Awards

May, 2013

Alison Kastner -
Hi, I am very frustrated by this research question. I am trying to find how many green jobs (this can be renewable energy jobs as well) are in each State in the U.S. from 2002 until present. I have been checking Bureau of Labor Statistics, the Census...
The Quality Team is impressed with Alison’s persistence with this challenging question and her commitment – through the numerous mentions of follow-up options – to getting the patron to the information she needed. This transcript is an outstanding example of the personal touch that can be challenging in a text-only medium: Alison communicated warmth, helpfulness, humor, and a sense of the person behind the text which turned a transaction into a conversation.
Read the full announcement
Read the transcript: alison.pdf

May, 2013

Thea Evenstad -
hi i cant find the books i want but it shows nothing
The Quality Team is impressed with Thea’s work with this patron, from start to finish. She asked clarifying questions throughout the interaction; she had a welcoming tone; she asked follow-up questions to make sure that the patron was with her and that the patron’s needs were met. Not only did she personally offer more help, but she also ensured that the interaction would go into follow-up so the patron’s fines question could be answered. Thea also demonstrated excellent virtual reference service when she taught the patron how to make a successful Interlibrary Loan request and empowered the patron to make any further desired requests.
Read the full announcement
Read the transcript: thea transcript.pdf

October, 2012

Emily Ford -
Can i get help placing a hold on a book i want to get from Mt.Angel library and to pick it up at Silver Falls Library?!
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.
Read the full announcement

Past awards

Past notable transcripts are available at www.oregonlibraries.net/notable.