Ask a Librarian Blog

The AAL User Satisfaction survey is now live for customers.  Please push this to users at the end of a session.    The software will also attempt to push the survey- but it only appears to those without pop-up blockers.

To push the survey – use the script in the response library followed by the URL in the response library.

The survey asks:

1-Was this your first time using Ask a Librarian?
2-Did you connect with a Librarian today?
3-Was your question answered today?
4-Did the librarian show you any Web-based library resources today (library catalog, databases, etc.)?
5-Do you think you would be able to use those same resources on your own, later on?
6-Do you think you will be more comfortable doing online research in the future?
7-Would you use the Ask a Librarian service again?
8-How did you hear about Ask a Librarian?
9-We welcome your comments or suggestions. Please let us know how we are doing, and how we can improve!

We have offered this survey three this year already.  Here is what users have said about AAL.

1. 73% are using the service for the first time (27% are returning!)
2. 98.2% connected with a librarian
3. 77.75% had their question completed answered and 90.83% had their answer either completely or partially answered (some were expecting follow-up)
4. 70% were shown web-based resources.  Of those who were shown resources:
   1. 95% felt they would probably or definitely be about to use those same resources on their own later.
   2. 93% felt more comfortable doing online research in the future
5. 94% felt based on their experience today, they would use AAL again
6. How do people hear about AAL?
   1. 27% Librarian
   2. 21% Internet Search
   3. 18% instructor
   4. 7% website
   5. 3% from a friend
   6. 4% other
7. Comments/Suggestions?
   1. 79% added an extra compliment at the end of the survey…is there anything better than hearing
      1. “i think you are doing great and need no improvments”,
      2. “All I can say is WOW! and Thank You!”
      3. “You guys are amazing!! You save me so much time, and help be get good credible information. I have a 4.0 because of you!”
      4. Also several users requested we give out raises – they had such a great experience!
   2. Those that had a complaint, they mainly commented on not getting the answer they wanted, not liking their libraries policy, or other.
   3. Specifically, the users sent compliments to the following librarians: Jay M (UF), Kay R(intern), Shane, Kira S, Iraida, Renee, Phil H, Jaime G, Richard from Martin County, Theresa R, Mary B, Rodica, Rhonda, Catherine, Alyse E, Ann L (UF), Beth R (FSU), Debora S, Jeanette, Deborah, Larry C, Renee, Marlini (from Niceville), Tina Peak, Kelli B (Tampa), Ken V, Karen D (Harold Goldstein), Sarah, Catherine, Hodges Librarian, Missy (UF), Lisa, Theresa R (JPL), Lori H, Judy K (St. Lucie).

Great Job everyone!

The Quality Assurance Workgroup has been hard at work and has awarded the following transcripts for April Exemplary Reference Awards. Transcripts were awarded in three categories: Best Detailed Chat, Best Brief Chat, and Best Teaching Chat.

Exemplary Brief Chat:

Nancy Meyers, Sarasota County Library.

Nancy expertly walked the user to a practice exam available through their library’s Learning Express. Nancy showed as she utilized her skills in navigation and search to help patrons navigate another library’s website! At the end of the session, the user said: “Thank you so much Nancy I have what I was looking for. You are the best”

Exemplary Detailed Chat:

Sandra Lee Hawes, St. Leo University.

SandraLee assisted a student who was trying to find a peer reviewed article on a very interesting assignment. The student was a bit apprehensive about the assignment. SandraLee offered great words of encouragement a take a deep breath, plunge into the literature, grab something you can use, then get ready to write, write. Write. The student responded. “Thank you again and I really appreciate your wise advice and positive thinking.” SandraLee concluded the chat with “Now, go! Read, research, write!”

Exemplary Teaching Chat:

Debora Stewart, Palm Beach Atlantic University.

In this epic chat, Debora teaches a student how to search Netlibrary and her online databases.  The chat could have easily ended when Debora checked the school’s catalog and found the student’s book was not offered in electronic format.  However, Debora, guided the student through other resources that proved quite helpful, and she delivered excellent service in the process.

Brief Chat
Tom Mueller, Citrus County Library
Susan Weiss, Florida International University
Lena Phelps, South Florida Community College
Nancy Meyers, Sarasota County Library
Guy Adkins, Jacksonville Public Library
Susan Smith, Hodges University
Rachel Mulvihill, University of Central Florida
Mindy Rose, Palm Beach County Library
Diana Matthews, Santa Fe College
Katy Banks, Palm Harbor Library
Renee Patterson,  Ask a Librarian Intern
Jamie Goldman, Ask a Librarian Intern
Carlos Pedemonte, Tampa Hillsborough County
Yossi Gremillion, Everglades University
Michelle Howard, Pasco County Library
Amy Jones Lee, Osceola Library
Matthew Moyer, Jacksonville Public Library
Kay Ralston, AAL Intern
Jane Tracey, Orange County Public
Joyce Baldwin, Nassau County Public

Detailed Chat
Connie Head, Gulf Coast Community College
Kristin Corbin, Suwannee River Regional Library
Salena Coller, American InterContinential University
Kathleen Hensman, Delray Beach Public
Carlos Pedemonte, Tampa Hillsborough County
Dennis Smolarek, Lake County Library
Meredith Sermones, University of Central Florida
Catherine Hodges, Florida State College of Jacksonville
Paul McDonough, Univerisity of Florida
SandraLee Hawes, Saint Leo University
Kay Ralston, AAL Intern
Charlyn Hill, Citrus County Library
Kira Smith, AAL Intern
Jennifer Saxton, Miami Dade College

Teaching Chat
Catherine Katz, Valencia Community College
Susan Smith, Hodges University
Donna Wrublewski, University of Florida
Kira Smith, AAL Intern
Debora Stewart, Palm Beach Atlantic University
Greg Sidberry, Nova Southeastern University
Janet Bergeron, Tampa Hillsborough County
Yossi Gremillion, Everglades University
Richard Llewellyn, Nova Southeastern University
Ven Basco, University of Central Florida
Beth King, Valencia Community College
Kay Ralston, AAL Intern
Judy Tidwell, Broward College
Kathy Salek, North Florida Community College

Don’t forget to nominate yourself or your co-workers sessions in the Ask a Librarian Toolbox at:  http://info.askalibrarian.org or when closing a live chat session.

Congratulations to all those nominated this month.  Don’t forget – Exemplary Reference Awards will be presented at FLA next year (www.flalib.org).  I thank everyone for all their hard work on Ask a Librarian – without each of you, Ask a Librarian would not be a success.

The not-so secret tools, tips and tricks of the Ask a Librarian interns. How to provide assistance to statewide customers with grace and ease.

One of the most difficult tasks on Ask a Librarian is assisting users from institutions other than your own with “local” questions. Learn from the Ask a Librarian Interns Kira Smith and Renee Patterson, how to answer questions you didn’t think you could with relative ease. The interns will be joined by Traci Avet, the AAL Virtual Reference Coordinator and together they will take you through the resources, tips and tricks on helping users from institutions other than your own.

Register at:  http://www.tblc.org/ws_info.php?ws=1141