[Libs-Or] Answerland Notable Transcript Award

Emily PAPAGNI emilyp at multco.us
Thu Jul 11 12:01:06 PDT 2013


Answerland, Oregon's Statewide Virtual Reference service
(http://www.answerland.org/), recognizes Hillary Ostlund at Hillsboro
Public Library for her excellent virtual reference work while staffing
the service in April 2013. Hillary’s transcript is online at


In this transcript, the patron was looking for resources for a
research project on photography careers. Hillary sent the patron links
to authoritative websites for the patron’s topic and targeted catalog
searches from the patron’s home library system; she gave brief, but
effective, instructions to the patron on how to place holds on books
from the patron’s library catalog. Hillary also directed the patron to
a database that would have good job information, as well as Photoshop
tutorials. When she asked if the patron had enough to get started on
the project, the patron asked for help in locating colleges that
offered photography programs, since part of the assignment was to
contact a college for information. Hillary sent some website links for
photography program information and recommended checking college
directories at the library, mentioning that a librarian would be able
to help the patron find and use these types of books. Hillary also
helped the patron to understand how to find a college’s contact
information, so the patron could write the college for the information
needed for the project.

The Quality Team is impressed with Hillary’s excellent service
throughout this interaction. She asked reference interview questions
throughout to ensure that she was getting the patron the needed
information. As soon as she had sent several links to the patron, she
asked for the patron’s email address so the patron would get a copy of
the transcript with all the links; at the end of the chat, she
reiterated that she would add the email address to the chat, so the
patron would get the transcript. Throughout the chat, Hillary had a
very positive attitude with the patron and offered options and advice
at every step of the interaction. Her ending to the chat exemplifies
her attitude to the patron: “I’m so happy you came to the library chat
service for help… Good luck with your research!” She ended the chat by
extending an invitation to the patron to come back anytime.

As an expression of our appreciation, Hillary was presented with
flowers and a certificate. Please join us in congratulating her!

The Answerland Quality Team

Stephanie Debner, Mt. Hood Community College Library
Barbara O’Neill, Washington County Cooperative Library Services
Emily Papagni, Multnomah County Library

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