Presentation on theme: "Best Practices Session Agenda August 16, 2007 M. F. Berninger Review of attendees Business update - Mark Thoughts about virtual marketing seminar Jargon-watch:"— Presentation transcript:
Best Practices Session Agenda August 16, 2007 M. F. Berninger Review of attendees Business update - Mark Thoughts about virtual marketing seminar Jargon-watch: is it just about marketing? Local knowledge base for Wisconsin Time for transcripts
“Its All About Them” – Key takeaways Have a long-term marketing plan Understand the key components of your audience Define & prioritize segments of your audience Remember your internal audiences Keep your message consistent Designate a media spokesperson Stories work! Good design pays off Collect feedback
Building on “Its All About Them” Lots of new ideas bubbling up Let’s keep the energy up and share our ideas Slam the Boards – September 9, 2007 http://answerboards.wetpaint.com/page/Slam+the+B oards%21 Wisconsin PR campaign outline – Mark Illinois is sharing its newly released PR materials
Jargon Watch – Is it just about marketing and retaining market share? Get over the idea that you can get patrons to do/want/need what you think they should Don’t impose your values on your patrons Communicate clearly using language the patron understands Library Terms that Users Understand: http://www.jkup.net/terms.html http://www.jkup.net/terms.html Bull Fighter jargon-fighting software: http://www.fightthebull.com/bullfighterfaq.asp http://www.fightthebull.com/bullfighterfaq.asp
What’s right for our patrons and us? If it is “All About Them” maybe we should talk THEIR talk – not ours Is it our job (and good customer service) to connect with folks in chat using words they feel comfortable with so they stick around to find out how to get their questions answered? Or do we have a primary responsibility to educate patrons and increase their information literacy by exposing them to correct terminology? Does our responsibility vary by audience? Should we interact differently with students at any level than we do with the general public? Will some of our patrons go elsewhere (like the answer boards), or give up if they don’t understand or feel comfortable with the words we use in responding to them?
How big a problem is this? According to John Kupersmith, “Library Terms that Users Understand”, http://www.jkup.net/terms.htmlhttp://www.jkup.net/terms.html –The average user success rate for finding journal articles or article databases is 53% (in 19 tests at 13 libraries reporting this information). Narrative descriptions suggest that terminology is a major factor. According to Marie L. Radford, “Investigating Interpersonal Communication in Chat Reference: Dealing with Impatient Users and Rude Encounters”, The Virtual Reference Desk: Creating a Reference Future –Relational disconnect/failure to build rapport was one of the prime barriers to successful chat interactions. –Her recommendation - “Avoid jargon or language that will create a barrier or send the message that you are blindly following the rulebook.”
Great sources for alternate terms Washington State University’s Library Lingo database: http://www.wsulibs.wsu.edu/electric/search/category_results.a sp?loc=lingo&cat=all http://www.wsulibs.wsu.edu/electric/search/category_results.a sp?loc=lingo&cat=all The University of Utah’s J. Willard Marriott library’s library glossary: http://www.lib.utah.edu/science/glossary.htmlhttp://www.lib.utah.edu/science/glossary.html Cornell University Library’s Glossary: http://www.library.cornell.edu/newhelp/glossary.html#B http://www.library.cornell.edu/newhelp/glossary.html#B Lovely for “US” but too advanced for use with the general public: the Online Dictionary for Library and Information Science (ODLIS) by Joan M. Reitz http://lu.com/odlis/odlis_b.cfm http://lu.com/odlis/odlis_b.cfm
What other words could we use? From the WSU Library’s Jargon Database Reference - The process of librarians answering library users' questions about research or finding information; the section of the library in which this takes place. abstract - A summary of a book or article bibliography - The list of works cited by an author at the end of an article, paper, book, or other research-based writing. catalog / catalogs - The database that lists the books, journals and other materials owned by a given library. Circulating - This means that the item may be checked out or borrowed. Citation / citations - The information given in a periodical index, catalog, or bibliography about a particular book, article or other information resource. The citation may include the article title, periodical title, book title, place of publication, publisher, volume, pages, and date.
Update on Public Relations Renee Ponzio Reference Services Manager L.E. Phillips Memorial Public Library 715-839-1683 firstname.lastname@example.org
Ask?Away User’s Council update Joy Schwarz Web Librarian/Interlibrary Loan Librarian Winnefox Library System 920-236-5220 email@example.com
Wisconsin Local Knowledgebase We’re learning more about the process Discussing implementation process with others –“I wish we’d started sooner!” –“Include everything” –“Don’t get hung up on perfection” –“It’s invaluable to our work” Review the recording of Tuesday’s presentation on KB editing if you couldn’t attend Check Wiki page
Next Steps Agreeing on guidelines for questions to be submitted –Questions about Wisconsin –Questions of concern to Wisconsin residents and visitors –Questions that can be addressed by resources held exclusively (or primarily) in Wisconsin collections History of places/people/things/ideas Genealogy Business Natural resources Government Politics Environment Who will step up to the plate? –Librarians willing to submit questions and act as editors
The Chat Patron: I need your help please. I am a grad. student at ASU in Jonesboro and I need a journal article from a journal that we do not have. I am doing a research paper. I would appreciate it if you could email this paper to me or help me out. It's: Your Cheatin Heart: Attitudes, Behaviors, and Correlates of Sexual Betrayal in Late Adolescents. Journal of Research on Adolescence V9 n3 p227-52 1999 Librarian 1: Hi,. I'm a librarian from Wisconsin and will try to help you with your question. I'm reading your question now. Librarian 1: Your local library will interlibrary loan this item for you. Let me see if they have an online request form to use. Librarian 1:Go to this web page: http://libinfo.uark.edu/ill/default.asphttp://libinfo.uark.edu/ill/default.asp Librarian 1:You will be able to log in and request the article you need. They will respond to your request. Librarian 1: If you need further assistance, please feel free to contact us again. Thank you for using the Ask?Away Service. Librarian 1: Librarian ended chat session. Librarian 1:Resolution: Followup By Patron's Library
Follow up by UA Librarian 2:, we cannot supply the article to you as an individual. Our electronic resources are licensed for the use of the faculty, staff, and students of the University of Arkansas. We would be breaking legal agreements if we sent a copy of the article to someone outside these categories. Although we have the article in print, we do not photocopy documents covered by copyright and send to others outside of the regular channels of interlibrary loan. I apologize that the librarian who answered your question (who answered as part of a group--we handle questions for multiple institutions and vice versa) did not catch that you are at ASU, assumed that you were at UA, and sent you a Web page about our services. I will refer this question to quality control in order to minimize future occurrences of this type of mistake. Please accept my apologies for that mistake. However, I cannot supply the article. ILL at ASU must obtain it for you. ASU may obtain it from us, and perhaps from another institution. Here is the Web page for ILL at ASU: http://www.library.astate.edu/dept/ill/ill.htm Anytime that you need something not at your local library, Ellis, your ILL service is your resource to supply that article. Reference Department, Univ of Ark Librarieshttp://www.library.astate.edu/dept/ill/ill.htm
Feedback: Clarify patron’s library affiliation Patron logged in and said, "I am a grad. student at ASU in Jonesboro and I need a journal article from a journal that we do not have." Since the student logged into the UA service, that meant that she was not a UA student but was hoping that the University of Arkansas might have the resource she needed. Librarian could have asked a clarifying question about the student's school before sending the webpage, since the librarian sent an ILL page from the UA library – not the student's "local library." Remember - You can’t assume that patrons enter the service through the institution with which they are affiliated.
Feedback: Proper use of closing scripts Librarian closed call with "Thank you for using the Ask?Away Service.” Section six of the Best Practices document (http://questionpoint.org/policies/bestpractices.pdf) recommends: Before closing, ask the patron if their question has been answered ("Does this completely answer your question?") or if they need additional information.http://questionpoint.org/policies/bestpractices.pdf If the patron indicates that they need no additional information, send the appropriate Goodbye script provided by the patron's library. If no Goodbye script is available, thank them for using the service and encourage them to return if they have more questions. It's important to not use the name of the your own library in the goodbye message because that has been confusing to patrons who are not familiar with that service name.
In Conclusion Thanks for your participation Final thoughts or announcements from the group? Burning issues we should plan to discuss in September or October? Susan McGlammery of QP will be joining us in September Happy chatting/emailing/searching!