have been helpful here.)
- Where can I view property lines for free online? Like Google maps but shows me a plat map view or something similar.
- Usually the county's recorder's office will have that kind of information... google name of county and 'recorders office' and try a search there. alex
Don Boozer
KnowItNow24x7 Coordinator
A Sampling of KIN24x7 Patron Survey Comments from March 2011
The following are samples of constructive criticism and kudos from the Patron Surveys from March. Comments are posted below exactly as they were entered by the patrons:
Constructive Criticism (with editorial comments)
-
Didn't have the answer to my question. I was under the impression that is was going to be a "live" person responding, but I think it was an automated response.
-
Commentary: The patron's original question was "What are the fees for a late book? Does it change if the book has a hold on it (which is why it cannot be renewed)?" The "librarian" responded with a canned greeting and then "Please contact the library system that you use....". The patron responded with "Westlake Porter Library." Then the "librarian" sent "Thanks for using our service. Come back again if you need help with another question." If the "librarian" had looked at Westlake's website, he or she would have found:
Q: How much are fines and when do they have to be paid?
A: Fines are 10 cents a day and 25 cents per hour for special loans. The library uses a collection agency if materials have not been returned and/or accumulated fines have not been paid after more than 8 weeks. We expect all fines to be paid in a timely manner. If fines accumulate to $10, borrowing privileges are suspended.Every effort should be made to search for local information to the best of the librarian's ability. At the very least, the patron should be given contact information for his or her local library.
-
Commentary: The patron's original question was "What are the fees for a late book? Does it change if the book has a hold on it (which is why it cannot be renewed)?" The "librarian" responded with a canned greeting and then "Please contact the library system that you use....". The patron responded with "Westlake Porter Library." Then the "librarian" sent "Thanks for using our service. Come back again if you need help with another question." If the "librarian" had looked at Westlake's website, he or she would have found:
-
I dont like them asking for my card number to reserve books. i know its a private chat but i dont feel right
- Commentary: Overall, this was a good session, and the librarian was simply offering to put some holds on DVD's and books for the patron. The patron replied appropriately and didn't give out private information over the Internet. A more positive suggestion on ways to handle this would be to send the catalog page to the patron (via its link) and talk him or her through the process of placing a hold.
-
Make the librarian a little more personable
- Commentary: Librarians can be professional and conversational without being "chatty." Take a look at some of the transcripts listed on the QuACK blog. Some of the best sessions read like a conversation over a "real" reference desk. See this month's Tips & Tactics below.
Kudos (Agent who helped the patron is in italics) Keep up the great work!
- This was SO helpful!!! (Katie - Bowling Green State University)
- Librarian was an excellent resource for the information that I needed to find!! (Megan - Oberlin College)
- your service is excelent i have actually have been on it more than 20 times u were very helpful, guest (librarian115 - Kirtland Public Library)
- Mary did a great job! (Shawnee State University)
- thanks a lot for all your help...you guys helped me a lot.!!!!!!!!! (ad.misha - AfterDark)
- libraian30 helped a lot!!! thanks alot !!! (Columbus Metropolitan Library)
- I had got very good service from this librian and i dont know how they found this information. (ad.tess - AfterDark)
- The librarian was very efficient and professional. He explained to me the alternative actions that may have to be taken, but were not needed. MY PROBLEM WAS RESOLVED at crunch time. (ad.steve - AfterDark)
- great service i can't think of anything to make better (librarian345 - Public Library of Cincinnati & Hamilton County)
- The librarian this time was very nice! she helped me find what I needed right away and was very polite! A special Thanks to them! (librarian347 - Public Library of Cincinnati & Hamilton County)
- librarian84 was very helpful tell her that for me would you please!!!! ;) thank you librarian84!!! (Cleveland Public Library)
- This is awesome! Please set up a facebook page :) Will share with everyone I know. Librarian16 was awesome. Thank you so much for your help. (Librarian16 - Worthington Libraries)
- i appreciate the library and the services it provides. i appreciate the know it now service .they always come through for me and are able to help me .thank you (Librarian02 - Cleveland Public Library)
- This service is amazing. It helps me so much . The libranians are really fast at finding the information i need. Honestly i dont know what i would do without it .(: (Librarian137 - Cuyahoga County Public Library, Parma South Branch)
- very nice.i finshed my report because of this service!thanks sssssoooooo much who ever made this program.and thanks to all the libraies and libraines! (librarian335 - Public Library of Cincinnati & Hamilton County)
- i understand much better i think Margaret is awesome!!! (Orrville Public Library)
- Great Service! Helped me find my answer quickly! (ad.andie - AfterDark)
- This librain was great. Noah helped with a lot of my information (Noah - AfterDark)
- YOU ROCK AND THANK YOU (Librarian03 - Cleveland Public Library)
- the librian was very friendly and seemed really concered if i liked the website that they gave me and wouldnt stop until i got exactly the right thing i love ur online services and always helps me with homework because after school is kinda of hard because im always running and this is great for quick and easy help! thank you!! (ad.Verity - AfterDark)
- GREAT SERVICE. MAKES LIFE SO MUCH EASIER WHEN YOU HAVE HELP WITH THE SMALL THINGS THAT CAN CAUSE BIG HEADACHES!! (Librarian29 - Columbus Metropolitan Library)
- I am actually a teacher who is checking out this service for my students. Excellent service! thank you for providing this tool. (Librarian08 - Lorain Public Library System)
- I like Librarien101 the best! (Akron-Summit County Public Library)
- The person who worked with me was very patient and understanding. As I explained, I am a senior and all this new technology is great, but it takes me a time longer to grasp. (ad.andie - AfterDark)
- Pam was very helpful!! (University of Cincinnati)
- i think libraian 29 does her job very well and she should be a great mom!!! thanks for your guys service i will tell other people to use it (Columbus Metropolitan Library)
- This is absolutely wonderful. She was very very helpful! (Nicole - Muskingum University)
- I am very happy I had this link to help me on some questions I didnt know. Thanks soooooo much for your help!!!!!:) (Librarian61 - Mansfield/Richland County 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.)
Tips & Tactics: It's a Chat
Some KIN24x7 librarians may see "online chat reference" as a completely different animal than in-person reference; however, consider the definition of "chat" from the OED: Familiar and easy talk or conversation. Chat's first quotation is from 1573: "Insteade of drye studdy fall to gentle chatt." If you think of your reference transaction as a "gentle chatt" with a patron, you should find yourself being much less formal (but no less professional) and more able to engage the patron in the search process and to have a more favorable outcome.
Look at some of the transcripts chosen by QuACK as exemplary work. Many of them read like a conversation. (For those attending the OLC SW and NW Chapter Conferences, the Statewide Coordinator and several members of the PECK will be presenting a program that addresses this, too.). The following tips may help in making your virtual reference transactions look more like in-person conversations:
- Use a real name as your display name
- Refer to the September 2010 newsletter for tips on using a "real" name as your display name.
- Don't use as many canned messages, even greetings
- Canned messages are available for speeding up the reference session; however, they can make the librarian appear to be robotic or impersonal. Use canned messages sparingly. It's more than acceptable to simply say "Hello" or "Good morning."
- Use first names if entered by patron
- Don't use patrons' display names all the time. If someone inputs something like SurferGirl89, GrilledCheeseEater, or 76543jdu3iohj3 as their "name," don't say "Hi, 76543jdu3iohj3." However, if they've input Melissa, Joe, Karen, or Katelyn, it's alright to say "Good morning, Katelyn."
- Keep the conversation open and moving
- Having regular "verbal" contact with the patron allows the conversation to flow. Little messages (e.g., "still looking...", "thanks for waiting, one moment...", "this is more difficult than I thought...", "thanks for your patience...") can go a long way towards keeping the patron aware that you're still engaged and actively working on their question. Think of how you would do this in an in-person environment.
- Acknowledge patron comments
- If a patron says something like "I'm having a really hard time with these citations," it's alright to say something like "Citations can be tricky."
- Acknowledge "thanks"
- If someone said "Thank you" at the reference desk, hopefully most librarians would say "You're welcome." Same way online. Acknowledge the patron if they say something that warrants a polite response.
- Don't mistake "thanks" for "goodbye"
- Just because a patron says "thanks" doesn't mean they're all done asking questions or asking for clarification.
Statistics: March 2011
This month's first table shows the most active patrons submitting questions to the service by public library. Of these, only half of the libraries are actively participating in serving patrons on KnowItNow24x7:
| Top 20 Asking Libraries for March 2011 | |
|---|---|
|
Library |
Total sessions initiated by patrons of... |
| Cuyahoga County Public Library |
659 |
| Delaware County District Library |
627 |
| Pickaway County District Public Library |
562 |
| Columbus Metropolitan Library |
534 |
| Public Library of Cincinnati & Hamilton County |
523 |
| Akron-Summit County Public Library |
497 |
| Cleveland Public Library |
414 |
| Hudson Library & Historical Society |
313 |
| Worthington Libraries |
252 |
| Portage County District Library |
209 |
| Public Library of Youngstown & Mahoning County |
173 |
| Geauga County Public Library |
151 |
| Mason Public Library |
150 |
| Warren-Trumbull County Public Library |
125 |
| Medina County District Library |
109 |
| Lakewood Public Library |
105 |
| Massillon Public Library |
102 |
| Stark County District Library |
100 |
| Tiffin-Seneca Public Library |
99 |
| Chillicothe & Ross County Public Library - Main Library |
97 |
| Bold type denotes a current KIN24x7-participating library | |
This month's second table shows the 20 most-active "answerers" on KnowItNow24x7. As always, everyone's contribution to the work of the collaborative statewide service is greatly appreciated. We're also always looking for other libraries to step up and join their colleagues in serving patrons:
| Top 20 Answerers for March 2011 | |
|---|---|
|
Institution/Organization |
Total sessions handled by... |
| Total for NEO-RLS |
3294 |
| Total for Cleveland Public Library |
1600 |
| Total for Cuyahoga County Public Library |
546 |
| Total for Akron-Summit County Public Library |
278 |
| Total for Columbus Metropolitan Library |
232 |
| Total for Public Library of Cincinnati & Hamilton County |
182 |
| Total for Worthington Libraries |
96 |
| Total for KnowItNow24x7* |
77 |
| Total for Ashtabula County District Library |
74 |
| Total for Logan County District Library |
73 |
| Total for Orrville Public Library |
73 |
| Total for Lorain Public Library System |
71 |
| Total for University of Cincinnati |
67 |
| Total for Lane Public Library |
57 |
| Total for Mansfield/Richland County Public Library |
56 |
| Total for Bowling Green State University |
49 |
| Total for State Library of Ohio |
43 |
| Total for Columbus State Community College |
40 |
| Total for Elyria Public Library |
40 |
| Total for Greene County Public Library |
38 |
| * includes Statewide Coordinator and interns | |
For additional statistics, visit the Statistics page of the KIN24x7 Provider site.
Online Resources of the Month: Poetry
April is National Poetry Month, and the last time a list of poetry resources was provided in this newsletter was April 2009. Here then is a list of more resources to share with patrons, since, as Walt Whitman said, "To have great poets, there must be great audiences, too."
- The Poetry Foundation at www.poetryfoundation.org - A wealth of information on poetry and poets including a great Poetry Tool search feature
- Library of Congress: Poetry at www.loc.gov/poetry/ - A consolidated page of poetry resources from the nation's library
- Bartleby.com: Verse at www.bartelby.org/verse/ - A collection of late-19th- and early-20th-century poetry anthologies in full text
- Lunch Poems at lunchpoems.berkeley.edu/ - A series of noontime poetry readings hosted by the University of California, Berkeley, available as a webcast, YouTube video, or iTunes audio. Very good resource for the contemporary poetry scene.
- Anchor Book of Chinese Poetry Web Companion at web.whittier.edu/academic/english/Chinese/ - A brief introduction to 30 centuries of Chinese poetry
(If you are a KIN24x7 librarian, feel free to post suggested online resources here.)
KnowItNow24x7 Staff
Don Boozer, KnowItNow24x7 Statewide Coordinator
Brian Leszcz, KnowItNow24x7 Web Services Coordinator
Noah Himes, AfterDark Virtual Reference Service Coordinator
Morgan Paul, AfterDark Virtual Reference Service Specialist
Megan Mitchell, OhioLINK Liaison and Reference Librarian, Oberlin College
...and supervisors and agents across Ohio at KnowItNow24x7-participating libraries!
The KnowItNow24x7 Newsletter is published monthly and 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.