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.
Elizabeth used a very conversational tone, and didn’t get flustered by questions like “Do you eat ice cream with your left or right hand”, offered suggestions from sites the student required. Well done!
9:46:08
elizabeth
Good Morning!
9:46:09
Guest
Why does the moon change shape?
9:46:24
Guest
Good Morning
9:46:59
elizabeth
I am searching through one of our databases.
9:47:13
elizabeth
Did you see the full moon two weeks ago?
9:47:39
Guest
No but I did see the last waxing gibbous
9:49:11
Guest
Are you a computer
9:49:34
elizabeth
I am using a computer!
9:50:05
Guest
Do you eat ice cream with your left or right hand
9:50:31
elizabeth
I found some awesome information on the moon: http://www.worldbookonline.com.kin.oplin.org/student/article?id=arwithheld&st=moon
9:51:26
elizabeth
If you look under the subtitle, Phases, you will find out why the moon changes shapes!
9:51:50
Guest
Where is the subtitle
9:53:31
elizabeth
All of the subtitles are on the left side in bold. The other subtitles The movements of the moon and Rotation and orbit also explain why the moon changes shape.
9:54:21
Guest
thanks do you want to help stop world hunger
9:55:38
elizabeth
Yes, of course. A way to stop world hunger is to manage our lifestyle that does not harm other areas of the world.
9:55:57
elizabeth
Can I help you with more information on the moon or any other subject?
9:55:59
Guest
THen go to freerice.com
9:56:30
Guest
Can you help me find good books
9:56:49
elizabeth
I'll check that out later! Thanks!
9:57:05
elizabeth
What kind of books do you enjoy?
9:57:33
Guest
any kind of genre but medium size books
9:58:10
elizabeth
I like the classics like A Christmas Carol by Charles Dickens, especially this time of the year.
9:58:53
Guest
you can go to shaker.org click on our schools find woodbury click on libary recources and click on ar bookfinder I like books with a 3.0to5.0 pionts and 4.0 to 5.0 book level
9:59:38
Guest
Anyway I donated 1560 grains of rice in two days on freerice.com
9:59:51
elizabeth
Wonderful!
10:02:03
Guest
sorry but I cant take a christmas carol because our school has this progam called accerlated reader to see if you are reading so it is point based on how many points it holds and
10:02:24
elizabeth
I am on your school's web site and clicked on library resources.
10:03:01
elizabeth
It seems strange that A Christmas Carol is not on a list for points for reading, when it is a classic everyone should know the story.
10:04:58
elizabeth
Have you thought about any stories on King Arthur?
10:05:09
Guest
well if it is not on there I cannot take it because my teacher Dr.lie says it will count agianst us if we do not use it in fact ifyou are perfect on tests.quizzes.and homework but you dont use the progam your highest gread will be a C-
10:05:53
Guest
I do not know who king authur is
10:07:55
elizabeth
He was a semi-factual king during the early years of England's history, even before England became a country. There are many legends about him and his wife Gwenivere and Sir Lancelot. I am looking at list of books about him on the advanced reading page.
10:08:57
Guest
do not go on accerlated reader anywhere but shaker schools because if you go there It will damage your computer instantly
10:09:12
Guest
my libiran told me about it
10:09:56
elizabeth
The advanced reading page is through the Shaker Heights school library web site.
10:10:07
Guest
I know
10:11:29
elizabeth
Are you on a school computer in the school library?
10:11:55
Guest
nope i am at home for winter break
10:12:01
elizabeth
Oh!
10:12:47
elizabeth
I am not quite certain I understand the book level and point system your school uses. What grade are you in?
10:12:55
Guest
5th
10:13:04
elizabeth
O.K.
10:13:15
Guest
i dont understand it euther but I have to use it
10:14:48
Guest
sorry everything i just said was a typo
10:15:37
elizabeth
I think I found a story book about King Arthur: http://www.arbookfind.com/bookdetail.aspx?q=withheld&l=EN&slid=withheld
10:15:49
elizabeth
How will you borrow the book, when you are at home?
10:16:23
Guest
I can go to the school libary right after winter break
10:16:33
elizabeth
Good.
10:16:37
Guest
or i can place a hold
10:17:24
elizabeth
What do you think of this book as an option to read?
10:17:53
Guest
good book but that will only last me a day
10:19:47
elizabeth
In case you change your mind on A Christmas Carol here is a link from your school library that might help you: http://www.arbookfind.com/bookdetail.aspx?q=withheld&l=EN&slid=withheld
10:20:04
elizabeth
Meanwhile, let me search for another great story to read!
10:20:17
Guest
to high booklevel
10:20:43
elizabeth
Sorry. Let go back to A Christmas Carol and find a slightly easier version.
10:22:57
elizabeth
Here is another version of the story that might be in your range of reading skills: http://www.arbookfind.com/bookdetail.aspx?q=withheld&l=EN&slid=withheld
10:23:55
elizabeth
Do you like adventures on the sea or in the west (cowboy stories)?
10:24:11
Guest
Yes
10:24:47
elizabeth
I am going to start looking for books that about the sea!
10:26:20
Guest
isnt that what we are learning about in Soical Sutdies
10:26:48
Guest
Spanish exploration
10:27:28
elizabeth
Well stories about the sea will help you understand some of the dynamics of the Spanish exploration.
10:27:39
Guest
well yaeh
10:30:58
elizabeth
I was going to give you a retelling of Mutiny on the Bounty called Mutiny on H.M.S. Bounty, but the list that follows says Not Available. But I going to give it to you anyway. Maybe you could go to the public library and check it out: http://www.arbookfind.com/bookdetail.aspx?q=withheld&l=EN&slid=withheld
10:31:37
Guest
okkkkkkkkkkkkkkkkkkkkkk
10:32:31
elizabeth
Would you like biographies on any Spanish explorer?
10:32:45
Guest
No
10:33:02
elizabeth
That is fine.
10:33:23
Guest
Expaet maybe mallegam
10:33:37
elizabeth
O.K. I can look up Magellan!
10:34:50
Guest
Thank you
10:35:06
elizabeth
Here is a biography on Magellan: http://www.arbookfind.com/bookdetail.aspx?q=withheld&l=EN&slid=withheld
10:36:26
Guest
Thaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaakkk yoooooooooooooooooooooooooooooooooouuuuuuuuu sooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooo muuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuucccccchhhhhhhhhhhhhhhhhhh yoooou have been a aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaawwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwssssssssssssssssssssssssssssssssssssssssssooooooooooooooooooooooooooooooooooooooooommmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee librain bou i have to go
10:37:03
elizabeth
Thank you for using KnowItNow, your online reference resource.
http://provider.knowitnow.org/node/21495
Our second highlighted transcript features Tess who answered a complex and difficult question. She was very thorough and provided a wide range of resources, checked in with patron and explained search strategies in order to help the student answer a tough question. She also stayed with the call despite the end of the shift and closed it in a positive way. Great job!
23:19:05
Guest
I need to compare and contrast the influence of the African Diaspora in Brazil and the U.S.. Consider such areas as agriculture, urban life, family life, music, dancing, art, food, and religion...I need to know where to look. Thanks.
23:19:13
ad.tess
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.
23:20:32
ad.tess
Are there types of sources you need to use, such as articles or something else?
23:21:17
Guest
Actually the prof was not specific and I think any source would be ok.
23:21:29
ad.tess
okay
23:22:10
ad.tess
A good place to start would be the open web then. May be able to find some good sources there.
23:22:23
ad.tess
I'm taking a look now to see what I can find
23:23:05
Guest
Yea, I've been looking around for a few days now..Library , online, etc.
23:23:35
ad.tess
It's not an easy topic.
23:24:00
ad.tess
Probably will take putting info from multiple resources together
23:24:03
Guest
NO, and I cant find anything specific.
23:24:57
ad.tess
My first strategy will be to just start with the African diaspora in Brazil, then separately search US
23:25:10
Guest
I was considering looking at what the Africans influenced originally and compare with how things are now.
23:25:42
Guest
for each country..
23:25:50
ad.tess
That would be an interesting angle
23:26:17
ad.tess
So comparing original vs current in both countries
23:26:17
Guest
I was just hoping to make it a little simpler
23:26:26
Guest
yes
23:27:51
ad.tess
To me that seems more difficult, since it would be comparing 4 broad elements (2 countries, 2 time periods)
23:28:25
ad.tess
but, I suppose it depends on what information is out there.
23:28:51
Guest
Yes it would be, but I'm just not having luck locating the info for Brazil...not much of a problem for U.S.
23:29:31
ad.tess
That makes sense
23:31:03
ad.tess
I found an article on the topic in Brazil. Not extremely detailed but gives some interesting impacts. I just skimmed first part, but already see comparisons/contrasts to U.S., such as slavery.
23:31:10
ad.tess
Here's the link - http://www.africandiasporatourism.com/index.php?option=com_content&view=article&id=254:the-african-diaspora-in-brazil-slavery-slave-trade-a-cultural-heritage&catid=93:culture-3&Itemid=134
23:32:15
Guest
Looks good and has a nice amount of references..
23:32:35
ad.tess
Yes, seemed pretty authoritative
23:33:58
ad.tess
I've been scanning through a few others but that one best so far
23:34:05
ad.tess
haven't tried my databases yet, though
23:35:54
Guest
Yea...just need a little more on family life, urban life and agriculture. the other topics seem pretty straightforward, but this article looks good. I'm willing to hit the library again if you find any books..
23:36:37
Guest
grate
ful for your help23:36:48
ad.tess
you're welcome
23:37:59
ad.tess
I can check Cleveland Public's catalog for books. Also checking my databases for more articles.
23:38:42
Guest
Fantastic
23:39:01
ad.tess
Also, I think as for agriculture, somewhere in that one article there was talk of the influence on sugar, coffee crops, economy in Brazil
23:39:07
ad.tess
similar to cotton in US
23:39:42
Guest
I'll look again..
23:40:18
ad.tess
If you don't see it, let me know. I may be confusing it with one of the other sites I scanned.
23:42:17
ad.tess
I found a really thorough article in a database, but still no urban or family life info, but I think it may still be helpful
23:42:29
ad.tess
I can send the link and after you click on it just enter your zip to view it.
23:42:43
ad.tess
While you take a look, I'll check for books in the catalog
23:42:47
ad.tess
here's the link...
23:42:58
ad.tess
http://web.ebscohost.com.kin.oplin.org/ehost/detail?vid=10&hid=12&sid=01c8ddbc-6573-4f0f-8a41-7bwithheldb35ad%40sessionmgr11&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=f5h&AN=withheld
23:47:22
Guest
cool... some great stuff here! Just think trying to find the Diasporas influence to urban life and family life in Brazil pretty obscure info to locare.
23:47:36
Guest
locate
23:47:55
ad.tess
yes, that's what I'm discovering
23:48:22
ad.tess
Also in the catalog, the books seem focused more on slave trade, cultural and agricultural influences as well
23:49:14
Guest
Yes...urban and family life in U.S. no prob.
23:49:22
ad.tess
right
23:51:19
ad.tess
In the catalog, a keyword search of african diaspora and brazil brought up about 30 items.
23:51:50
Guest
for Cleveland Public Library?
23:52:18
ad.tess
yes
23:52:44
ad.tess
I've been looking through the list but often difficult to tell if anything in the book would be helpful
23:53:19
ad.tess
Many appear to be essay collections
23:53:22
Guest
I went to the main branch with the list I thought would be good and found hardly anything.
23:53:51
Guest
Essays would be fine and I would go back.
23:54:42
ad.tess
Here's one that is available. I'm hoping it will have some info on more modern influences.
23:54:49
ad.tess
http://cpl.bibliocommons.com/item/show/withheld_new_social_movements_in_the_african_diaspora
23:55:59
ad.tess
Here's one on Afro-Brazilians, but it looks like it's out
23:56:02
ad.tess
http://cpl.bibliocommons.com/item/show/withheld_afro-brazilians
23:57:27
ad.tess
Here's another that's in but historical in nature - http://cpl.bibliocommons.com/item/show/withheld_from_africa_to_brazil
23:59:17
Guest
Yea I looked for this one. that last book looks great. Gonna try to get that one.
23:59:34
ad.tess
great
0:00:47
Guest
Ok.. I'm gonna take what youve given me and see what I can do.
0:01:09
ad.tess
Ok. Hope this info helps.
0:01:29
ad.tess
I found one article on social conditions of blacks in Brazil that may help with urban/family life
0:01:34
ad.tess
Would you like to see before you go?
0:01:50
Guest
Thank you Sooo much. greatly appreciated!
0:01:58
ad.tess
You're welcome
0:02:01
ad.tess
here you go...
0:02:02
ad.tess
http://web.ebscohost.com.kin.oplin.org/ehost/detail?vid=18&hid=12&sid=01c8ddbc-6573-4f0f-8a41-7bwithheldb35ad%40sessionmgr11&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=f5h&AN=withheld
0:02:43
ad.tess
I sent the abstract page, but there is a link to the full text pdf to the left
0:02:57
Guest
Cool.. thx
0:03:05
ad.tess
no problem
0:03:40
ad.tess
searching articles for that subject, black social conditions brazil, may help with the urban part of your topic
0:04:30
Guest
Yea, just have to accept it wont be as simple as I wanted..
0:04:57
ad.tess
Yea, this is an interesting topic, but not simple
0:05:39
Guest
yes, it was a great class
0:06:31
ad.tess
My shift ended at midnight, would you like me to transfer you to another librarian to see if they can find anything else?
0:07:22
ad.tess
or would you prefer to work with these resources for now?
0:09:46
ad.tess
Are you still online?
0:10:46
Guest
yes
0:11:29
Guest
no..I will work with what I got for now. Again, Thanks!
0:11:59
ad.tess
ok. I'll disconnect then. You'll get a copy of your transcript in your email as well.
0:12:08
ad.tess
You're welcome. Enjoyed helping you with your research.
0:12:10
ad.tess
have a good night
0:12:19
Guest
Thanks! you too..
0:12:36
ad.tess
thanks
0:12:37
ad.tess
bye
http://provider.knowitnow.org/node/19198
Honorable mentions:
http://provider.knowitnow.org/node/35707
http://provider.knowitnow.org/node/18017