Well, I had the unfortunate experience of answering this question today...
Patron says, "I want to go on a trip to Paris, France."
I tell her ok and that usually public libraries have more travel materials like that, but that I would look for some stuff at the WSU Library System to get her started.
She shakes her head and says, "Well, could you give me the number for AmTrak?"
I cock my eye slightly and tell her, "That's no problem."
She asks, "Do you think they have trains going there?"
At this point, I'm sure my face contorted in a bit of a more confused look. I say, "AmTrak only travels in North America."
"Oh, they don't go over there?"
I explain to her that there is no bridge, road or railway that goes across the great big pond. She thought she heard someplace that blah blah blah and I assured her that boat or plane would be her only options to crossing the Atlantic Ocean.
I don't think she's going to proceed with those particular travel plans.
Thursday, July 27, 2006
Thursday, July 20, 2006
Dealing with Vexing VR
Here's a conundrum for you.
Tuesday evening I was roused from reverie when the computer made a dinging noise. A confused look briefly passed over my face. This confused look quickly transformed into a knowing but slightly apprehensive look. And this knowing but apprehensive look was, of course, accompanied by some good ole' dignified hand flapping. This was exciting and nerve-wracking, all at the same time.
You see, I've manned the VR desk on Tuesday nights for almost three months now, and during those three months I think I've had two, maybe three chat reference sessions. In between these sessions my skill in using the VR software gets a little rusty. So when the computer dinged, it took me a second to realize what it was, and several more seconds to remember what I was supposed to do.
I quickly read the patron's question (I need financial information for IKEA. Does the library have Hoover's Online or something like it?). I accepted the question and sent a quick message telling the patron that I was going search the databases. I sent another message to the patron telling him that we did not have Hoover's Online, but I was going to look for another similar database. I looked at the database subject guide for business and finance, and I found Mergent FIS, a database which I am somewhat familiar with. I sent a message to the patron telling him that I searched Mergent but it did not have data for IKEA.
Here's where the problem comes in. I was about to tell the patron that I would search for another resource (I see now that Lexis Nexis might possibly have worked, although it may not have had enough financial data for the patron's needs). I was also going to recommend that the patron contact Rhonda, who created the business and finance subject guide. In fact, I was in the middle of typing this when the patron said "Well thanks anyway" and signed off. I didn't even get a chance to say goodbye :(
I was displeased, but I wasn't sure if it was with myself or the patron. Perhaps I should have included an ellipsis in my last message so that he knew more information was coming. Perhaps the patron just wanted a quick answer and didn't want wait while I searched. Perhaps we should subscribe to Hoover's Online? (The following day, at the other library I work for, I discovered that some of Hoover's Online is free, but it didn't have much free information on IKEA).
So what's to do? How do you keep a VR patron from signing off in the middle of a reference interview?
Tuesday evening I was roused from reverie when the computer made a dinging noise. A confused look briefly passed over my face. This confused look quickly transformed into a knowing but slightly apprehensive look. And this knowing but apprehensive look was, of course, accompanied by some good ole' dignified hand flapping. This was exciting and nerve-wracking, all at the same time.
You see, I've manned the VR desk on Tuesday nights for almost three months now, and during those three months I think I've had two, maybe three chat reference sessions. In between these sessions my skill in using the VR software gets a little rusty. So when the computer dinged, it took me a second to realize what it was, and several more seconds to remember what I was supposed to do.
I quickly read the patron's question (I need financial information for IKEA. Does the library have Hoover's Online or something like it?). I accepted the question and sent a quick message telling the patron that I was going search the databases. I sent another message to the patron telling him that we did not have Hoover's Online, but I was going to look for another similar database. I looked at the database subject guide for business and finance, and I found Mergent FIS, a database which I am somewhat familiar with. I sent a message to the patron telling him that I searched Mergent but it did not have data for IKEA.
Here's where the problem comes in. I was about to tell the patron that I would search for another resource (I see now that Lexis Nexis might possibly have worked, although it may not have had enough financial data for the patron's needs). I was also going to recommend that the patron contact Rhonda, who created the business and finance subject guide. In fact, I was in the middle of typing this when the patron said "Well thanks anyway" and signed off. I didn't even get a chance to say goodbye :(
I was displeased, but I wasn't sure if it was with myself or the patron. Perhaps I should have included an ellipsis in my last message so that he knew more information was coming. Perhaps the patron just wanted a quick answer and didn't want wait while I searched. Perhaps we should subscribe to Hoover's Online? (The following day, at the other library I work for, I discovered that some of Hoover's Online is free, but it didn't have much free information on IKEA).
So what's to do? How do you keep a VR patron from signing off in the middle of a reference interview?
Friday, July 14, 2006
The Mystery of Refunding Money
An installment in the "What do I do when . . .?" series
When someone comes up to the desk asking if they can get a refund, what does one tell the patron? There are many answers.
First off, if it's a vending machine issue, give them the appropriate phone number from the list next to the bulletins on the counter.
Second, if it's a copying issue...ask the patron if they used cash or their OneCard. If they used their OneCard, send them to Checkout and they'll get taken care of there. Checkout will fax the OneCard office with a request to put the money back on the patrons card. If they used cash, send them to Room 50 in the Student Center basement; Checkout cannot refund their money.
When someone comes up to the desk asking if they can get a refund, what does one tell the patron? There are many answers.
First off, if it's a vending machine issue, give them the appropriate phone number from the list next to the bulletins on the counter.
Second, if it's a copying issue...ask the patron if they used cash or their OneCard. If they used their OneCard, send them to Checkout and they'll get taken care of there. Checkout will fax the OneCard office with a request to put the money back on the patrons card. If they used cash, send them to Room 50 in the Student Center basement; Checkout cannot refund their money.
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