L-net goings-on
l-net goings-on 11/25/2011
Hi everybody,
As you know, L-net is looking for a new name. Right now the naming team (me, Emily Papagni, Erin Golub from Eugene Public Library, Stuart Levy from Inza R. Wood Middle School in Wilsonville, Lori Moore from Multnomah County Library and Kim Read) is working with a crowdsourcing service, CrowdSpring, to help choose a new name.
It is basically a contest - we offer a sum of money, and participants offer us suggestions for a name. We give feedback about each suggestion and the participants offer better and better names. After 8 days, we have received 800 submissions and counting. I am glad we are going for another 6 days because although the process is intense, we haven't found many outstanding possibilities yet.
The process closes on December 1st, and after the team narrows it down to just a few choices, we'll ask you for help choosing the right name.
Talk to you soon!
Caleb Tucker-Raymond
Statewide Reference Service Coordinator
Multnomah County Library
(503) 988-5438
calebt@multco.us
www.oregonlibraries.net
Multnomah County Library
(503) 988-5438
calebt@multco.us
www.oregonlibraries.net
1. Scheduling Survey
2. Reminder: general scheduling needs
3. You can help with circulation questions
4. View transcripts of your patrons chats with AfterDark
5. Patrons chat back
1. Scheduling Survey
In October we changed the way we schedule on L-net. How is it working for you? Please fill out our survey.
2. Reminder: general scheduling needs
Speaking of schedules, if you are looking to change your regular shift, our "scheduling needs" page is always up to date: http://www.oregonlibraries.
There are a few shifts with no one scheduled (we have been able to fill them on a week-to-week basis) and a few where we have too many librarians already.
3. You can help with circulation questions
Please remember, you can help answer circulation questions by using the Followup resolution code. It is nice to offer their library's phone number, but you should also offer them a way to continue electronically. There is no need for them to start all over with another service.
Make sure you have the patron's contact information, and if it is a problem with an account (as opposed to a foreign object put down the bookdrop or something like that), get their barcode. Get as much information as possible so that the patron's library can simply answer the question or solve the problem.
Remember also that libraries that are part of a consortia such as WCCLS (L-net libraries: Beaverton, Cedar Mill, Hillsboro, Sherwood, Tigard), CCRLS (Chemeketa CC, McMinnville, Salem) and Sage Library Consortium (Columbia Gorge CC, Hood River County) can generally view each other's circulation records and may be able to help the patron. Check to see if someone from the consortia is online, and ask if you can transfer the patron in chat.
Remember also that the common circulation "snags" at your library happen elsewhere also:
* a card may be blocked if a patron changes their address and the library gets returned mail
* people forget their PIN numbers all the time, or don't know they have them
* if the patron put something in the book drop today and it doesn't show up as checked in, it is probably just sitting in a pile or on a cart somewhere. If it has been a few days, Follow-up may be needed
* Yes, you can return your books to any branch / any library in the consortia
* Something weird is going on and no, the patron isn't crazy or stupid for not being able to do something with their account
* Many other questions can be answered using the library's website or L-net policy page (www.oregonlibraries.net/
In general, patrons choose chat because it is somehow more compelling than picking up the phone. Very often, they simply appreciate being connected to a human.
4. View transcripts of your patrons chats with AfterDark
A recent change to the L-net website database has made it possible for you to view transcripts of your patrons' chats with AfterDark or with librarians from another library, or from just your staff.
The interface is a little clunky right now, but to check it out, visit www.oregonlibraries.net/buzz/
You can also simply log into the L-net website then click the 'stats' link in the row of tabs and follow the link to your library's statistics, then transcripts.
We encourage you to give us feedback on the service your patrons are receiving.
5. Patrons chat back
Patrons who finish their chats sometimes fill out a survey about their experience. One of the things we ask them is, "Do you have anything you'd like to tell us?". They do:
Tue, 11/22/2011 - 1:44am - Clearly not actually a human, but the program could extract topics I was talking about and link me to help sections about them.
Sat, 11/19/2011 - 3:24pm - Wonderful and a lifesaver. Rate between 'Excellent' and 'Very good.'
Sun, 11/13/2011 - 6:09pm - John from saint john's did his job just perfectly!
Sun, 11/13/2011 - 12:27pm - The immediacy of response to my question was great, but the sources provided were things I had already looked up on my own through Google & Wikipedia. I had hoped to find more in-depth answers to my question.
Mon, 11/07/2011 - 6:12am - i did not know before now that this service was available.very cool.only thing i would have changed was the way the page disappeared when i clicked end session.there was a link on the page i needed.
To see the list of the last 500 things patrons have said to us, visit http://www.oregonlibraries.net/buzz/comments/patrons.