Congratulations for this month go to ad.alex2 (AfterDark) and Librarian79 (Cleveland Public Library, General Reference). Fellow providers, if you haven’t looked at the client comments which are posted on the KnowItNow24x7 Provider Site, spend a few minutes there and pat yourself on the back.

Ad.Alex2 did a great job of finding resources for a patron looking for industry statistics on solar power. In addition to providing several web resources for the patron, Alex also recommended the Business Department at the Cleveland Public Library, and resources at local colleges. This was a great way to inform the patron of potential print information.

Librarian79 was amazingly persistent in helping a patron locate an electronic version of the third book in the Twilight series. Librarian79 worked with the patron for over an hour to locate the item, and walk the patron through the process of downloading the book.

(Note from KIN24x7 Coordinator: As you can see from the line at 11:10:02 am in Librarian79's transcript, they decided to utilize the Co-Browser in an act of desperation. As everyone should be aware now, the Co-Browser should not be used for the reason mentioned in the chat, in addition to other reasons. This transcript provides an opportunity to once again emphasize this. This one issue does not detract, however, from the herculean persistence and patience exhibited by the librarian, but a few suggestions for other solutions to the Co-Browser use are in order. If you need a patron to "see" something, try using your computer's PrintScrn function and pasting an image into a document. This can then be shared with the patron via the Send Files function. If possible, try downloading a screencapture application (like Jing, for example) and using this to share short, concise screencasts via a link. Check out this link for a presentation on this idea from our Oregon colleagues. This would allow patrons the chance to review procedures even after a session is over. Other ideas? Feel free to post comments here. - Don Boozer)

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.

Sincerely,
QuACK (Quality Assurance Committee for KnowItNow24x7)

ad.alex2's transcript
provider.knowitnow.org/node/308?id=144178

21:42:02 Guest Where can I found good industry statistics on the solar power industry? I need to compare the commercial market to the residential market.
21:43:00 ad.alex2 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.
21:45:13 ad.alex2 What kind of istatistics do you need about the solar power commercial & residential markets
21:45:21 ad.alex2 statistics, sorry....
21:46:59 ad.alex2 Are you still online?
21:47:23 Guest Yes I'm here
21:48:07 Guest I would like to know what the industry dollar values are in each market, their growth rates, etc
21:48:51 Guest number of businesses in each industry
21:49:23 ad.alex2 OK, thanks. Were there any databases you looked at earlier that I don't need to look at?
21:49:40 Guest no i don't even know where to begin
21:50:08 Guest just need credible sources
21:52:37 ad.alex2 OK, that helps, thanks. I'll see what I can find, but you may still want to check with a metro public library with a business department (such as Cleveland PL) or if this is for a college assignment, a university library such as CSU or Baldwin-Wallace College.
21:53:34 ad.alex2 Cleveland Public Library business librarians are on KnowItNow during the day from 9 AM - 5 PM. They will have access to sources I have no access to.
21:53:55 ad.alex2 However, let me see what I can find now. Please wait while I search.
21:54:15 Guest Ok, thanks for the tips, it is for business research so the Cleveland Public Library sounds like a good backup plan
22:01:37 ad.alex2 http://www.solarelectricpower.org/resources/reports.aspx has reports you can look at . registration is required, but some of the reports appear to be free with registration. Others require membership in the association.
22:07:17 ad.alex2 Still searching.
22:08:21 Guest ok i'm am signin up to see the reports on this one
22:08:50 ad.alex2 OK.
22:10:39 Guest They want too much info that I don't want to give out on that one.
22:11:42 ad.alex2 OK. I'll keep looking, but that was the most promising report I've seen so far.
22:12:28 Guest Ok
22:17:12 ad.alex2 You may want to take a look through the "reports" section from the U.S. Energy Information Administration http://www.eia.doe.gov/fuelrenewable.html
22:21:20 ad.alex2 also this http://www.eia.doe.gov/emeu/mer/renew.html
22:26:51 Guest ok this looks like a good start here with the last two links
22:27:13 Guest I won't take up anymore of your time, thank you very much for your help!
22:28:01 ad.alex2 That's what we're here for! Come back anytime.

Librarian79's transcript
provider.knowitnow.org/node/335?id=140035

10:19:05 Guest I just finished the 2ND twilight book;New Moon and we had school off today so I cannot get the third from her is there any way that I could read it online for free?
10:19:20 Guest Hello there!
10:19:32 librarian79 Hi, Guest.
10:19:47 Guest Just to let you know the thrid one is called Eclipse.
10:20:03 Guest If you do not mind me asking what is your name?
10:20:07 librarian79 Let me check to see if your local library has it available online - that would be the Akron Summit Co. Library - correct?
10:20:13 librarian79 Marion
10:20:47 Guest Yes, Marion the one next to Northfield Elementary.
10:21:49 Guest I like your name.
10:23:12 librarian79 Thank you.
10:23:28 Guest Your welcome.
10:23:31 librarian79 Only seeing this as a print copy....
10:23:42 Guest oh...
10:23:51 librarian79 or a CD.
10:24:01 Guest Could we check a different library?
10:24:29 librarian79 Well - you would need a library card for a different library.
10:24:36 librarian79 Do you have any other cards?
10:25:02 Guest Well I do have one for Cuyahoga Co.
10:25:17 librarian79 OK - pls hold while I check their catalog.
10:25:27 Guest Okay.
10:28:52 librarian79 They do carry this title as an ebook, however....
10:29:08 librarian79 the only type they have available is the Mobipocket eBook.
10:30:45 Guest What does that mean?
10:32:31 librarian79 You will need to have the mobipocket ebook software downloaded on your pc in order to read this book.
10:32:40 librarian79 http://www.mobipocket.com/en/DownloadSoft/ProductDetailsReader.asp
10:35:20 Guest Okay hold on.
10:35:34 Guest Okay now what do I do?
10:37:07 Guest The mobipocket is installed.
10:37:44 librarian79 Great!
10:38:50 Guest Okay now how do I get the book???
10:39:11 librarian79 Now you will need to go to the CCLibrary catalog....
10:39:28 Guest How do I do that???
10:39:38 librarian79 Try this link - http://ebcd.cuyahogalibrary.org/6C3715EA-D0FA-4F11-ABFB-A06AC23F2A31/10/227/en/SearchResults.htm?SearchID=26496766
10:39:47 librarian79 If you can't access that...
10:40:15 librarian79 go here - http://sciron.cuyahoga.lib.oh.us/search/X
10:40:51 librarian79 Were you able to get into the first link I sent?
10:41:06 librarian79 or the second?
10:45:03 Guest I really do not know how to do this.. Is there any other websites that i could just find on google because i do not think that my mom likes it when i download things on her computer...
10:45:26 librarian79 Sorry - this book is not going to be available "for free" online.
10:46:06 librarian79 You will either have to purchase it online to download it or borrow it from a library and download it for free.
10:46:22 Guest Are u sure... No where? Is there any site that just has a bunch of books online open to the public for the publc?
10:46:39 librarian79 Yes - there definitely are sites like that...
10:47:00 Guest Well then wouldnt they have it?
10:47:12 librarian79 but those are for books considered to be "in the public domain" or which have been released by the author and publisher
10:47:28 librarian79 but that means they don't get $ for it.
10:47:44 librarian79 That is where the public library can help you out.
10:47:54 Guest So does that mean it will not be on there?
10:48:27 librarian79 A popular, commercial title like this is not usually released for free.
10:48:47 Guest Well since we cannot find it any other way then lets just try it on the MobiPocket.
10:48:59 librarian79 OK - can you access the catalog?
10:49:18 Guest Yes but i do not know how to get to the book.
10:49:26 librarian79 I"ll show you....
10:49:32 Guest okay.
10:50:23 librarian79 1st you will need to tell me which link you were able to access - the 1st or 2nd one I sent to you?
10:51:09 Guest 2nd becuase the 1st one says that there is an error
10:51:42 Guest and then it just makes me start over and goes to SEARCH
10:52:17 librarian79 OK- now you need to look to the right and click on "advanced search" under Search Options ...
10:52:21 librarian79 do you see that?
10:52:50 Guest Yes i am there
10:53:00 librarian79 good - This should bring up a number of search boxes...
10:53:17 Guest yes...
10:53:18 librarian79 We want to fill in the first box with the author's last name
10:53:21 librarian79 Meyer
10:53:29 Guest oKAY
10:53:50 Guest done
10:54:08 librarian79 You also need to change the pulldown menu on the left so that it says "author"
10:54:18 Guest did that
10:54:22 librarian79 great
10:54:35 librarian79 now go to the box below that and change that to title
10:54:46 librarian79 and fill in the text box with eclipse
10:55:16 Guest what do i do to the box that says "and"
10:55:31 librarian79 just leave that
10:55:36 Guest Okay done.
10:55:49 librarian79 OK - then scroll down to the option which says "material type:"
10:55:55 librarian79 and select
10:56:06 librarian79 etext
10:56:30 Guest Okay done
10:56:35 librarian79 now click on "submit"
10:56:53 librarian79 This will bring you to another page.
10:57:05 Guest it said no entrys found... :(
10:57:06 librarian79 Click on Connect to An electronic book accessible through the World Wide Web; click for information
10:57:30 librarian79 Try it a second time.
10:58:24 Guest it did the same thing... :(
10:59:08 librarian79 I would send you the link to the title if I could but because of the type of search it is, the catalog won't let me.
10:59:24 Guest Under Author should i put Stepenie Meyer instead of just MEYER?
10:59:48 librarian79 No
10:59:54 Guest K...
11:00:15 librarian79 Try doing the search without specifying the "material type"
11:00:27 Guest k.
11:01:21 Guest Okay that worked now what do I do?
11:01:27 librarian79 great
11:01:51 librarian79 Now you should see a page of entries.
11:02:01 Guest I do.
11:02:28 librarian79 You will need to click on the one with the icon of the state of Ohio in a blue circle with a red "e"
11:03:00 librarian79 Make sure you click on the title part
11:03:31 librarian79 This should bring you to a new page.
11:03:41 Guest i cant find it
11:04:28 librarian79 There should be an entry for Eclipse [electronic resource] / Stephenie Meyer. Meyer, Stephenie, 1973-
11:04:40 librarian79 with a little icon on the left
11:06:04 Guest All they have is 4 items ; 3 books and 1 CD.
11:07:48 librarian79 No, there should be an entry with electronic access.
11:07:57 Guest THey have an Ohio search on the right side and one for new electronic resources.
11:08:39 librarian79 Author Meyer, Stephenie, 1973- Title Eclipse [electronic resource] / Stephenie Meyer.
11:09:38 Guest None of them say that there is only one that says [Sound Recording]
11:10:02 librarian79 I'm going to try to get you in by using a feature of this software which may freeze the computer up
11:10:46 Guest okay i hope it does not freeze the comp.
11:11:08 librarian79 If so, pls just call Cuyahoga County Public and see if they can walk you through their catalog - 216.398.1800
11:11:19 Guest k
11:12:16 librarian79 I'm going to send you something from their catalog and it'll open up a new tab or window.
11:12:24 Guest k
11:12:24 librarian79 http://sciron.cuyahoga.lib.oh.us/search/X
11:12:36 Guest I have accepted the Cobrowse invitation for http://sciron.cuyahoga.lib.oh.us/search/X
11:12:54 librarian79 You should see a blank catalog search screen.
11:12:58 Guest yes
11:13:15 Guest now do i do the same thing that i di b4?
11:13:16 librarian79 goodf
11:13:20 librarian79 *good*
11:13:24 librarian79 http://sciron.cuyahoga.lib.oh.us/search/X#
11:13:25 librarian79 http://sciron.cuyahoga.lib.oh.us/search/X?SEARCH=a:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D
11:13:45 librarian79 Now I'm sending you results from a search on Meyer and eclipse.
11:14:05 librarian79 No - just let me do the work
11:14:09 Guest i got it! The electronic resource!!!:)
11:14:17 Guest :^0
11:14:43 Guest :^0 :^0 :^)
11:14:46 librarian79 Wonderful
11:14:52 Guest yes!
11:15:06 librarian79 At this point you will need to click on the title with the icon and ...
11:15:09 librarian79 you should see
11:15:23 librarian79 http://sciron.cuyahoga.lib.oh.us/search~S41?/Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D/Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D&SUBKEY=a%3A(meyer)%20and%20t%3A(eclipse)/1%2C6%2C6%2CB/frameset&FF=Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D&2%2C2%2C
11:15:41 librarian79 a link Connect to An electronic book accessible through the World Wide Web; click for information
11:15:47 librarian79 When you click on that
11:15:53 librarian79 http://sciron.cuyahoga.lib.oh.us/search~S41?/Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D/Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D&SUBKEY=a%3A(meyer)%20and%20t%3A(eclipse)/1,6,6,B/l856~b10857546&FF=Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D&2,2,,1,0
11:16:18 librarian79 You will see an entry for Adobe PDF eBook and
11:16:27 librarian79 for Mobipocket eBook
11:16:28 Guest okay
11:16:49 Guest Now what?
11:17:30 librarian79 You will want to click on add to digital cart for the Mobipocket ebook
11:17:44 librarian79 http://sciron.cuyahoga.lib.oh.us/search~S41/Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D/Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D&SUBKEY=a%3A(meyer)%20and%20t%3A(eclipse)/1,6,6,B/frameset&FF=Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D&2,2,
11:17:54 librarian79 http://sciron.cuyahoga.lib.oh.us/search~S41?/Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D/Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D&SUBKEY=a%3A(meyer)%20and%20t%3A(eclipse)/1,6,6,B/l856~b10857546&FF=Xa:(meyer)+and+t:(eclipse)&searchscope=41&SORT=D&2,2,,1,0
11:18:07 Guest okay but will this cost any $?
11:18:12 librarian79 no
11:18:18 Guest okay
11:18:36 librarian79 at that point you will need to follow the instructions for checking out an electronic book
11:18:45 Guest k
11:19:49 librarian79 See this page if you need help with this part - http://ebcd.cuyahogalibrary.org/6C3715EA-D0FA-4F11-ABFB-A06AC23F2A31/10/227/en/Help-Policies-Borrowing.htm
11:23:19 librarian79 I will have to leave you now - do you think you can take it from here?
11:27:54 librarian79 http://sciron.cuyahoga.lib.oh.us/
11:31:20 Guest yeah bye
11:32:10 librarian79 Thanks for using our service. Come back again if you need help with another question.