1. Erin Hvizdak Marilyn VonSeggern Jane Scales Washington State University, Pullman, WA Washington Virtual Reference Conference, March 18, 2016

3.  What questions were not Answered?  What information was needed to answer the question?  How can we better help our librarians and other librarians to answer these questions?  Seemed straightforward enough…

4.  Full transcripts ◦ 11/14-1/29 ◦ “Follow-Up By Patron’s Library” ◦ Every other transcript chosen, up to five per week  Total: 34 WSU patrons; 31 non-WSU patrons

5. Seventy-eight (78) transcripts: Forty-three (43), or 55% were “Answered.” Twenty-six (26), or 33% were coded “Follow Up by Patron’s Library.” Three (3), or 4% were coded “Lost Call.” Six (6), or (8%) were not coded.

6. Ninety-five (95) transcripts: Fifty-three (53), or 56% were “Answered.” Thirty-eight (38), or 40% were coded “Follow Up by Patron’s Library.” Four (4), or (4%) were not coded. There were no Lost Calls.

7. Non-WSU Librarians: Fifteen (15), or 27.8% were coded “Follow Up by Patron’s Library.” WSU Librarians: Fourteen (14), or 25.9% were coded “Follow Up by Patron’s Library.”

8.  Coded per LibAnswers categories  Then more specific categories  What information was needed by the patron?  What information was needed by the librarian to answer the question?  Could they answer the question? Why or why not? [Here is where it got sticky!]

9. More policy! (Reference, 6 lost connection) More reference! (8 lost connection)

10. Our patrons:  Borrowing: Global campus, renewals/fines/fees  Database access: Cannot access articles/books with account  Study rooms (3 in sample) Non-WSU patrons:  Borrowing: Access policies, renewals  Reference: Finding articles, information, etc.  Citation (5 in sample, 3 lost connections)

12.  Lost connections ◦ Happened with reference-type questions – why? ◦ Unsatisfied, bored, or really a technical issue? ◦ Not their librarian, confused/uncomfortable?  Courtesy referrals ◦ The librarian answered it… So when is a referral really necessary? ◦ WSU librarians referred more reference questions. Was this just a courtesy? ◦ WSU students have fewer “reference” questions in chat, or non-WSU librarians are answering them more often?

13. I entered a study room at about 8:45pm and wanted to book it, however online it says it is already reserved for the remainder of the evening. I'm just a little confused as to if I am able to stay in here. We lived in the South Fairway family housing in the late sixties. Do you have any photos of that area during or near that period in the archives (and accessible online)? It might be faster to either visit your library or call them directly: If you have any questions or problems using the request forms, please contact us.

14.  Do we know if the patron is satisfied? ◦ Unmonitored referrals  Kwon, 2006: Referrals received same satisfaction as partially or not answered (out of 420 transcripts) ◦ Lack of body language, etc. that clues us into whether or not the patron is satisfied.  Contact information ◦ Can giving appropriate contact information be considered an answered question (even if that is not the original question)? ◦ Why can’t patrons find this information on their own? ◦ Put those first in profile or policy page? Kwon, N. (2006). User satisfaction with referrals at a collaborative virtual reference service. Information Research, 11(2).

15. Patron: I have had several problems over the last two weeks, mainly in viewing on-line publications. The latest attempt gave me this message: ! Your Library account has expired ! Please contact the circulation department at (509) 335-9672 for more information. This is baloney. I twice extended my privileges over the last ten days! Librarian: I would be happy to give you the contact information... Patron: That would be great, thank you. Librarian: Your other option would be try to use a single database, rather than a discovery tool... Librarian: Holland and Terrell Libraries Access Services (509) 335-9672 Librarian: So there is the contact information... Librarian: Would you like to try a single database? Librarian: I would be happy to walk you through that process Patron: Ok, thank you for all your help. I have been having trouble with the single databases as well, so I should probably just contact the library. Patron: Thank you though! Have a great day.

16.  Policy/local questions ◦ Our students had those more often. What does that say about LibGuides, website, etc.? User testing… ◦ We already knew we had issues… here the proof.  LibGuides/Policy page ◦ Even when information was there, librarians (WSU and non-WSU) weren’t finding it. User testing… ◦ Is it the medium that trips us up?

17. how long does it take for an ILL to arrive? Will the library send email about the arrival? Hi, I am out of the country, but I have one book as due today. Could I get an extension till next week so I can return it properly? i am in Prosser and i wonder if its possible to get the book mailed

18.  Reviewing LibAnswers and FAQs, for completeness, keywords  Improve our information and findability: Website, policy page, LibGuides  Training: Establish policies and procedures (time spent with patron, communication style, etc.)  What do we need to send to quality control?  Reviewing our greeting and other scripts

19.  Updating the policy page and other information sources ◦ Using transcripts to put FAQs on top, or making that information more clear  Conduct usability studies with librarians to make sure your information is clear  Call/email the library directly  What else?