The Quality Team is impressed with Emily’s interaction with the patron throughout this chat. Though the request seemed straightforward, Emily took the time to conduct a reference interview to make sure that she and the patron were starting off from the same point. She explained to the patron why the patron was having trouble requesting the title, and took ownership of using “librarian speak” when the patron was confused about the distinction between an e-book and a print version. Emily let the patron set the tone of the interaction: it was clear early on that the patron was a big fan of exclamation points and emoticons, which Emily easily matched.
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