The world’s libraries. Connected. Session 4: 24/7 Reference Cooperative and staffing the 24/7...

The world’s libraries. Connected.

Session 4: 24/7 Reference Cooperative and staffing the 24/7 Reference Cooperative Queue

Susan McGlamery, QuestionPoint & 24/7 Reference Cooperative Manager

Monday 8th December 2014


Session 1. December 1st 10.30-11.30. Introduction to Enquire, what it is, local service, SCL Universal Offers and more. Session 2. December 2nd 10.30-11.30. Let's get chatting - chat basics, using scripts, using policy pages Session 3. December 3rd 2.30-3.30. Offline worlflow - answering offline questions, referring to colleagues Session 4. December 8th 10.30-11.30. 24/7 Reference Cooperative and staffing the 24/7 Reference Cooperative Queue Session 5. December 9th 10.30-11.30. Administrator training - new user accounts, running and interpreting reports, institution level information Session 6. December 10th 2.30-3.30. Creating local services - Qwidget or full form, ad hoc or permanent and the email form

Training classes


Glossary of useful terminology

• QuestionPoint – this is the software that underpins the Enquire service

• Enquire – is the subscription service of 58 library authorities in England and Scotland participating in collaborative virtual reference

• Chat – online, real time Q&A sessions

• Offline – a chat session to be answered more comprehensively by email later, or referred by our UK and US partners locally

• OCLC’s 24/7 Reference Cooperative - US Libraries who cover Enquire when UK staff are not online, supplemented by OCLC backup staff

• Local Services – these are configurable services over an above the Enquire stream, so use locally however you wish


Agenda1. Introduction to the 24/7 Reference Cooperative

2. Who are the patrons?

3. Best Practices

1. Get off to a good start

• Pick up patrons promptly

• Cooperative greeting: setting expectations

• Understand the query

2. Send appropriate resources

• Identify the resources available to the user (policy pages)

• Pushing pages

3. Have a happy ending

• Final Satisfaction Q

• Follow up

• Ending the session


24/7 Reference Cooperative

1. What is it?2. Purpose of the Cooperative3. Who are the patrons?4. Overview of Coop policies and Best

Practices


Enquire works due to the commitment and loyalty of the subscribing authorities.We are all cogs that contribute to a national virtual reference presence for libraries

Libraries as partners


• The mission of the 24/7 Reference Cooperative (the "Cooperative") is to provide high-quality information to the communities served by the cooperative network of member libraries (the "Members") in the most efficient manner possible.

• You are standing in the shoes of the Coop library (just as that library stands in your shoes, when you are offline)

Mission of 24/7 Coop:


CONFIDENTIAL – NOT FOR DISTRIBUTION

8

“Thanks for being available

24/7.”

“I will definitely be using this for the rest of my academic career in high school and college!”

“This service is wonderful !!! The librarians are so helpful and very nice. Please don't ever discontinue this service.”

“9:00pm on a Sunday night and I get help from a useful librarian. Fantastic!”

Denver Public library

What patrons say about QP …


Who are the patrons?


No national US service, instead many (but not all) libraries belong to a statewide or regional service

Who are the patrons?


11

Statewide/Regional Global Group Customers

Alaska

QP Statewide Services

States with QP public libraries

Washington

Oregon Idaho

Montana

Wyoming

North Dakota

South Dakota

Nevada Utah

California

Arizona

Colorado

Nebraska

Kansas

New Mexico

Texas

Oklahoma

LA

Arkansas

MS

AL

Tennessee

Missouri

Georgia

FL

SC

N Carolina

Iowa

KY

IllinoisIndiana

Ohio

WV VA

Penn

Minnesota

Wisconsin

Michigan

New York

Maine

VTNHMA

RICT

NJ DEMDDC

Hawaii

Statewide services:MD, MN, PA, WA, OR, NY

De facto QP Statewide Services


• Language: spelling, idioms

• Education: Grades not key stages

• Government:• Not accessed through local government –so ‘local questions’ are mainly about

their library (renewal, holds, circ record)

• Instead of local councils, it’s City Hall (with mayors)

US vs UK


• Spelling:

• -er, -or, -og in US is –re, -our, -ogue in UK

• US: catalog; UK: catalogue

• Words (jumper, chips, etc)

• Idiomatic Expressions

• See http://www.macmillandictionary.com/options.html

• Tip: If you aren’t sure, ASK for more information or RE-STATE the question, to clarify

Language

http://www.macmillandictionary.com/options.html


Grade structure

Age Range US Education Level

UK Comparison

1st Grade 6-7 Elementary Year 2 Primary

2nd Grade 7-8 Elementary Year 3 Primary (Key Stage 2)

3rd Grade 8-9 Elementary Year 4 Primary

4th Grade 9-10 Elementary Year 5 Primary

5th Grade 10-11 Elementary Year 6 Primary

6th Grade 11-12 Middle Year 7 Secondary (Key Stage 3)

7th Grade 12-13 Middle Year 8 Secondary

8th Grade 13-14 Middle Year 9 Secondary

9th Grade 14-15 High Year 10 Secondary (Key Stage 4)

10th Grade 15-16 High Year 11 Secondary

11th Grade 16-17 High Year 12 College

12th Grade 17-18 High Year 13 College

Education. Unlike our Key Stages, the US uses a Grade system:

• Tip: Use the subject guides under Homework Help in the wiki to get started: http://wiki.questionpoint.org/Homework+Help

http://wiki.questionpoint.org/Homework+Help


• Homework help

• Related to individual library: circulation record, policies on returning books, ebooks

• College students who are using the local public library resources

• Fewer questions about local council issues

Common types of questions


• Preview patron information

Who is the patron?


Who is the patron:Info Tab and “Policies” link


Info tab in chat monitor

Where is this patron from?


From the Patron form


Policy Page: click on “Policies”


Public Library Policy Page


Policy Pages

• Template for each library in the Cooperative

• Information about your library to assist other libraries to answer your patrons’ questions

• Be sure it is up to date

• All policies within the same group are linked via drop down list

• For policies of groups other than those you’re monitoring, “Search Policy Pages”


24/7 Coop Policies and Best Practices


1. Policy page: to determine what library resources are available to that patron

2. Engage with the patron: Clarify the question

Feedback: ask patron if this answers the question

Final Satisfaction: before closing, ask if patron needs anything else

3. Use Follow Up by Patron Library resolution code (and be sure the patron has left an email) if you can’t provide a complete answer

How to answer a Coop question


24/7 Coop policies and best practices


Coop Policies


Best Practices


24/7 Policies and Best Practice documents• http://wiki.questionpoint.org/247-Policies

• http://wiki.questionpoint.org/247-Best-Practices

• Find them on the QuestionPoint homepage or on the Enquire Staff Pages – Help guides, hints & tips

http://wiki.questionpoint.org/247-Policies

http://wiki.questionpoint.org/247-Best-Practices


1. Get off to a good start

• Pick up patrons promptly

• Cooperative greeting: setting expectations

• Understand the query

2. Send appropriate resources

• Identify the resources available to the user (policy pages)

• Pushing pages

3. Have a happy ending

• Final Satisfaction Q

• Follow up

• Ending the session

Best Practices for Cooperative Reference


1. Getting started: Select all queues available


How many librarians are on duty?

What do the numbers mean?1 queue: Local queue only

9 queues: Local service plus Enquire

40+ queues: Local service, plus Enquire plus 24/7 Reference Cooperative

130+ queues: QP Backup staff – monitoring Public Libraries and Academic queues for everyone in coop. They should answer as a last resort


When a session comes in: Pick up promptly




• Send a greeting immediately: • Hello, my name is Mark, and I'm a reference librarian in the UK. Your

library and my library are part of a cooperative service, and I am helping out your library as their staff aren't available to chat right now. I'm reading your question...

Or

• Hi, my name is Jane and I am from the xxx library in the UK. I am reading your question now…

Or

Some libraries have a greeting script, using the name of their service, which you could adapt

Get off to a good start: Greeting



TIP: Don’t use the Enquire greeting (ie “Welcome to Enquire, the national reference enquiry service)” with non-Enquire patrons!

Using a greeting stating that you are answering from the UK on behalf of the patron’s library sets expectations for both parties:

The patron may be more willing to offer a greater explanation and as the answering librarian, it may be that you need to ask for more information

Greetings Tips


• Ask at least ONE question, even if it is just to clarify what the patron needs

• If you are unsure what the patron needs, just ASK

P: What is the turnover of Tree of Life?

L: Could you tell me is Tree of Life some sort of business ? thanks

Understand the query: REFERENCE INTERVIEW


Example: Reference Interview

Patron: Facts on Tornado Jarrell, Texas.

L: Hello, thank you for your question. I'm [Pat] from [name of library] in the UK covering the 24/7 Cooperative. I'll see what I can find. Do you know when this tornado happened?

P: 27th of may 1997 im pretty sure

L: Here's some information. I will also keep looking...

[L sends webpage from NOAA]

L: Here are photos taken shortly after the tornado...

[L sends webpage]


• Use the policy page to determine what resources are available

• Users expect that Qs can be answered by whomever picks up the chat, including Qs about the library

• Many local questions can be answered using the policy page:

• Does the library have this book/article?

• Locating resources using library databases (a card number or password is often available for chatting librarian’s use only)

• Policies on overdues, fines, fees, returns

• TIP: if the info is not on the policy page or library webpage, verify patron’s email and code Follow Up by Patron Library

2. Send Appropriate Resources: Policy Page


Finding the User’s Library/location: Policy Page; Info Tab


• Patron: does the library have a microfiche reader so I can access information about theatre history

• Librarian: Do you use the New York public library?

• Patron: New York Library of Performing Arts please

Answer from the perspective of the patron’s library


• P: My boyfriend needs to take an MCAT practice exam that will take around 5 hours. Would he be able to come to the downtown library, with his laptop, to use the internet? Thank you

• L: Hello, thank you for your question. I'm [Tom] from [name of library] in the UK covering the 24/7 Cooperative. I'll see what I can find. Which is his local library?

• L: Is it Seattle Public Library?

• P: The central library in Seattle, WA

• P: yes

Example: Patron Information Tab


• Most, but not all, of the libraries within a statewide group have their own policy page

• All policy pages of a consortia are grouped together

• Many libraries in the 24/7 Coop are not part of a group:

• New York PL, Brooklyn PL, Queens PL are all in New York City but are 3 separate library systems

• None of those 3 is part of Ask Us 247, which is a group in New York State (e.g., Buffalo, Syracuse, et. al.)

Don’t make assumptions based on the queue name: check the policy page first, and ask if the patron if you are unsure

Individual libraries


User goes to statewide service, Ask Here PA


Statewide Policy Page


Individual PA public library policy pages are grouped


Or, user came through his local library (Philadelphia)


Policy Page link connects to that library’s policy page


• Link to library catalogue and databases

• Subject guides, arranged by topic (if available)

• Homework help resources such as tutoring

• Circulation:• Fines, fees, holds

• Interlibrary loan and purchase suggestions

• Troubleshooting tips for PINs, etc

Policy Pages for (practically) everything


Example: Policy Pages

P: Does the library have wireless access?

L: According to their policy pages: 'Wireless access is provided at every branch with no time limits. No passwords required'.

P: perfect

P: thank you

L: You're welcome!

L: Here's additional information...

[L sends webpage from library website]

L: Thank you for contacting the 24/7 Cooperative. I hope you will use the service again soon. It would be very helpful to us if you would complete the survey. Goodbye.


• Provide resources without doing their homework for them

• Some Coop libraries have scripted messages for homework help and/or subscribe to an online tutor service (see policy page and/or library scripted messages)

• Look on policy page for library’s homework sites/guides

Dealing with US school kids


• 30% to 40% of use of VRS in US is probably from school age kids (9 y.o. to 17 y.o.) doing homework

• “Class bombs” can occur

• consult “rude patrons” policy [section 4.5.1 of Policies]

• Several statewide groups (i.e. PA) promote heavily in the schools

• Tip: Look at library’s policy page for Use Homework Help section in the Ready Reference wiki to find good US homework sites

Send appropriate resources: Homework Help


Homework help? Use the Policy page


For information on a topic:Many libraries have subject guides


• Worst case scenarios: Rude, nonsensical, or swarming

• Rude Patron policy: section 4.5.1 of the Coop Policies

• http://wiki.questionpoint.org/247-Policies#45TypesofPatrons

• Positive: "I would appreciate it if you didn't use that kind of language if we are going to continue”, not

• Negative: "we don't tolerate that kind of language”

Problem patrons

http://wiki.questionpoint.org/247-Policies


• Before closing, ask the patron if the question has been answered (“Does this completely answer your question?”) or if additional information is needed.

• If the request cannot be adequately answered during the session, code the session for Follow Up

• If Follow Up is needed, before ending the session:

• Verify email address

• Ask for deadline

• Send Goodbye message from Patron Library, not Enquire (if no good bye script, just thank the patron for using the service)

• Never add descriptive codes to a 24/7 session, the local library will add them as appropriate to their institution

3. Ending the session


• Answered: no additional information is needed by patron.

• Follow Up by Patron's Library: In most cases, use this code anytime followup is needed.

• Lost Call: If the patron never responds and does not have an email address. Do not use Lost Call if the patron left an email address; instead, use Follow Up by Patron's Library.

Resolution Codes


Assign Resolution Code; Do not use descriptive codes for non-Enquire patrons

The only 2 Resolution codes to use are:Answered – you consider it answeredFollow up by Patron’s Library – sends it back to the patrons local library for follow up. You do not do offline research for 24/7 sessions


• L: I haven't heard from you in a while. If you need anything else please come back to us. Thank you for contacting the 24/7 Cooperative. I hope you will use the service again soon. It would be very helpful to us if you would complete the survey. Goodbye.

• What resolution code should the librarian use?

Disconnected Patron: Section 4.4.2 of Policies


Going deeper into their site via Policy Pages: example


Sample session


Patron info tab



Librarian checks patron’s catalogue…


Subject browse for author


Search by author name


Keep the patron informed of your progress


Librarian finds item


Librarian sends link to book, asks for feedback



• Message from Nancy Buck (ADMIN): Thank you, yes, there IS a problem with the catalog at the moment! Great that you caught that! --Michele, Grateful Librarian in Virginia, USA

Reply from librarian re catalogue problem:


Quality


Quality assessments:

Everyone within QuestionPoint has the ability to raise queries regarding quality.

For Enquire this is generally done through reporting to [email protected]

For the US, Librarians go directly to Quality (which we do on your behalf).

The quality is assessed against the Best Practices and Policy pages:

mailto:[email protected]


In the question –Refer To– box pick as follows and type in a comprehensive assessment


However, we also get it wrong: the most often cited issues

• Not checking the policy pages

• Not checking where the customer originated

• Using the Enquire greeting

• Advising the customer to contact their library when that’s exactly what they did do via chat (relevant to Enquire, UK local services as well as 24/7 Reference Cooperative)

• Using descriptive codes

• Using the Lost call resolution – answer only ‘answered’ or ‘follow up by patron library’


Working through a specific question:

Question History

Patron: I am trying to access ALLDATA or the Chilton Library via the SPL website

I am unsure however how to locate it from the SPL homepage.

Librarian: Hello there, Enquire is an international 24/7 enquiry sevice. Would you like me to provide you with contact details for your local library service?

Patron: hi there I am trying to access the ALLDATA or the Chilton Library database via the SPL homepage

Patron: Hello?

Patron: hello?

Librarian: Hello there, Please contact Chilton Library directly via the links on this website and they will be able to advise you...http://www.librarything.com/venue/76548/Chilton-Public-Library

Patron: What about ALLDATA?

Librarian: They will be able to advise you about the difficulties you are experiencing with ALLDATA directly.

Patron: I am not experiencing any difficulties other than the fact that I cant access it via the SPL homepage

Patron: I am talking about the Chilton Automotive Repair Manuals

Librarian: On the Tiffin-Seneca Public Library Homepage it give this email contact for any difficulties with the [email protected] Chilton Library. Does that help?

Librarian: 06:41:32 2014/09/26 (GMT -0400) These are all the contacts given on the SPL Homepage...Tiffin-Seneca Public Library 77 Jefferson St., Tiffin, Ohio 44883 419-447-3751 [email protected]. This also gives you the option to phone to speak to someone directly, if you would prefer that to emailing them.

Patron: Patron is no longer connected.

Librarian: Librarian ended chat session.

Librarian: Note: Set Resolution: Answered

http://www.librarything.com/venue/76548/Chilton-Public-Library




Working through the query:

1. The first response is to offer to send the "contact us" page to the patron. This is nonsensical because the patron has *already contacted the library* (in the question header: https://www.spl.org/using-the-library/get-help/ask-a-librarian/ask-a-librarian-chat-form

https://www.spl.org/using-the-library/get-help/ask-a-librarian/ask-a-librarian-chat-form

https://www.spl.org/using-the-library/get-help/ask-a-librarian/ask-a-librarian-chat-form


2. The Librarian then tells the patron to contact "Chilton" library - and sends a link to LibraryThing. Chilton is a resource (specifically, an automotive repair manual widely held by US libraries), not a library (as the patron explains to Ian subsequently). The librarian did not (1) look at the library's policy page, which states the patron library is Seattle or (2) look at the Patron Info tab, lower left of the chat monitor, which also states the library name is "Seattle".

A quick Google search of chilton library service shows the database 2nd on page 1.


Click on Databases in the header (the header reflects completed information)


Following the link from Databases, A – Z list:


https://www.spl.org/library-collection/articles-and-research/databases-a-z


3. The Librarian ignores the patron's message that Chilton is a repair manual not a library: then sends a link to some other library with the name "Chilton" in the title. That link relates to a library in Ohio - not at all helpful for this Seattle Washington patron! TIP: If you doesn't understand what the patron is asking for, engage in a reference interview and clarify, but do not ignore the patron. The key here is to put yourself in the patron’s position, or what you would expect if it were someone helping your users.


We expect the US libraries to provide the service for our users in the 13 hours they monitor our service when we are not online. There are policies for a reason and we get complaints from US libraries which are passed on to the answering staff member directly. In the same way that we also report poor quality and customer service from our customer sessions.

The fundamental rules of cooperative (UK>UK, UK>US, US>UK) are:

(1) Purpose of the 24/7 Coop service, which is to try to assist patrons online (not merely tell them to contact their local library)

(2) 24/7 Best Practices: http://wiki.questionpoint.org/w/page/13839421/247-Best-Practices

(3) Policy pages: what they are, what they do, why librarians should consult them

(4) Patron Info: how to determine what library the patron is from (Policy Page, Patron Info tab, referrer URL)

Tip: Assist all users how you would want your own customers to be dealt with.

http://wiki.questionpoint.org/w/page/13839421/247-Best-Practices


• I've just finished my first 24/7 session!! It was great!! I managed to answer one question, pointing a library user to their appropriate website. The sense of achievement. The sense of power!! Of nation talking to nation!!! Er, I'm going to lie down in a darkened room for a little while....

And this is what one of you said after their first question:


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