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<font size="2" face="Calibri">Heartbreaking and touching. Great job, Steph - congratulations!<br>
<br>
Linda V. Malone, Librarian<br>
Lake Oswego Public Library<br>
lmalone@ci.oswego.or.us<br>
503.830.9683 (cell)<br>
503.675.2540 (desk)<br>
</font>________________________________________<br>
From: libs-or-bounces@listsmart.osl.state.or.us [libs-or-bounces@listsmart.osl.state.or.us] On Behalf Of Emily PAPAGNI [emilyp@multco.us]<br>
Sent: Thursday, January 05, 2012 3:30 PM<br>
To: L-net listserv; L-Net-Advisory; Libs-or<br>
Subject: [Libs-Or] L-net Notable Transcript<br>
<br>
Hello,<br>
<br>
L-net, Oregon's Statewide Digital Reference Service<br>
(http://www.oregonlibraries.net), recognizes Steph Miller at Multnomah<br>
County Library for her high quality virtual reference work while<br>
staffing the service in December 2011. Steph’s transcript is online<br>
at<br>
<br>
http://www.oregonlibraries.net/notable<br>
<br>
This transcript begins as a simple telephone directory lookup; it is<br>
the kind of ready reference question that people supposedly don't ask<br>
libraries anymore, because, "everything is on the internet". An<br>
out-of-state patron asks for the phone number of a Sherwood resident.<br>
Steph quickly finds the phone number and confirms that it is the<br>
correct number using a second, authoritative source. What really<br>
impressed the Quality Team is the nature of the conversation that took<br>
place. The patron told Steph that he was trying to reach the son of a<br>
Vietnam War Prisoner-of-War. The patron had the father's POW bracelet<br>
and wanted to be sure a family member received it. While still<br>
chatting online with Steph, the patron called the number. In tears, he<br>
spoke with a family member while Steph remained online in support.<br>
<br>
In the early 1970s over 5 million POW/MIA metal bracelets were made<br>
and worn as a symbol of hope. The bracelets transcended politics and<br>
were worn by Americans both opposed to and supportive of the Vietnam<br>
War.<br>
<br>
The Quality Team always emphasizes the importance of a friendly,<br>
welcoming tone in virtual reference. It was the conversation between<br>
Steph and the patron that made what could have just been just another<br>
lookup into a meaningful connection with the library. Librarians often<br>
talk about how libraries change lives. With Steph's blend of reference<br>
skill and compassion, she proves it.<br>
<br>
As an expression of our appreciation, Steph was presented with flowers<br>
and a certificate. Please join us in congratulating her!<br>
<br>
The L-net Quality Team<br>
<br>
Stephanie Debner, Portland Community College Library<br>
Barbara O’Neill, Washington County Cooperative Library Services<br>
Emily Papagni, Multnomah County Library<br>
_____________________________________________________<br>
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http://listsmart.osl.state.or.us/mailman/listinfo/libs-or<br>
Hosted by the Oregon State Library. The Library is not responsible for content.<br>
Questions related to message content should be directed to list owner(s) or the sender of the message, by phone or email.<br>
Technical questions? Call 503-378-8800. <br>
<hr>
<font face="Arial" color="Gray" size="1">PUBLIC RECORDS LAW DISCLOSURE<br>
This e-mail is a public record of the City of Lake Oswego and is subject to public disclosure unless exempt from disclosure under Oregon Public Records Law. This email is subject to the State Retention Schedule.<br>
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