Guideline Revision

deadline: March 2009

committee: Julie, John Krivak, Cindy Todd, Susan Pluhar, Jess Chaiken, Shak Dhanesar, Beverly Lehrer

*Feel free to break yourselves into groups and deal with this in chunks*

Ideas

[insert your ideas here!]

Questions

Should "guidelines" and "policies" be separate?

What kinds of things should this document cover? How in depth should it be?

If we keep things so in-depth should we call it the "librarian manual" instead?

The Guidelines

feel free to edit this. use different colors if you want, so you know what you edited.

the original version as it exists today can be found here on the partners page

I. Welcome

Maryland AskUsNow! went live on March 17, 2003 and has been growing strong since. Much of its success is thanks to the dozens of libraries and hundreds of librarians around the state who provide and support the service. Thank you for your continued support.

A. Introduction

AskUsNow! unites the information expertise of librarians, the resources of Maryland's public libraries and advanced technology to meet the information needs of Marylanders whenever they need it, wherever they are.

B. Background

The AskUsNow! service allows every resident in the state of Maryland the ability to get answers to questions through a 24/7 virtual reference service available from any computer with an Internet connection. AskUsNow! is funded by a grant from the Federal Institute of Museum and Library Services (IMLS) awarded by the Maryland State Department of Education’s Division of Library Development & Services. There are thirty-three partners in the project; an up-to-date list of which can be found in the Contact section of the Partners Page. Librarians from partner libraries around the state staff the service during regular library hours. Backup and after-hours coverage is provided by OCLC QuestionPoint’s freelance staff as part of the QP service agreement.

C. Service Model

AskUsNow! attempts as much as possible, to take advantage of the expertise of librarians and the resources of partner libraries. When appropriate, librarians should transfer or refer questions to local libraries, subject specialists, or to another librarian on the shift with an expertise in the area of the question. librarians may also transfer or refer customers to:

LiveHomeworkHelp –Check library policy pages to see if the customer’s library has a subscription to this service. A list can also be found at http://askusnow.info/homeworkhelp

State Library Resource Center – with subject specialists in:

• African American Department Historical and current information about African Americans

• Business Center Small business, investing, marketing, research on companies, brands

• Business, Science, and Technology Jobs and Finance; Science and Medicine; Horticulture and Agriculture; Animals; Computers; Military and Naval Sciences; Crafts and Food

• Children's Department

• Fiction Department

• Fine Arts and Recreation Sports, Music, and Art

• Grants Collection Foundations and their grants, non-profit management, proposal writing, and general fund raising

• H. L. Mencken Room Archive of books, letters, portraits and memorabilia from the "Sage of Baltimore"

• Humanities Philosophy, Religion, Language, and Literature

• Job and Career Information Center

• Maryland Department Historical Information about our State

• Periodicals Department Journals, Magazines, and Newspapers

• Regional Information Center

• Sights and Sounds Audio and Visual Materials: music, movies, and audiobooks on CD, DVD, video and other formats

• Social Science and History History; Genealogy; Sociology; Political Science; Education; Law: Grants, Foundation and Non-Profit Organization information; Archaeology, Geography and Maps; Women's Studies

• Special Collections Historically significant documents, rare books, and ephemera • U. S. Government Documents

• Young Adult

[suggested addition] Special Library expertise in:

• Autism
• Blindness and visual impariments
• Agriculture
• Disability
• Rehabilitation
• Legislation, law, and policy issues

D. Clientele

AskUsNow! provides all those who live, work, and study in the state of Maryland with answers to factual questions, research guidance, and help navigating the internet.

E. Web Site

AskUsNow! is accessible from http://www.askusnow.info or through an AskUsNow! logo on a Partner Library’s website. The askusnow.info website is maintained by AskUsNow! supervisory staff.

F. Disclaimer

AUN provides timely, authoritative answers to factual questions as well as guidance in conducting personal research using the World Wide Web, SAILOR, MARINA and customers’ libraries’ databases and collections.

Every effort is made to provide accurate information, however the libraries do not control the content of resources used. The user agrees to not hold the libraries liable from any claims, losses, damages, obligations, or liabilities relating to the use of information obtained from this service. The provision of any factual information or materials, and the identification of other web sites that may be useful in obtaining additional information regarding legal or medical issues cannot be construed as advice. Only a professional practitioner can provide specific advice and direction in resolving legal and/or medical issues.

By using this service customers agree not to send any question or content that is illegal, harassing, libelous, threatening, harmful, obscene, or otherwise objectionable. customers agree not to send any question or content that otherwise violates any applicable local, state, national, or international law.

G. Copyright

The Copyright Law of the United States (Title 17, United States Code) governs the reproduction, distribution, adaptation, public performance, and public display of copyrighted material. Responsibility for any possible copyright infringement lies solely with the user; the Library disclaims any responsibility or liability resulting thereof.

Librarians providing service should be aware of the 4-part Fair Use test when considering whether information provided is in compliance with copyright. University of Texas provides understandable information on Fair Use including a link to the test at: http://www.utsystem.edu/OGC/intellectualproperty/copypol2.htm.

Local database license agreements supersede copyright law. Individual systems need to check their license agreements and/or talk to their vendors in order to verify if a generic library card may be provided for other libraries to use. When possible, this card number will appear on the library’s policy page.

H. Confidentiality

Maryland AskUsNow! respects patron privacy and confidentiality, and observes applicable laws, policies, and professional codes of conduct. As part of routine reference service in a networked environment, Maryland AskUsNow! and QuestionPoint 24/7 Reference collect and retain some patron information for network quality control and security purposes. Thus, email and other electronic communications should not be viewed as absolutely confidential; however, the service strives to protect this information to the fullest extent possible. Transcripts of sessions are kept at the OCLC QuestionPoint secure server and used for analysis only. In keeping with library policy, customer information is considered confidential and accessible only by designated library staff.

When logging into the service customers are asked to provide certain identifying information. If customers check the box labeled anonymous, no personal identifying information about them will be revealed.

E-mail addresses are not required to use the service, but when available are used to send customers a transcript of their session or to follow-up on a particular question that could not be answered in the live chat. No e-mail addresses are provided to entities outside of the libraries providing service.

The service does protect this information to the fullest extent possible, respecting customer privacy and confidentiality, and observing applicable laws, policies, and professional codes of conduct. Relevant documents include:

• American Library Association Code of Ethics and related documentation on patron privacy - http://www.ala.org/alaorg/oif/ethics.html

• QuestionPoint Patron Terms of Service -http://www.questionpoint.org/ordering/patronterms.html

Information collected about any individual using this service is generally incidental to the technical operation of the system. Such information will not be voluntarily published or shared with any other entity. In the course of clarifying the customer’s request for information the librarian may ask for information regarding purpose (for instance, “Is this for a homework assignment?”), or reading or grade level. Such incidental information will be used to identify appropriate resources only. Any information given to the librarian will be stored in a session transcript. Below we describe what information we request and how it is used:

Name

The customer’s name is used by the software to identify a session and in communicating with the user. While a name is required, it does not have to be the full or real name.

Email address

An email address from the customer is not required to use this service. If one is provided, it will be used only in the provision of service from this site. No email addresses will be sold or given to any other entities. The Libraries may use the email address to: o Send a transcript of the session for the customer’s reference o Send a document at a later time if follow-up was offered or requested o Follow up on an incomplete session

II. Communications

A. Partners Page

All AUN librarians can access the Partners Page at http://www.askusnow.info/partners. Information on this page includes announcements and news, contact information, training documentation, schedules and more.

B. AskUsNow Listserv

The AskUsNow! listserv is used for software update notifications, shift change requests, and other AUN-related business. To send a message to the listserv, email mdaskusnow@askusnow.info. While AUN providers are encouraged, not required to be on the list, it is mandatory for all AUN Library Liaisons.

III. Scheduling

A. Monitoring Shifts

Project liaisons are responsible for scheduling their staff. Libraries are responsible for logging on and taking calls during their scheduled shifts. If it is not possible to cover a shift, immediately contact the Operations Supervisor or find a replacement via the listserv. Librarians should be ready to accept chats at the moment their shift starts and should remain monitoring until the end of their shift or until another librarian is monitoring. If the librarians on the next shift do not log on or if a librarian on your shift isn’t logged on, contact the AskUsNow! Operations Supervisor. The schedule is located on the partners schedule page http://askusnow.info/partners/AUN-schedule.html.

B. Replacements

If a librarian is unable to cover the service during the scheduled time, the Project Liaison from that library should assign another staff member from within that library's staff. If the Project Liaison is unable to find a replacement, they should email mdaskusnow listserv to see if another librarian can cover the shift. All off-list schedule changes between partner libraries should be shared with the Operations Supervisor.

C. Changes to standard schedule

If a partner library is no longer able to cover one of their regularly scheduled shifts they will communicate this to the Operations Supervisor as soon as possible.

D. Missed hours

If a local library is unable to cover the standard schedule due to a local emergency, the local Project Liaison will notify the Operations Supervisor as soon as possible.

E. Frequency

For staff to maintain skills, a minimum of one hour of service every two weeks is recommended. If staff have not provided service for at least 6 months, the project liaison is responsible for ensuring that staff is prepared to resume service. The Project Coordinator should be contacted if training is needed.

IV. Service Guidelines

Service is provided by experienced reference staff as determined by each partner library. Staff are expert at Internet searching and have completed the formal 24/7 Reference/Maryland AskUsNow! training. Do we need to require partner librarians who are not covering AUN chat to complete the formal training?

A. Competencies

AskUsNow! staff will exhibit the following 11 competencies:

• Ability to conduct an effective reference transaction in online environments, including the creation and use of scripted messages;

• Online communication skills and etiquette for chat, e-mail, and other online communication;

• Internet searching skills, in particular the ability to choose the best starting points for online searches;

• Ability to effectively search and demonstrate searching of library databases;

• Ability to assist online customers in applying critical thinking skills in locating, using, and evaluating information;

• Keyboarding proficiency;

• Multi-tasking and management of multiple windows; effective use of Windows keyboard commands and shortcuts;

• Basic QuestionPoint troubleshooting skills;

• Ability to effectively conduct a collaborative browsing session with an online library user;

• Ability to apply reference transaction policies in an online environment (e.g., scope of service, time limits, obscene callers, harassment);

• Commitment to continuous learning and motivation to improve skills in all areas of reference services

B. Performance Standards

Staff competencies are monitored by each Project Liaison as well as the Operations Supervisor through the review of transcripts. Standards of review are based on the Maryland AskUsNow! Behaviors Checklist (http://askusnow.info/partners/BehaviorsChecklistWithExamples.doc), the QuestionPoint Best Practices (http://www.questionpoint.org/policies/bestpractices.pdf), and the Library of Congress Best Practices (http://www.loc.gov/rr/digiref/QP_best_practices.pdf). Each week, Project Liaisons will log in as their library's supervisor to run a report and review:

• At least 20 session transcripts (if available) from the supervisor's Multi Category Report. Consider how your staff is providing service to the cooperative.

• At least 20 session transcripts (if available) from the supervisor's Summary Report. Consider how your library's customers are being provided service by staff elsewhere.

• Liaisons are also encouraged to review their Survey Feedback

Session transcripts provided by staff at another library or state system that are in need of improvement may be either forwarded directly to the Operations Supervisor or to the QuestionPoint Quality Staff. Provide comments as needed.

C. Handling calls

AskUsNow! librarians will work with up no more than three customers at a time and only as many as the librarian feels comfortable working with at once.

1. AskUsNow! chat provision is the first priority of the person assigned to the shift. The AskUsNow! chat provider may also work on e-mail/follow-up questions during the shift, however the chat service is their first priority.

 

2. The machine used by the provider must meet the minimum criteria required by AskUsNow! and the vendor (QuestionPoint).

 

3. AskUsNow! chat is not provided at the public service desk where the public asks questions face-to-face. These locations for chat service provision are acceptable:

a. An office or semi-private cubicle

b. A dedicated Telephone Reference room that is excluded from face-to-face encounters with the public

c. At a public service desk if the library is not open to the public (before or after hours).

d. At home or at another site outside of the library building (if the partner library's policies allow for it).

 

4. Responding to the call

a. AskUsNow! librarians should pick up Maryland customers as soon as possible. An exception would be if the customer is a UMCP customer as there is almost always a UMCP librarian monitoring. When monitoring globally for the cooperative, librarians are to wait 60 seconds when there is a local librarian monitoring.

b. AskUsNow! librarians are expected to use professionalism with every customer as per the various Best Practices documentation.

5. Following up with the customer

a. AskUsNow! librarians will determine when it is appropriate to follow up with a customer. Such reasons may be:

• Resources for answering the question are not immediately available online, but can be accessed after the session

• The librarian is unable to find information during the session, but is confident that he or she could find information given more time (i.e., within 15-20 minutes).

• Technical problems either with the librarian or the customer that interfered with the regular transaction and an email address has been confirmed or secured.

• The customer disconnects from a session before the librarian sends information and an email was provided.

b. librarians should obtain or confirm customer contact information and indicate when the information will be sent.

c. librarians should select the Resolution Code of “Follow up by…” either “me” or “patron’s library” depending on the situation.

6. Referring the call to an outside agency

a. AskUsNow! librarians should determine when it is appropriate to refer a customer to an outside agency. Such reasons may be that the customer’s question:

• Requires response from the customer’s home library (eg, account information)

• Requires extensive in-library research (eg, local information)

• Is most efficiently answered by another agency

b. librarians should select an appropriate agency to which to refer the customer and provide the customer with contact information, such as e-mail or postal address, phone number, or website URL.

7. Transferring a session to another online librarian

a. While AskUsNow! librarians are expected to complete sessions with customers, librarians may sometimes determine that it is appropriate to transfer a customer to another online librarian. Such reasons may be:

• The question will take a while to respond to, and the librarian’s shift has ended.

• The customer’s question requires an expertise or specific resources in another subject area.

b. The original chatting librarian is expected to IM the librarian they are trying to transfer a session to in order to see if the other librarian can accept the session and to explain why the session is being transferred.

Need language here about transfering a request to a non-chatting library (ie NARIC, National Ag Library, etc.)

 

D. Ending Sessions

1. Session Length

Sessions must always be ended in a courteous manner. Customers should never be told that they have asked their limit of questions or that their “time is up.”

A session shall be brought to a close when either the customer indicates that he or she has the information sought, or when the librarian is confident that the customer is able to search independently for the information or that through reading resources already sent, the customer will find the information. The librarian should always clarify with the customer whether they have any additional questions or still need information.

When a customer has a long list of questions or continues to demand more information, the librarian may politely inform the customer that there are other customers waiting for assistance and encourage the customer to log back on later if they need additional assistance.

If a librarian does not receive a message from a customer for 1-2 minutes, he or she should try to confirm that the customer is still online. Flash Chat will “yellow” a customer when they have gone idle after 3 minutes. This means they have disconnected on purpose or due to technical issues, or they have navigated away from the page. If the customer is idle or the librarian suspects they are gone they should let the customer know of the situation, (i.e. “it looks like you’ve disconnected. If I don’t hear from you soon, I will end this session”). It is up to the librarian if they want to pick up another patron or end the call.

Calls should be managed as effectively as possible by all librarians on a particular shift.

2. Call Resolution Codes

Answered

Use this code when no further action is needed or possible:

• The chatting librarian feels they successfully helped the customer and no follow-up is needed.

• The customer is disconnected or disconnects in the middle of an interaction and there is no email for follow-up.

Follow-up by Me

Use this code when the librarian could not find information during the session, but will personally continue searching and follow-up with the customer via e-mail after the session.

Follow-up by Patrons Library

Use this code when the question is most adequately answered by the customer’s library, i.e. account information.

Lost Call

Use this code sparingly; when the customer is disconnected when the librarian picks up. There has been no further communication from the customer beyond the initial log-in question asked and no email has been provided for follow-up.

Inappropriate

Use this code when the customer does not ask an appropriate question or behaves inappropriately during the call.

E. Ending a Shift.

Librarians must be sure to Log Out at the end of their shift so they will no longer appear ready for calls.

F. Best Practices

Librarians should strive for these best practices (from RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers- http://www.ala.org/ala/rusa/rusaprotools/referenceguide/guidelinesbehavioral.htm):

Approachability/Interest—A successful librarian must demonstrate a high degree of interest in the reference transaction

• The librarian quickly welcomes the customer to the service and uses the customer’s name, when provided.

• The librarian communicates that he or she is willing and eager to assist the customer with the request

• The librarian maintains frequent and regular communication with the customer (typically every 40 seconds to 1 minute) throughout the session

Listening/Inquiring—The librarian must be effective in identifying customers’ information needs and must do so in a manner that keeps customers at ease

• The librarian is able to quickly and correctly identify or interpret a customer’s information need when the question is relatively clear

• The librarian conducts an efficient and appropriate reference interview when a question is not clear or when further information is required

• He or she uses rephrasing and/or clarifying questions to gain understanding

• He or she uses appropriate open-ended questions to encourage customers to expand upon their request and/or present additional information

• The librarian asks the customer appropriate questions, such as grade level, how much information is required, and/or whether the customer has already done any research

• All messages from the librarian are polite, encouraging, and appropriate

Searching—The search process is the portion of the transaction in which behavior and accuracy intersect

• The librarian identifies appropriate sources and relevant search terms and strategies

• The librarian explains the search strategy to the customer and how to use sources when appropriate

• The librarian asks the customer if the information from an initial search meets his or her needs and adjusts the search to find different or additional information if necessary

• The librarian provides URLs and/or names of resources, explaining what they are and their relevance to the customer’s information need

• When necessary, the librarian refers the customer to a more appropriate resource or agency and provides contact information or when appropriate, suggests that the customer visit or call his or her local library, providing contact information.

Follow-up—The librarian is responsible for determining if the customers are satisfied with the results of the search and/or referral options

• The librarian asks the customer if the question has been completely answered or if there are any further questions

• The librarian thanks the customer for using the service and encourages him or her to return for further questions or additional assistance

• If necessary, the librarian arranges to follow-up with the customer after the session ends [see Section C.2., “Following up with the Customer”]

V. Reference Resources

A. librarians should use any resources available to them: Statewide databases available via SAILOR MARINA Proprietary databases within the library (keeping with the library’s guidelines) Free material available via the World Wide Web Print resources

B. Authentication Procedures regarding the remote authentication of local database subscriptions:

1. Sailor databases: Accessible to all with a valid public library card

2. Use the customer's library card to authenticate the customer's home library database

3. If the customer has no card, the librarian may use the generic library card number provided in the customer’s library’s policy page (if available)

4. Refer the customer to the library who owns the database subscription

C. Website evaluation Select those websites that are authoritative, non-commercial, and “objective.” When information is available only on a website that is questionable to the librarian, the librarian should inform the customer of this. (See http://www.ala.org/ala/yalsa/yalsamemonly/yalsamounder/yalsamotopics/webeval.pdf).

D. Cite Sources

Websites pushed to customers should be accompanied by a brief explanation of what the page is and why it is relevant to the customer’s information need. When a website is not directly pushed to a customer, librarians must always provide a citation for the resource wherein they found information.

VI. Miscellaneous Guidelines

A. Chatting

In order to communicate most effectively in the chat environment, librarians should break long sentences up into shorter segments and should avoid sending lengthy messages.

Librarians must avoid long pauses between communications with customers, and should strive to send a message to the customer at least once a minute. librarians who choose to use chat lingo and/or emoticons should feel free to do so if the customer initiates this informal style of communicating.

B. Dealing with difficult customers

Because of the anonymous environment of virtual reference, librarians may encounter difficult customers. Until a customer has become abusive, he or she must be given the benefit of the doubt.

Customers who log on with no particular question or who just wish to “chat” with the librarian should be encouraged to ask a specific question. If he or she does not have one, the librarian may suggest that the customer log back on when he or she does have a question to ask, before disconnecting.

Customers who are rude or obscene, who ask an inappropriate question, who use offensive language, or who threaten the librarian should be sent a message (scripted or not) appropriate to the situation and given a chance to redeem themselves:

• “I do want to help you with this, but you'll need to demonstrate some patience while we search. We aren't able to tolerate rude behavior on this service. Should we continue or just end the call now?”

• “If you have a question for us, please rephrase it again with more appropriate language.”

• “Sorry to need to point this out - but by using this service you agree not to send any question or content that is illegal, harassing, libelous, threatening, harmful, or obscene - and does not violate any applicable local, state, national, or international law. Please contact us again when you have a question that we would be able to address here. Goodbye for now.”

• “Your behavior is inappropriate. Please work with me so I can provide the best service possible to you.”

At the next instance of such behavior, they should be sent a message explaining that they have no more chances left and the session will be terminated:

• “Sorry, but since you insist on using this kind of abusive language, I'm going to need to end the call. When you have an information question and can use appropriate language, we will be glad to help you then. Goodbye for now.”

• Sorry, but since you insist on acting inappropriately, I am going to need to end the call. We will be glad to help you when you can act appropriately. Goodbye for now.”

If the customer uses a phrase that could be categorized into one of the three areas described below, the session would merit being ended, using the “Inappropriate_disconnect” script

a. Expletives/Profanity/Racial Slurs

Example: "What the f**k is taking so long?"

But not: "Can you hurry it up?"

b. An insult directed at the current librarian

Example: "What are you stupid?"

But not: "That other librarian didn't have a clue."

c. Personal questions of a sexual nature

Example: "Hey, you want to get it on?"

But not: "Where do babies come from?"

C. Working with distressed customers

The AskUsNow! service is not intended for providing service to customers who need assistance beyond the scope of reference service. Some examples are customers who are in danger, ill, depressed, or suicidal. The librarians role in such circumstances is to provide a referral to an agency that may provide the assistance the customer may need.

Customers who state that they are ill or in danger should be instructed to call 911 or their local police department.

Customers who state that they are depressed or suicidal should direct users to the National Suicide Prevention Hotline at 1-800-273-TALK (1-800-273-8255), the National Suicide Hopeline at 1-800-SUICIDE (1-800-784-2433), or the Maryland Crisis Hotline at 1-800-422-0009.

Customers who have other problems may be referred to the United Way First Call for Help: http://www.uwcm.org/FindHelp/fcfh

Additional Resources:

Maryland Suicide and Crisis Hotlines: http://suicidehotlines.com/maryland.html

Maryland Attorney General Sexual Assault Hotlines: http://www.oag.state.md.us/Family/sahotlines.htm

BCPL listing of Domestic Crisis Shelters: http://www.bcplonline.org/commpg/connections/domviolcc.html

E. Personal Opinions

Librarians should try to avoid giving their personal opinions or making comments about the matter of the customer’s question. Offering opinions on medical or legal questions is never appropriate.

G. Customer Privacy

Avoid asking customers for any more information than is necessary to complete the transaction. When librarians do need to ask for personal information (a customer’s grade in school, home library, or whether they have a library card), they should be sure to explain why the information is necessary. librarians should have customers type in their own library card numbers and passwords when appropriate.

H. Librarian Privacy

Librarians are under no obligation to answer personal questions from customers, such as their real name, gender, location, or schedule.

I. Explicit Material

AskUsNow! librarians will not intentionally provide pornography to customers of any age. Librarians should inform the customer that questions seeking online pornography are beyond the scope of the service.

AskUsNow! librarians should not knowingly bypass a filter in recognition of the wishes of the parent/guardian, school, or other institution which installed the filter. A website which contains such language or content can be provided but explicit content not cut and pasted.

Example: “lyrics to jay z show me what you got?” (librarian would push: http://www4.islanddefjam.com/media/kingdomcome/lyrics.htm#4)

J. Sexual Questions

Questions about sexual education, sexual health, or human anatomy should be initially treated as legitimate reference questions. If the customer’s questions or comments become inappropriate during the transaction, the librarian should treat the call as a difficult customer, described in Section VI.C.

K. Questions about the service

Customers may ask questions about the AskUsNow! service itself. Librarians may answer their questions or direct them to the “About AskUsNow!” information on the customer sign-in page. Questions about the service’s policies or management or very specific questions about procedures, funding, or staffing should be referred to one of the Contacts below.