Volume 4, No. 3
Coordinator's Corner: The F Word
To conquer fear is the beginning of wisdom.
~ Bertrand Russell, "An Outline of Intellectual Rubbish" (1943) (link)
Fear is a powerful emotion. Seth Godin, in his book Tribes, talks a lot about fear. "We're afraid of failure, of criticism, of making a mistake, and of getting caught." I hadn't really thought of fear in relation to KnowItNow24x7 until I was recently talking with a manager from one of our participating institutions. Naturally, the subject of KIN24x7 came up. We discussed various aspects of the service, but one thing he said I found very enlightening. In his opinion, he believes that some librarians are afraid of doing virtual reference. They have a fear of making a mistake with a patron. They have a fear of having everything they type recorded on the transcript. They have a fear of dealing with the technology. This conversation allowed me to take a step back, and I'd like to share some thoughts from this perspective.
The fear of making a mistake with a patron is understandable. Retrieving the wrong resource because you didn't understand the question is one of the hazards in our line of work. When it happens in face-to-face reference transactions, most everyone would re-assess, ask more questions, and try again. In my conversation with the manager, I mentioned that I'm surprised when I see transcripts where there was one web link sent and no follow-up questions. The manager's feeling was that maybe some librarians think they can avoid appearing to make a mistake if they simply answer what they think was asked then log out. Mistakes are valuable. Don't fear them. We all learn from them.
The fear of being recorded on a transcript is understandable. I would encourage librarians, however, to see it as an opportunity. This is one of the strengths of serving patrons online over in-person reference. With a transcript, you can critique your own work, word for word. You'd never be able to do this with an in-person transaction (unless you carry around a camcorder). Transcripts allow you to learn from the work of others, too, across the state or the country. Always remember, too, that during a session: You can think anything and you can say anything, but just be careful what you type.
The fear of technology is understandable. For those not familiar with chatting online, it can be quite daunting. Remember though that virtual reference is not about the technology, it's about providing good service. If you provide quality reference assistance to patrons at your desk, you're well on your way to providing quality reference assistance online.
The manager I spoke with brought up that, by and large, librarians want to do a good job but always seem to appreciate more training. I told him about last month's training-themed newsletter, and that I was planning on doing more with online training. (Check out the new page for Screencasts and Video Tutorials.) KIN24x7 librarians are encouraged to post suggested training topics they'd like to see to the Provider Site Forums. Our Pathfinders also continue to grow and to become a good resource for reference and professional development.
In the end, Bertrand Russell's quotation is good advice. If you can admit that you're fearful of something, that's a good first step in taking action to overcome it. You don't have to face your fears alone either. Every librarian staffing KIN24x7 -- public, academic, special, and AfterDark -- is part of your support system. Don't be afraid to reach out -- to me, to your supervisor, to each other -- with concerns, questions, or even to share an especially rewarding session with a patron. We're all in this together.
Don Boozer
KnowItNow24x7 Coordinator
Service Coverage: Mornings
KIN24x7 is now looking for public libraries who would like to change their afternoon coverage shift to the mornings. We are especially looking for extra libraries on Thursday and Friday mornings although all days are open. If your library's KIN24x7 shift currently ends at 5:30 pm and you would be interested in adding or changing to a 9:00 am start time, please contact support@knowitnow.org for more details. Libraries not currently contributing staff time to KIN24x7 are also encouraged to consider joining and monitoring during these times.
KIN24x7 Now on Twitter
KnowItNow24x7 is now on Twitter: @KIN24x7. This will provide another way for librarians to keep updated on the activities of Ohio's statewide virtual reference service. If you have a Twitter account, feel free to follow us. If you don't have a Twitter account, you can also follow us through our RSS feeds either at Twitter or the Provider site (provider.knowitnow.org/rss.xml) We will also be looking at adding other social media applications to our retinue of communication channels. Stay tuned!
Friday Forums Using SparkRef
A new opportunity for KIN24x7 librarians to interact with each other and share their experiences and expertise is being initiated. The first 30-minute "Friday Forum" will take place on Friday, Sept. 10, at 2:00pm using SparkRef's chat room feature. This will also provide librarians with an opportunity to use SparkRef in a controlled environment with their colleagues around the state.
To join the forums, simply click on the Join Conference Room icon on SparkRef and join the KIN24x7_Forum room. Here is a screencast to demonstrate how to do this. After Sept. 10, the forums will take place every other Friday at 2:00 pm. September 10 will be a chance to get acquainted (with the software and each other) and discuss future topics. The session on September 24 will be hosted by the KIN24x7 Web Services Coordinator. Forum dates and topics will be posted to the Calendar at the Provider site.
A Sampling of KIN24x7 Patron Survey Comments from August 2010
The following are samples of constructive criticism and kudos from the Patron Surveys from August. KIN24x7 librarians: Remember that you really do make a difference. Keep up the great work everyone! People take the time to sincerely thank you for your efforts, but they are also frank about their experiences. Comments are posted below exactly as they were entered by the patrons:
Constructive Criticism (with editorial comments)
-
He or She was very rude to me and did not help me find any information at all.
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Commentary: The patron's question was "When is Justin Bieber going to be on the tv show Shaq. Vs?" After finding a link to an article about that specific episode, the librarian typed "YOU HAVE TO CONTACT THE COLUMBUS LIBRARY FOR A TV GUIDE IF YOU LIVE IN Columbus ohio". The patron responded with "Whats up with all the caps?" to which the librarian sent the URL to the Columbus Metro Library and signed off with the canned closing. The final line of the transcript was from the patron: "I do not appreicate you yelling". This brings up two important learning opportunities:
- Be mindful of proper netiquette. CAPITALIZATION implies shouting. Another option in this case would have been to respond "Oops, sorry, I hit the Caps Lock. Didn't mean to shout".
- TV listings are available online in a number of places including TV Guide and ZAP2it. Both of these have the option to "Change My Location". Provided these links and talking the patron through the search process would have been a possible option.
-
Commentary: The patron's question was "When is Justin Bieber going to be on the tv show Shaq. Vs?" After finding a link to an article about that specific episode, the librarian typed "YOU HAVE TO CONTACT THE COLUMBUS LIBRARY FOR A TV GUIDE IF YOU LIVE IN Columbus ohio". The patron responded with "Whats up with all the caps?" to which the librarian sent the URL to the Columbus Metro Library and signed off with the canned closing. The final line of the transcript was from the patron: "I do not appreicate you yelling". This brings up two important learning opportunities:
- they should work harder and not leave the conversation so quickly! but still pretty good
-
he needs to wait for a reply >:(
- Commentary: Just reminders to let the patron end the session. The second one even elicited an angry emoticon. That session was an example of one link sent and the librarian logged off.
-
Wasted my time!
- Commentary: The patron was searching for a phone number, and the librarian sent a web link that required a login to view the actual information. The patron unfortunately logged off before the librarian could search further. In cases like this, Switchboard.com (www.switchboard.com) is a great free resource. While a database like ReferenceUSA is great if your library has access to it, Switchboard.com will get directory information for patrons looking for indivdiuals or businesses.
Kudos (Agent who helped the patron is in italics)
- Henry was patient, dedicated, and smart! (ad.henry - AfterDark)
- very good service that librian 16 i think gave she/he was very nice thank you (Librarian16 - Worthington Libraries)
- great job keep it up (Librarian130 - Cuyahoga County Public Library, Mayfield Heights)
- The librarian was very helpful! Keep up the good work! (ad.stuart - AfterDark)
- I appreciate this service and the person who helped me. So helpful to know in advance if I need to order the book or not. Thanks!!! (Librarian84 - Cleveland Public Library)
- The Librarian that I worked with, Jennifer, was fantastic. She was extremly polite, prompt, and helpful. I won't hesitate to use this system again. (Jennifer - Oberlin College)
- The technical problem was with me and not your site. The person I spoke with was very patient with me and was very very helpful. I will return to this site as often as I need. Thank you for the help (ad.bertram - AfterDark)
- The social sciences librarian who helped me was very helpful at addressing my specific question and brought up several other resources I could try (since it turns out I had a spotty citation and needed to double-check my source). He/she provided great, quick service. Thanks and kudos! (Librarian04 - Cleveland Public Library)
- Very good got me what i wanted done in less thank 10minutes (ad.misha - AfterDark)
- I felt like the person went the extra mile. Answered my question and took time to locate a branch that had the material. Saved me a lot time and frustration. Thanks !!!! (ad.ian - AfterDark)
- I would like to thank Librarian #13 Elyria Public Library. She was very, very helpful. Thank you. (Librarian13 - Elyria Public Library System)
- Yes, I think this is a wonderful service. It's a great help just to know where to look, without wadding through some misdirected sites by some of the search engines. It is so difficult sometimes just to figure where to look for accurate information. Thanks so much!! (Librarian163 - Cleveland Public Library)
- Pam was great. (Pam - University of Cincinnati)
- service was great!!! really wanted to help me! (Librarian122 - Cleveland Heights-University Heights Public Library)
- within a very short period of time ad.alicia found the answer to my question I'm impressed! (ad.alicia - AfterDark)
- The librarian that helped me was very helpful. She gave me websites on how to help the envoironment!!! (Librarian166 - Logan County District Library)
- This librarian helped me a lot. ii have never had someone so great help me like this ever before ! (ad.bertram - AfterDark)
- THANK YOU SO MUCH FOR HAVING SOMEONE AVAILABLE TO HELP ME AT 10PM ON A SAT NIGHT! I APPRECIATE THE SERVICE!! (ad.sam - AfterDark)
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this was seriously the best service that i've ever received!! i love knowitnow!!!!!!!!!!:) (librarian163 - Cleveland Public Library)
- (Additional comment for librarian163: Extremely impressed! Exceeded expectations!)
- I really love the kind service librarain133 brought to me! (Librarian133 - Cuyahoga County Public Library, North Royalton Branch)
- i think that the librarians are very nice and they are experts at giving you the exact website you need!! thank you for having this website and i will defanetly use it again!:) (Librarian31 - Columbus Metropolitan Library)
- Megan was a great aid to assist me in navigating through the search process. I greatly appreciate the immediate assistance. It helped me to get some additional ideas that I had not readily considered. I will pass the word onto others that may need additional assistance. (Megan - Oberlin College)
- Let all the Librarians know that we all greatly appreciate them and all they do (Librarian84 - Cleveland Public Library)
- KnowItNow24x7 is the one of the most invaluable services a library can provide to its patrons. The staff always goes that extra mile to try to answer my questions, no matter how far-fetched or seemingly difficult they appear. It's comforting to know that in the wee hours of the morning, if I get stuck or comfounded trying to find answers that there is always a resource I can turn to to provide live/human assistance. Please don't ever discontinue this service. (ad.verity - AfterDark)
- Terese was so extremely helpful, and didn't make me feel like an idiot because I couldn't find an article that my professor gave me to research for class. I have ordered the article and can now breath a sigh of relief. (Terese - Wright State University)
(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: Screen Names
When virtual reference librarians from other services find out that many KIN24x7 librarians use screen names with the format librarian#, they are surprised. In a panel discussion posted online, Eileen Abels (of the Internet Public Library) said "Using 1st names is very positive. Makes it personal. At NYPL, there's Nick and Nora." The practice of using "real" names is widespread in virtual reference and comes with advantages, most importantly being that it provides a human face for the service. QuestionPoint's policy on screen names provides a fairly solid recommendation.
The SparkRef software allows KIN24x7 librarians to change the display name as often as necessary. A screencast providing step-by-step directions for changing your screen name is available online here. Your username and password that you use to login to SparkRef will stay the same. All statistics and transcripts are keyed to that information. The name that is displayed to patrons within the chat and the name which appears in the transcript can be changed in the SparkRef - Edit My Profile - Nickname field.
Here are some guidelines and tips in choosing and using a more human display name:
- Be Yourself: On shared accounts (i.e., those SparkRef logins shared by an entire department or library), each KIN24x7 librarian can change the Nickname field when they change shifts (and delete their Nickname when they end a shift). No logging out is required.
- Be Consistent: Using a consistent nickname for yourself allows QuACK, other librarians, and supervisors to be able to provide both kudos and guidance to individual librarians on shared login accounts.
- Be Anonymous (If You Want To): Although "real" names are preferred, a librarian can choose to use a pseudonym. If you wish to be anonymous, simply choose a name other than your own. The point is to get away from librarian# as your display name.
- Avoid Literary/Historical Characters: Using a display name like Frodo, Sherlock, or Athena will call attention to the name and away from the actual interaction with the patron (unless this is your real name).
- Affiliation: Although not required, some sort of affiliation or location in your display name provides the patron with an immediate orientation: e.g., Pat @ Cincinnati; Jim, Toledo Library; Ann in Youngstown. Another alternative is simply to use the name of the service: Liz@KIN24x7.
- Avoid Acronyms: Patrons in Toledo may not recognize CPL or PLCH.
Statistics: August 2010
September 7, 2010, will mark KnowItNow24x7's sixth anniversary of serving the residents of Ohio. All those libraries that generously contribute staff time to answer questions on the service are greatly appreciated. Since September 2004, librarians staffing KIN24x7 have handled a total of 636,296 sessions by webchat, email, and instant messaging. Keep up the great work!
In honor of the service's upcoming birthday, we recognize all those institutions serving patrons this past month:
| Institution |
Number of Web Chat Sessions Handled |
|---|---|
| NEO-RLS |
1230 |
| Cleveland Public Library |
639 |
| Cuyahoga County Public Library |
114 |
| Akron-Summit County Public Library |
62 |
| Oberlin College |
59 |
| Worthington Libraries |
52 |
| Columbus Metropolitan Library |
50 |
| Wright State University |
48 |
| Bowling Green State University |
42 |
| University of Cincinnati |
37 |
| Public Library of Cincinnati & Hamilton County |
34 |
| Lane Public Library |
31 |
| State Library of Ohio |
30 |
| Columbus State Community College |
29 |
| Sinclair Community College |
26 |
| Twinsburg Public Library |
25 |
| Lorain Public Library System |
21 |
| Ashtabula County District Library |
20 |
| Ohio Wesleyan University |
20 |
| Orrville Public Library |
19 |
| Birchard Public Library |
16 |
| Defiance College |
16 |
| Mansfield/Richland County Public Library |
15 |
| Owens Community College |
15 |
| Willoughby-Eastlake Public Library |
15 |
| Canal Fulton Public Library |
13 |
| Cleveland State University |
13 |
| Martins Ferry Public Library |
12 |
| Greene County Public Library |
11 |
| Kirtland Public Library |
11 |
| Logan County District Library |
11 |
| Elyria Public Library |
10 |
| Cleveland Heights-University Heights Public Library |
8 |
| Lima Public Library |
8 |
| Ohio Dominican University |
8 |
| Delaware County District Library |
7 |
| Toledo-Lucas County Public Library |
7 |
| Westlake Porter Public Library |
7 |
| Marietta College |
6 |
| Rio Grande Community College |
5 |
| Southern State Community College |
5 |
| Urbana University |
5 |
| Clark County Public Library |
4 |
| Medina County District Library |
4 |
| Muskingum College |
4 |
| Shawnee State University |
4 |
| Washington County Public Library |
4 |
| Washington-Centerville Public Library |
4 |
| Shaker Heights Public Library |
3 |
| Westerville Public Library |
3 |
| Wright Memorial Public Library |
3 |
| Defiance Public Library |
2 |
| Mount Union College |
1 |
| Wayne County Public Library |
1 |
The KnowItNow24x7 email-answerers are also due recognition:
| Institution |
Number of Emails Replied To |
|---|---|
| Martins Ferry Public Library |
17 |
| Washington County Public Library |
13 |
| Medina County District Library |
10 |
| NEO-RLS |
9 |
| Portsmouth Public Library |
4 |
| Franklin-Springboro Public Library |
4 |
| Canal Fulton Public Library |
3 |
| Rocky River Public Library |
1 |
Finally, Greene County Public Library served twenty people by instant messaging. The KIN24x7 Coordinator also handled twenty-four web chat sessions and several emails, just to keep his reference skills intact.
For even more statistics, check out the Statistics page at the KIN24x7 Provider site.
ONLINE RESOURCES OF THE MONTH: Reference Renaissance Resources
The 2010 Reference Renaissance Conference was held in Denver, Colorado, from August 8 to 10. KnowItNow24x7 and L-net had the opportunity to present a session on our collaboration, but a number of other presentations also provided useful and interesting information, both for KIN24x7 specifically as well as libraries in general. The links below provide additional information as well as access to just some of the trends and resources shared at the conference:
- The Detailed Schedule of sessions provides both abstracts as well as downloadable files of individual presentations.
-
QR Codes: These can be photographed by smart phones with a free downloadable reader which automatically launches a website, video, or file. Some suggested uses for QR Codes in reference:
- QR Codes in Fiction stacks linking to lists of read-alikes.
- QR Code posted near copy machine linking to video about how to operate it.
- QR Codes posted in nonfiction stacks linking to subject databases.
- For more information, check out at this presentation given by Andrew Walsh, University of Huddersfield Library, UK. Andrew was the keynote speaker at Reference Renaissance.
- Audioboo at audioboo.fm - Think YouTube for audio podcasts. Ever wanted to get your library its own radio show? Audioboo is easy to use and free.
- Pew Internet & American Life Project: Mobile Access 2010 - Provides some very interesting statistics on mobile phone use. For example, "African-Americans and English-speaking Latinos continue to be among the most active users of the mobile web."
- Standards for the 21st-Century Learner from ALA - Provides standards for information literacy. Good for public and school librarians.
- READ Scale (Reference Effort Assessment Data)© at www.dom.edu/library/READ/index.html - Developed Dr. Bella Karr Gerlich, this scale provides a context for reference transactions for statistical analysis.
- Dr. Marie Radford (Rutgers) research:
- Top 10 Trends in Academic Libraries at http://crln.acrl.org/content/71/6/286.full (with ramifications for public libraries as well)
- Futures Thinking for Academic Librarians: Higher Education in 2025 (June 2010) (PDF)
(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 like Douglas Anderson at Ashtabula County District Library!
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.