Brief Exemplary Reference Award: Lindsey Wharton, Florida Keys Community College

Lindsey knew exactly where to retrieve the information for this brief transaction. She further elaborated of the differences between symbols and metaphors. The student left happy with the information they received.

Detailed Exemplary Reference Award: Greg Sidberry, Nova Southeastern University

Greg worked diligently to find more information for a patron who was doing genealogy research. Greg established a friendly interaction with the patron who was grateful for the time he took to try and further her knowledge of the person she was researching. Excellent job!

Salena Coller

Teaching Exemplary Reference Award: Salena Coller, Sanford-Brown Institute 

Salena led her patron to a good database for her topic, suggested search strategies, helped the patron refine her searches and THEN helped her find a great resource for another assignment and discussed availability of resources for that assignment. A lot packed into a session!

Transcripts: The three winning transcripts can be read on the toolbox website. 

Each month we receive numerous nominations for fantastic reference. Here are the other nominees.

Brief Chat:

Maggie H, FSU Libraries
Janice B, Lee County
Lisa, Keiser University
David G, Jersey College
Robin B, Hernando

Detailed Chat:

Ingrid, Pasco Hernando CC –
Beth K, Valencia College
Kristen J, Polk State
Jan S, UF

Teaching Chat:

Kira, Ask A Librarian Staff
Jaime G, Ask A Librarian Staff
Lori L, Lee County
Eric, Florida Keys CC

Nominate: Show your statewide colleagues that you value the customer service they provide to your patrons and students with a nomination. You can nominate yourself or your co-workers sessions in the Ask a Librarian Toolbox at: https://info.askalibrarian.org/toolbox/exemplaryreference/nominatetranscript/ or when closing a live chat session.

THANK YOU!

A huge thanks to everyone for all their hard work on Ask a Librarian – without each of you, Ask a Librarian would not be a success.

Brief Exemplary Reference Award: Angela Falsey, St. Petersburg Public Library

Angela was able to walk a customer through an issue with MLA formatting. The customer responded with “You are the best”. Angela did a great job quickly and effectively answering the question!

Detailed Exemplary Reference Award: Carolyn Wallace, Alachua County Library System

Carolyn walked a customer through running a custom search for business type in Ref USA to look for a business. The customer was appreciative of the help Carolyn extended. Way to go Carolyn!

Teaching Exemplary Reference Award: Kira Smith, AAL Intern

The three winning transcripts can be read at: https://info.askalibrarian.org/toolbox/august-2013-exemplary-reference-transcripts/

Each month we receive numerous nominations for fantastic reference. Here are the other nominees.

Brief Chat:

Carolyn W, Alachua County
Kathy Babcock, Lee County
Kira S, Ask A Librarian Staff
Laura D, Tampa Hillsborough
Lisa, Keiser University
Marie, Art Institute of Tampa
Bronwyn M, AAL Intern
Jaime G, AAL Intern
Shaundra L, Florida State University Libraries
Sonja P, Florida State University Libraries

Detailed Chat:

Deb, USF St. Pete
Warren, Orange County Library
Kathy B, Lee County
Marie D, Seminole County Library System
Susan S, Hodges University
Jaime G, AAL Intern
Carolyn W, Mandel Public Library of West Palm Beach
Jaime G, St Petersburg College
Abby S, Florida State University Libraries
Sonja P, Florida State University Libraries

Teaching Chat:

Diana, Ask a Librarian Staff
Allison G, NOVA
Deb, USF St. Pete
Marni, NW FL State College
Debora S, Palm Beach Atlantic
Susan S, Hodges
Kathleen H, Jacksonville Public Library

Nominate: Show your statewide colleagues that you value the customer service they provide to your patrons and students with a nomination. You can nominate yourself or your co-workers sessions in the Ask a Librarian Toolbox at: https://info.askalibrarian.org/toolbox/exemplaryreference/nominatetranscript/ or when closing a live chat session.

THANK YOU!

A huge thanks to everyone for all their hard work on Ask a Librarian – without each of you, Ask a Librarian would not be a success.

Brief Exemplary Reference Award: Angela Falsey, St. Petersburg Public Library

Angela was able to walk a customer through an issue with MLA formatting. The customer responded with “You are the best”. Angela did a great job quickly and effectively answering the question!

Detailed Exemplary Reference Award: Carolyn Wallace, Alachua County Library System

Carolyn walked a customer through running a custom search for business type in Ref USA to look for a business. The customer was appreciative of the help Carolyn extended. Way to go Carolyn!

Teaching Exemplary Reference Award: Kira Smith, AAL Intern

The three winning transcripts can be read at: https://info.askalibrarian.org/toolbox/august-2013-exemplary-reference-transcripts/

Each month we receive numerous nominations for fantastic reference. Here are the other nominees.

Brief Chat:

Carolyn W, Alachua County
Kathy Babcock, Lee County
Kira S, Ask A Librarian Staff
Laura D, Tampa Hillsborough
Lisa, Keiser University
Marie, Art Institute of Tampa
Bronwyn M, AAL Intern
Jaime G, AAL Intern
Shaundra L, Florida State University Libraries
Sonja P, Florida State University Libraries

Detailed Chat:

Deb, USF St. Pete
Warren, Orange County Library
Kathy B, Lee County
Marie D, Seminole County Library System
Susan S, Hodges University
Jaime G, AAL Intern
Carolyn W, Mandel Public Library of West Palm Beach
Jaime G, St Petersburg College
Abby S, Florida State University Libraries
Sonja P, Florida State University Libraries

Teaching Chat:

Diana, Ask a Librarian Staff
Allison G, NOVA
Deb, USF St. Pete
Marni, NW FL State College
Debora S, Palm Beach Atlantic
Susan S, Hodges
Kathleen H, Jacksonville Public Library

Nominate: Show your statewide colleagues that you value the customer service they provide to your patrons and students with a nomination. You can nominate yourself or your co-workers sessions in the Ask a Librarian Toolbox at: https://info.askalibrarian.org/toolbox/exemplaryreference/nominatetranscript/ or when closing a live chat session.

THANK YOU!

A huge thanks to everyone for all their hard work on Ask a Librarian – without each of you, Ask a Librarian would not be a success.

Hot Topics: Customer Service Excellence, or How to Win an Exemplary Reference Award 

Wednesday, September 26, 2012
2-3 pm ET

Basically, starting in August, we will be asking everyone to nominate based on a Best Practice Theme. The theme for August will be Best Customer Service Chat.

Through the past couple of years, it has become harder and harder to pick winners from the nominees. The librarians who staff the service are resourceful and are highly experienced. It shows in the quality of the Chats! And, we have nominated based on the presence of two of the criteria that we have available in Toolbox.

The purpose of the QA Workgroup and Exemplary Chats has been threefold: (1) give recognition to excellent digital reference, (2) provide a bank of chats for teaching, and (3) provide incentives to improve digital reference skills.

With the growth of the AskALibrarian Service over almost 10 years, the staff of the service has grown also in competence and experience. The idea of a theme of a specific Best Practice seems like a natural evolution of that growth!

Here are some of the criteria that will be used in the future:

· Most Enthusiastic Librarian
· Most Exemplary handling of a difficult patron
· Most Exemplary e-gov question
· Most Exemplary t Mobile Reference session
· Great Customer Service
· Most Exemplary Use of Library Materials
· Most Exemplary Use of Non Library Materials
· Most Efficient and Accurate Answer for a Patron at a library Other Than one’s own
· Best Rapport While Keeping it Real with a Patron.

So, we ask you, please keep self-nominating! The response that we’ve gotten in self-nominations has been wonderful. We appreciate your interest and participation!

So now please choose a Chat that matches the Best Practice Theme of the month, “Great Customer Service.” The Quality Assurance Workgroup will be selecting Exemplary Chat winners only from those that display the monthly theme.

Starting in August, we will be looking for “Great Customer Service” for that month in all three categories for Exemplary Chats.

Pat Barbier and Joyce Ward (Co-Chairs of the QA Workgroup)

Don’t forget you can nominate here: https://info.askalibrarian.org/toolbox/exemplaryreference/nominatetranscript/

The three winning transcripts can be read at: https://info.askalibrarian.org/toolbox/january-2012-exemplary-reference-awards-transcripts/

Show your statewide colleagues that you value the customer service they provide to your patrons and students with a nomination. You can nominate yourself or your co-workers sessions in the Ask a Librarian Toolbox at: https://info.askalibrarian.org/toolbox/exemplaryreference/nominatetranscript/  or when closing a live chat session.

A huge thanks to everyone for all their hard work on Ask a Librarian – without each of you, Ask a Librarian would not be a success.

Brief Exemplary Chat – Matt Burrell, Florida State University Libraries

Matt B. was prepared with knowledge of how to navigate the Florida Administrative Code and was able to direct the patron to the right spot. In addition, Matt spotlighted the definition of some of the legal terms. His patron was grateful for a fast accurate response!

Detailed Exemplary Chat – Richard Llewellyn, NOVA Southeastern University

Although Richard could not see a student’s resources, he was able to give the student good advice in finding specific journal titles and then narrowing a search in databases that were likely to carry those journals. Richard also suggested that the student contact the home library for more specific help if those leads did not help.

Tom Caswell, University of Florida

Teaching Exemplary Chat – Tom Caswell, University of Florida

Tom C. actually helped a student twice, first in accessing the student’s college resources, and then during the second chat, he explained how to narrow to peer reviewed articles in a database. Tom was able to suggest search terms and some search strategy to the student. It is always good when patrons are satisfied and return for more help!

Congratulations to our winners!

Each month we receive numerous nominations for fantastic reference. Here are the other nominees:

Brief Chat:

Kaya vB, USF St. Petersburg

Diana M, Santa Fe College

Greg S,  NOVA

Diana R, Ask a Librarian Staff

Bronwyn M, Ask a Librarian Staff

Susan S, Hodges University

Amy M, Santa Rosa County

Amanda S, Everglades University

Susan S, Hodges University

Jaime G, Ask a Librarian Staff

Greg S, NOVA

Lora G, Niceville Public Library

Nataly B., FSU

Ingrid P, Pasco Hernando CC

Detailed Chat:

Gary Parsons, FAU

Greg S, NOVA

Susan S, Hodges University

Bronwyn M, Ask a Librarian Staff

Amy-Jane M, Lee County

Ingrid, Pasco Hernando CC

Deidra G, Miami Dade Public Library System

David H, UF

Kristen, Goldstein FSU

Matt T, USF

Kira S., Ask A Librarian Staff

Deborah S., Palm Beach Atlantic

Pammy H, Osceola County Library System

Susan W, FIU

Teaching Chat:

James P, Miami Dade Public Library System

Susan S, Hodges University

Chad M, St Petersburg College

Renee, Ask a Librarian Staff

Karen S., FSU

The three winning transcripts can be read at: https://info.askalibrarian.org/toolbox/january-2012-exemplary-reference-awards-transcripts/

Show your statewide colleagues that you value the customer service they provide to your patrons and students with a nomination. You can nominate yourself or your co-workers sessions in the Ask a Librarian Toolbox at: https://info.askalibrarian.org/toolbox/exemplaryreference/nominatetranscript/  or when closing a live chat session.

A huge thanks to everyone for all their hard work on Ask a Librarian – without each of you, Ask a Librarian would not be a success.

Brief Exemplary Chat – Matt Burrell, Florida State University Libraries

Matt B. was prepared with knowledge of how to navigate the Florida Administrative Code and was able to direct the patron to the right spot. In addition, Matt spotlighted the definition of some of the legal terms. His patron was grateful for a fast accurate response!

Detailed Exemplary Chat – Richard Llewellyn, NOVA Southeastern University

Although Richard could not see a student’s resources, he was able to give the student good advice in finding specific journal titles and then narrowing a search in databases that were likely to carry those journals. Richard also suggested that the student contact the home library for more specific help if those leads did not help.

Tom Caswell, University of Florida

Teaching Exemplary Chat – Tom Caswell, University of Florida

Tom C. actually helped a student twice, first in accessing the student’s college resources, and then during the second chat, he explained how to narrow to peer reviewed articles in a database. Tom was able to suggest search terms and some search strategy to the student. It is always good when patrons are satisfied and return for more help!

Congratulations to our winners!

Each month we receive numerous nominations for fantastic reference. Here are the other nominees:

Brief Chat:

Kaya vB, USF St. Petersburg

Diana M, Santa Fe College

Greg S,  NOVA

Diana R, Ask a Librarian Staff

Bronwyn M, Ask a Librarian Staff

Susan S, Hodges University

Amy M, Santa Rosa County

Amanda S, Everglades University

Susan S, Hodges University

Jaime G, Ask a Librarian Staff

Greg S, NOVA

Lora G, Niceville Public Library

Nataly B., FSU

Ingrid P, Pasco Hernando CC

Detailed Chat:

Gary Parsons, FAU

Greg S, NOVA

Susan S, Hodges University

Bronwyn M, Ask a Librarian Staff

Amy-Jane M, Lee County

Ingrid, Pasco Hernando CC

Deidra G, Miami Dade Public Library System

David H, UF

Kristen, Goldstein FSU

Matt T, USF

Kira S., Ask A Librarian Staff

Deborah S., Palm Beach Atlantic

Pammy H, Osceola County Library System

Susan W, FIU

Teaching Chat:

James P, Miami Dade Public Library System

Susan S, Hodges University

Chad M, St Petersburg College

Renee, Ask a Librarian Staff

Karen S., FSU

The three winning transcripts are at: https://info.askalibrarian.org/toolbox/october-2011-exemplary-reference-transcripts/

Show your statewide colleagues that you value the customer service they provide to your patrons and students with a nomination. You can nominate yourself or your co-workers sessions in the Ask a Librarian Toolbox at: https://info.askalibrarian.org/ or when closing a live chat session.

A huge thanks to everyone for all their hard work on Ask a Librarian – without each of you, Ask a Librarian would not be a success.

Brief Exemplary Chat:
Brian Walton, Tampa-Hillsborough Public Library System
Gave complete and accurate info, good rapport; I like the way he referred the caller to our own resources. So many people don’t know what we have online!

Detailed Exemplary Chat:
Adam Larose, Florida State University
I love the patron comment that Adam had been “ridiculously helpful.” He certainly was!

Teaching Exemplary Chat:
Jennifer Gregor,  St. Petersburg College
Jennifer did a great job with giving very specific instructions on how to access information on Youth Gangs and she kept checking to make certain her patron was following along and able to access the information. Although sometimes it’s more expedient to send articles to a patron, I like it when the librarian makes the patron log in and follow along-and is patient to boot.

Congratulations to our winners!

Each month we receive numerous nominations for fantastic reference. Here are the other nominees:

Brief Chat:

Bronwyn, AAL Staff
Christa S, Jacksonville PL
Jessica B, Jacksonville Public Library
Amy M, Santa Rosa County
Susan S,Hodges University
James P    Miami Dade Public Library System
Marsha M,Tampa Hillsborough
Tom M,Citrus County
Zach E,Everglades University
Amanda S,Everglades University
Kaya vB,USF St. Petersburg
Jaime G,Ask a Librarian Staff
Kaya vB,USF St. Petersburg

Detailed Chat:

Sally S., Goldstein FSU
Bronwyn,AAL Staff
Lindsey W,Florida Keys Community College
Dan,Indian River State College
Amanda S,Everglades University
Carlos F,Miami Dade College
Yossi G,Everglades University
Susan S,Hodges University
Jonathan D,Maitland Library
Christine B,Florida Gateway College

Teaching Chat:

Lindsey W., Florida Keys Community College
Nola, UCF
Catherine K, Valencia College
Jaime G,Ask a Librarian Staff
Amanda S,Everglades University
Diana R,Ask a Librarian Staff
Mindy R,Palm Beach County
Kaya vB,USF St. Petersburg
Christine B,Florida Gateway College
Richard L,NOVA
Susan S,Hodges University
Kathleen C,Tallahassee CC
Juan L,Ana G. Mendez University
Susan W,FIU