[Libs-Or] L-net Notable Transcript Announcement

Stephanie Debner stephanie.debner at gmail.com
Tue Sep 18 07:12:02 PDT 2012

L-net, Oregon's Statewide Digital Reference Project (
http://www.oregonlibraries.net), recognizes Shelly Jarman at Multnomah
County Library for her excellent digital reference work while staffing the
service in August 2012. Shelly’s transcript is online at


Emily-Jane Dawson at Multnomah County Library brought this transcript to
the Quality Team’s attention. She wrote to us:

Last week during one of my Ask the Librarian shifts, I picked up an L-net
question that Shelly had forwarded from chat. It was a difficult question
from a patron who was seeking a newspaper photograph of her husband taken
during his childhood.  Shelly's reference interview was excellent, as were
her explanations to the patron about how newspaper archives work and about
library policy regarding access to the Oregonian Historical. Shelly wrote
in completely patron-friendly non-technical terms, she did some searching
for the patron while they were in chat, and when that was unsuccessful she
very gracefully offered to have another library staff person follow up.
Throughout the entire interaction, Shelly was warm, knowledgeable, and
provided the exact same feeling of calm and helpful competence that I have
seen her display in face-to-face interactions with patrons.

When I picked up the question, I had everything I needed to follow up --
and though I didn't find the photograph the patron asked about, I was able
to do a reasonably thorough search and provide the patron with a little
more information and some options about what they might do next. It was a
pleasure to follow Shelly's on this question, and I felt very supported by
her initial work with the patron.

When the Quality Team reviewed Shelly’s transcript, we found that we
couldn’t agree more with Emily-Jane’s comments.  We extend our gratitude to
Emily-Jane for alerting us to this excellent transcript. All L-net staffers
are welcome to nominate transcripts that exemplify high quality digital
reference service; please send nominations to any member of the Quality

As an expression of our appreciation, Shelly was presented with flowers and
a certificate at a weekly team meeting. Please join us in congratulating

The L-net Quality Team

Stephanie Debner, Mt. Hood Community College Library (
Stephanie.Debner at mhcc.edu)

Barbara O’Neill, Washington County Cooperative Library Services (
barbarao at wccls.org)

Emily Papagni, Multnomah County Library (emilyp at multco.us)
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