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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Hi Carla,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Don’t know if this will help, but Marie Radford gave a presentation a few years back on incentivizing collaboration:
<u><a href="https://vimeo.com/album/3365463/video/129938780">https://vimeo.com/album/3365463/video/129938780</a></u>.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Also, here are some other ideas:<o:p></o:p></span></p>
<ul style="margin-top:0in" type="disc">
<li class="MsoNormal" style="mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Gather specific examples of how the service extends library’s hours and services, improves reference staff skills, and helps patrons. Ask other
libraries for testimonials / use cases.<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo1"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Mine transcripts to show what the library’s patrons are asking, what and when the need is. Give them examples of real questions from their
patrons and how they have been handled.<o:p></o:p></span></li></ul>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">-Tamara<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> collaborative-vr [mailto:collaborative-vr-bounces@listsmart.osl.state.or.us]
<b>On Behalf Of </b>Carla Steinberg Pfahl<br>
<b>Sent:</b> Thursday, February 7, 2019 12:42 PM<br>
<b>To:</b> Siobán Linnen <slinnen@ocls.ca><br>
<b>Cc:</b> collaborative-vr <collaborative-vr@listsmart.osl.state.or.us><br>
<b>Subject:</b> Re: [collaborative-vr] Caring about a library's online presence<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">It's been a while but we did have a demonstration of the chatting librarian using a policy page during a chat with this director. For some reason they are not convinced. I do pull our feedback surveys and comments and compile them for our
fiscal year reports. I know they get the report but can't say if they have ever read it ;) <o:p></o:p></p>
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<p class="MsoNormal">c<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
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<p class="MsoNormal">On Thu, Feb 7, 2019 at 2:25 PM Siobán Linnen <<a href="mailto:slinnen@ocls.ca">slinnen@ocls.ca</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Could the librarian give his director a demo of what it would look like to answer a question from a
different institution? He could show the director all of the various tools they have at their disposal and how they could use them to answer questions about another library/their own.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Another thought – do you track visitor satisfaction? Even though it may not apply to that library’s
users, perhaps it could show that library visitors are happy with the service they receive through a collaborative service.
</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">I know of library directors who share the belief that their users have specific needs that couldn’t
possibly be served by other libraries. I can imagine how frustrating these conversations are! Good luck
</span><span style="font-size:11.0pt;font-family:Wingdings;color:#1F497D">J</span><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">
</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
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<span style="font-size:11.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D"><img border="0" width="138" height="45" id="gmail-m_7540516627360253227Picture_x0020_1" src="cid:image001.jpg@01D4BF9D.F5647840" alt="cid:image002.jpg@01D40258.7C19CBF0">
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:.5pt;line-height:105%">
<b><span style="font-size:10.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D">Siobán Linnen</span></b><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;text-indent:.5pt;line-height:105%">
<span style="font-size:10.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D">Virtual Reference and Accessibility</span><o:p></o:p></p>
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<td width="162" valign="top" style="width:121.85pt;padding:0in 5.4pt 0in 5.4pt;height:33.2pt">
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-right:2.85pt;mso-margin-bottom-alt:auto;text-indent:1.8pt;line-height:105%">
<span style="font-size:8.0pt;line-height:105%;font-family:"Calibri Light",sans-serif;color:#1F497D">Ontario Colleges Library Service</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-right:17.05pt;mso-margin-bottom-alt:auto;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-right:17.05pt;mso-margin-bottom-alt:auto;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D">74 Gervais Drive</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-right:17.05pt;mso-margin-bottom-alt:auto;text-indent:1.8pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D">Toronto ON</span><span style="font-size:11.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D">
</span><span style="font-size:9.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D">M3C 1Z3</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-right:17.05pt;mso-margin-bottom-alt:auto;text-indent:1.8pt;line-height:105%">
<span style="font-size:11.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D"><a href="https://www.ocls.ca/" target="_blank"><span style="font-size:9.0pt;line-height:105%;color:#0563C1">https://www.ocls.ca</span></a></span><o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-right:17.25pt;mso-margin-bottom-alt:auto;text-indent:.5pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-right:17.25pt;mso-margin-bottom-alt:auto;text-indent:.5pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-right:17.25pt;mso-margin-bottom-alt:auto;text-indent:.5pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D">Tel. (647) 722-9317</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-right:17.25pt;mso-margin-bottom-alt:auto;text-indent:.5pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D">Toll-free (800) 268-5560 ext. 317</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;margin-right:17.25pt;mso-margin-bottom-alt:auto;text-indent:.5pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;font-family:"Calibri",sans-serif;color:#1F497D">Email:
<a href="mailto:slinnen@ocls.ca" target="_blank"><span style="color:#0563C1">slinnen@ocls.ca</span></a>
</span><o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> collaborative-vr [mailto:<a href="mailto:collaborative-vr-bounces@listsmart.osl.state.or.us" target="_blank">collaborative-vr-bounces@listsmart.osl.state.or.us</a>]
<b>On Behalf Of </b>Carla Steinberg Pfahl<br>
<b>Sent:</b> Thursday, February 7, 2019 2:42 PM<br>
<b>To:</b> Cathay Keough <<a href="mailto:Cathay.Keough@lib.de.us" target="_blank">Cathay.Keough@lib.de.us</a>><br>
<b>Cc:</b> collaborative-vr <<a href="mailto:collaborative-vr@listsmart.osl.state.or.us" target="_blank">collaborative-vr@listsmart.osl.state.or.us</a>><br>
<b>Subject:</b> Re: [collaborative-vr] Caring about a library's online presence</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Thank you all for allowing me to use this venue in this way. Now, more productively, this librarian said that one of the main reason's their director was holding back was because
they didn't think librarians from other institutions could offer their patrons effective help. We have discussed how QP's policy pages are like having a librarian from that institution on the side guiding the chatting librarian and how the QP option of an
institution-level queue can offer a tiered service level that is seamless to the end user. Are they other ideas this librarian could use to support his arguments?<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Carla<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">On Thu, Feb 7, 2019 at 1:33 PM Cathay Keough <<a href="mailto:Cathay.Keough@lib.de.us" target="_blank">Cathay.Keough@lib.de.us</a>> wrote:<o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">Hi Carla,</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">I wanted to chime in to offer my support for what you just went through. I’m so glad you reached out
this way; this is a great team and I’ve found that the ideas and challenges that we share are oftentimes valuable to all.
</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">How we market and communicate virtual reference services is definitely tied in with how well and actively
it is used. When library staff promote it, providers take shifts and are quick to answer, and it’s present above the fold on webpages and in other areas, the frequency has a direct affect. I also see a connection with how it is being promoted – do people
talk about it to customers as a homework help service, for research, a way to get books renewed or an ILL requested, or to get ebook help? I wish there was some research about this; perhaps someone on this list may know of something out there.</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D">-Cathay</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D"> </span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> collaborative-vr [mailto:<a href="mailto:collaborative-vr-bounces@listsmart.osl.state.or.us" target="_blank">collaborative-vr-bounces@listsmart.osl.state.or.us</a>]
<b>On Behalf Of </b>Carla Steinberg Pfahl<br>
<b>Sent:</b> Thursday, February 7, 2019 2:02 PM<br>
<b>To:</b> collaborative-vr <<a href="mailto:collaborative-vr@listsmart.osl.state.or.us" target="_blank">collaborative-vr@listsmart.osl.state.or.us</a>><br>
<b>Subject:</b> Re: [collaborative-vr] Caring about a library's online presence</span><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Can I redact this? I just heard from the librarian and he gave me some information that the direction of this is coming from his (misguided) director. He has asked for the info
from me for the past 3 years to use as evidence of why they need the changes that I suggest but it has gotten no where. Now I feel bad. <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Carla<o:p></o:p></p>
</div>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">On Thu, Feb 7, 2019 at 12:13 PM Carla Steinberg Pfahl <<a href="mailto:pfahl001@umn.edu" target="_blank">pfahl001@umn.edu</a>> wrote:<o:p></o:p></p>
</div>
<blockquote style="border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-top:5.0pt;margin-right:0in;margin-bottom:5.0pt">
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Hi All, <o:p></o:p></p>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">I know you are all busy and I do not want to distract you from your work. I would like to vent and I think this is the best place for me to do this. If you do not have the time
or energy for this I completely understand. Go ahead and delete! <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Issue at hand: I coordinate for Minnesota and we use QuestionPoint. QP may have something to do with not understanding about chat or how it operates but it certainly doesn't have
anything to do with caring about your library's online presence and how you offer/present online help to your community. <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">I am currently trying to communicate in the most diplomatic and pedagogic way I can to one of my academic libraries how they present their service matters. This library uses LibraryHelp
during business hours (they pay for this) and point students to AskMN for after hours help. However, it's not as simple as that. The after hours help is buried under layers and pages and they are pointing to the wrong service! They are pointing to
<a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Faskmn.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593181956&sdata=IpIO%2FJCbmNfc2%2FmjhVoSLzx3zyU3G9IjiDrl2xN1Mfs%3D&reserved=0" target="_blank">
askmn.org</a> which is our statewide service instead of pointing them to their QP account for service. Those who work with QP will understand what I'm talking about (if you've read this far!). I know I have had this conversation with this one particular library
not once but twice before. This is the third time I am trying to explain to them they don't have stats for after hours chats because they are hidden in my large statewide account and I can't pull out numbers just for their library. <o:p></o:p></p>
</div>
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<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Is my explanation too confusing? Are they understanding their subscription and options they have? I've finally decided no. They just don't care. I am baffled at how some of my academic
libraries in my statewide group just don't care about their chat service or their online presence. <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">End of rant. Go back to work. <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Carla<o:p></o:p></p>
</div>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">--
<o:p></o:p></p>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="color:#888888">--
<br>
Carla Steinberg Pfahl, Librarian<br>
Reference Outreach & Instruction / AskMN.org Coordinator<br>
<a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.minitex.umn.edu%2F&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593191960&sdata=V%2FTsIKapWR3ohjo%2FNYUXgo8K0NQ8z54I7VCEuYyrqBQ%3D&reserved=0" target="_blank">Minitex</a>
/ University of Minnesota<br>
60 Wilson Library</span><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="color:#888888">309 19th Ave So<br>
Minneapolis, MN 55455<br>
<a href="mailto:pfahl001@umn.edu" target="_blank">pfahl001@umn.edu</a></span><a href="mailto:pfahl001@umn.edu" target="_blank"><span style="font-size:7.5pt;font-family:"Arial",sans-serif"><br>
</span></a><o:p></o:p></p>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">612-626-6845<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">1-800-462-5348<o:p></o:p></p>
</div>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Felm4you.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593201969&sdata=IIchpOIasZHMX%2BSk9%2FDzjliadX0ZfX1hlPU9XbJDfGo%3D&reserved=0" target="_blank">elm4you.org</a><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Faskmn.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593201969&sdata=TjByjOkUmrw3000J4fHSwAb9nTCXHVQYAa1NMIFkKUY%3D&reserved=0" target="_blank">askmn.org</a><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Febooksmn.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593211973&sdata=WshEaaublg620v%2FAKeSfNZVL6Q0eD2q0Rih6T04f85E%3D&reserved=0" target="_blank">ebooksmn.org</a><o:p></o:p></p>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</blockquote>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><br clear="all">
<o:p></o:p></p>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">--
<o:p></o:p></p>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="color:#888888">--
<br>
Carla Steinberg Pfahl, Librarian<br>
Reference Outreach & Instruction / AskMN.org Coordinator<br>
<a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.minitex.umn.edu%2F&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593211973&sdata=dRhCMXXH83GWwYWpQ%2BEN%2FXu1xUKXhupur4AxtoE541E%3D&reserved=0" target="_blank">Minitex</a>
/ University of Minnesota<br>
60 Wilson Library</span><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="color:#888888">309 19th Ave So<br>
Minneapolis, MN 55455<br>
<a href="mailto:pfahl001@umn.edu" target="_blank">pfahl001@umn.edu</a></span><a href="mailto:pfahl001@umn.edu" target="_blank"><span style="font-size:7.5pt;font-family:"Arial",sans-serif"><br>
</span></a><o:p></o:p></p>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">612-626-6845<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">1-800-462-5348<o:p></o:p></p>
</div>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Felm4you.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593221977&sdata=waFB0eL%2BRwKoFofuvw6O4z%2BYIc%2B4TS6ZQOs7VMZ1oJ0%3D&reserved=0" target="_blank">elm4you.org</a><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Faskmn.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593231981&sdata=1c%2BUf7hiyKcjWT6UM1T3mPe6qlNR5Kl0cOZjMhNeSwg%3D&reserved=0" target="_blank">askmn.org</a><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Febooksmn.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593231981&sdata=nDecBBOMg1MzrylvqKHk4zZsbsS%2FRatHcUXfpA9eTKQ%3D&reserved=0" target="_blank">ebooksmn.org</a><o:p></o:p></p>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</blockquote>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><br clear="all">
<o:p></o:p></p>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">--
<o:p></o:p></p>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="color:#888888">--
<br>
Carla Steinberg Pfahl, Librarian<br>
Reference Outreach & Instruction / AskMN.org Coordinator<br>
<a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.minitex.umn.edu%2F&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593241995&sdata=nkFPPoBCIfN94HudhkmQB%2B36kygMifKKwLJTN8rwG%2Fc%3D&reserved=0" target="_blank">Minitex</a>
/ University of Minnesota<br>
60 Wilson Library</span><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span style="color:#888888">309 19th Ave So<br>
Minneapolis, MN 55455<br>
<a href="mailto:pfahl001@umn.edu" target="_blank">pfahl001@umn.edu</a></span><a href="mailto:pfahl001@umn.edu" target="_blank"><span style="font-size:7.5pt;font-family:"Arial",sans-serif"><br>
</span></a><o:p></o:p></p>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">612-626-6845<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">1-800-462-5348<o:p></o:p></p>
</div>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Felm4you.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593251999&sdata=%2FY%2FsuzW52qqJuPHQsuFKuEI2PXIcu5Z64FMc%2F4ldYTA%3D&reserved=0" target="_blank">elm4you.org</a><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Faskmn.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593251999&sdata=z60qAPh3YaaDWTjG4br33QNXlR9kGSpIupO0UzRxR%2FU%3D&reserved=0" target="_blank">askmn.org</a><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Febooksmn.org&data=02%7C01%7Cslinnen%40ocls.ca%7Cb1e6d57a2aec427da2ba08d68d346891%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636851653593262012&sdata=RY9BsKpEg2BImOZL9FC%2F1GtyFD0%2B6%2FDxrXnnDXyROTI%3D&reserved=0" target="_blank">ebooksmn.org</a><o:p></o:p></p>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
<p class="MsoNormal" style="margin-bottom:12.0pt"><o:p> </o:p></p>
<p style="margin-bottom:12.0pt;line-height:13.0pt"><span style="font-size:11.0pt;font-family:"Arial",sans-serif;color:black">To be removed from receiving email communications from OCLS please send a response to the sender of this email with “unsubscribe” in
the subject line. <o:p></o:p></span></p>
</div>
</blockquote>
</div>
<p class="MsoNormal"><br clear="all">
<o:p></o:p></p>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<p class="MsoNormal">-- <o:p></o:p></p>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<p class="MsoNormal"><span style="color:#888888">-- <br>
Carla Steinberg Pfahl, Librarian<br>
Reference Outreach & Instruction / AskMN.org Coordinator<br>
<a href="http://www.minitex.umn.edu/" target="_blank">Minitex</a> / University of Minnesota<br>
60 Wilson Library</span><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><span style="color:#888888">309 19th Ave So<br>
Minneapolis, MN 55455<br>
<a href="mailto:pfahl001@umn.edu" target="_blank">pfahl001@umn.edu</a></span><a href="mailto:pfahl001@umn.edu" target="_blank"><span style="font-size:7.5pt;font-family:"Arial",sans-serif"><br>
</span></a><o:p></o:p></p>
<div>
<p class="MsoNormal">612-626-6845<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal">1-800-462-5348<o:p></o:p></p>
</div>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal"><a href="http://elm4you.org" target="_blank">elm4you.org</a><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><a href="http://askmn.org" target="_blank">askmn.org</a><o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><a href="http://ebooksmn.org" target="_blank">ebooksmn.org</a><o:p></o:p></p>
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