Silent screaming

The rest of this post will be in all CAPS. You have been warned.

I DON'T CARE IF YOU TALK ON YOUR CELL PHONE, BUT IT'S POLICY AND I HAVE TO ENFORCE IT, SO PLEASE JUST DO US ALL A FAVOR AND TOE THE LINE.

WHILE YOU'RE AT IT, DON'T INSULT MY INTELLIGENCE BY HIDING YOUR PHONE BEHIND YOUR HAND OR A BOOKSHELF, ESPECIALLY IF YOU TALK AT NORMAL VOLUME.

AND PUSH YOUR CHAIRS IN!!

Ah, I feel better now.

First chat reference session!

This past Tuesday, I had the chance to sub for a shift on our statewide chat reference service. This was my first "live" experience of providing virtual reference. It went quite well.

I manned the computer from 6-8, sitting in my office (a mostly-transparent cubicle adjacent to the reference desk) while our student worker manned the reference desk. She sent reference questions on to me, but this allowed me to pay the most attention to any incoming chats, and to explain to students who came in that I might have to shift gears at a moment's notice.

I had 3 chat questions over the two hour period, which was good for a first shift (not trying to balance several questions at once, for example). They were all fairly simple to answer; the most nerve-wracking part was accessing the patron's home library information (each patron that signs in comes from a particular library's portal--the librarian staffing the service can get information about that library, including how to access the catalog, how to get the patron access to databases, etc.). It went very smoothly, but I was nervous about messing that part up. All 3 patrons were community college students, so their questions were similar to the questions my regular students have (I need articles/books to do a paper on x, I need to cite x source in MLA/APA style).

I was also happy not to have any "emergency" questions. On a fairly regular basis, (public) librarians will get medical or legal questions, to which we can offer sources or referrals, but not advice. Every now and then, one of these questions will be more urgent--I brushed up on some state emergency referral services/hotlines just in case, and was happy not to have to use them!

Overall, it was a good experience, that I hope will help pave the way for offering our own virtual reference. One challenge will really be staffing levels--when there aren't any incoming chat questions, I can help in-person patrons just fine, but once the computer dings, I have to give it all my attention. This means we may often need "double coverage" for the chat reference and the reference desk--maybe a good chance to pull in library students?

Nights that make me love my job

Last Thursday was one of them.

I had about 10 public administration grad students, who all had papers due Friday, in the reference area. Now, it would have been BETTER if they had not waited until Thursday to do their research. But that did not stop me from reveling in finding articles and books for them, helping them use their sources as support for their arguments, and teaching them APA style. And giving them peppermints and encouragement. I was definitely on a high at the end of Thursday evening (but was out of time to blog, and didn't get around to it until now).

Part of what made this experience so satisfying for me was that the students didn't have unrealistic expectations. They KNEW they were late, and they were ready to make due with whatever information we could find in a limited time. They also understood that they were all in the same boat, and were very patient as I went back and forth between them to help.

Hooray for 11th hour reference triumphs! :-)