What NOT to do

This chat between an NC Knows customer and a librarian from Question Point Backup is noteworthy for the lack of assistance offered by the librarian. Without a short reference interview, the librarian had no idea where the customer had searched already or their familiarity with NC Live. The temporary password was automatically given to the customer along with instructions to login and perform a search with one keyword. After the customer informed the librarian that they had already tried this avenue, they were informed that NC Live has journal sources and told that someone from their library would contact them in a few days (which will probably be too late for this student!).

This correspondence is a great example of customer service at its worst. A few more minutes spent with this customer, perhaps a short guided search, would have left them with the tools and confidence to continue their research.


Question History

Patron:
22:19:12 2009/11/07 (GMT-6)


Chat Transcript: I am having trouble finding 3 scholorly sources for a cause an effect paper on the sinkinf of the Titanic. Could you PLEASE help?

Librarian:
22:19:12 2009/11/07 (GMT-6)


Note: Patron's screen name:

Patron:
22:20:30 2009/11/07 (GMT-6)


sorry for the typos, but it's a cause and effect paper on the sinking of the Titanic, and I am javing tons of trouble finding scholarly sources

Librarian At QP Backup:
22:21:38 2009/11/07 (GMT-6)


Librarian 'Sylvia (24/7 Librarian)' has joined the session.

Librarian At QP Backup:
22:21:41 2009/11/07 (GMT-6)


Hello, my name is ____, and I'm a reference librarian with the QuestionPoint chat service. Your librarians have asked our librarians to staff this service when they are unavailable. I'm reading your question right now to see how I can help you...

Patron:
22:22:13 2009/11/07 (GMT-6)


thanks

Librarian At QP Backup:
22:23:56 2009/11/07 (GMT-6)


Here is a list of your library's databases. Click on NC Live and login. Search for Titanic [URL of database page]

Librarian At QP Backup:
22:24:37 2009/11/07 (GMT-6)


NC LIVE requires a password for use outside member libraries. The password displayed below is made available only as a temporary convenience, and automatically changes Monday through Friday at 9:00 AM (EST). This password works for all institutions found on the NC LIVE login page. Please contact the staff at your local Public or College library to get the current password for your location, and they can help you get started with using the full resources of NC LIVE and your library. -------------------------------------------------------------------------------- The password of the day is: [password deleted]

Patron:
22:25:47 2009/11/07 (GMT-6)


i have already done this but can not find any sources. My professor said we can only use scholarly journals, and not any enclopedias

Librarian At QP Backup:
22:26:16 2009/11/07 (GMT-6)


NC Live has journal sources.

Librarian At QP Backup:
22:26:43 2009/11/07 (GMT-6)


I'll have to refer your question to the local library. They will contact you within a few days via email.

Librarian At QP Backup:
22:29:31 2009/11/07 (GMT-6)


Librarian ended chat session.

Librarian At QP Backup:
22:29:34 2009/11/07 (GMT-6)


Note: Set Resolution: Followup By Patron's Library

Librarian At QP Backup:
22:29:34 2009/11/07 (GMT-6)


Referred from: Chat Transcript to Shared Followup

P.S. Questionpoint does have a process where we can send transcripts like this to Quality Control who can then follow up with the librarians and determine why it happenend (sometimes they were swamped with patrons) and how to avoid it next time.

Post submitted by Jessica O'Brien (Lenoir Rhyne College)