patrons asking for specific sites
Now and again, a patron will connect to us and ask for the librarian to send a specific site or page. Lately, many patrons have been asking to be connected to Dogpile.com, a search engine that uses results from several other search engines at the same time.
Why are patrons asking us this and how should we handle it?
I can think of three reasons that patrons ask for specific sites
1. A site is blocked from their internet connection.
2. They are testing us, seeing how far they can push us.
3. Some combination of the above.
If a site is blocked on a patron's home, school or library computer, it doesn't necessarily mean that the patron shouldn't be allowed to view it or the information it contains.
My assumption is that internet filtering software blocks a lot of information that answer reference questions. It is okay for the librarian to co-browse the site with the patron or copy and paste or otherwise send the patron information from the blocked site.
A new Oregon law will even exempt librarians from prosecution when they share sexually explicit material with minors. This usually applies to books about sex, but it would likely also protect Oregon librarians who accidentally send a page that has explicit pop-ups. The Oregon State Library recently reported that HB 2843 is waiting to be signed by governor Kulongoski and that they don't know when it will become law.
So what is it about Dogpile? Is it because the site skirts content filters and may be used by people to find pornographic material?
I think we can all agree that helping patrons find pornography is not what any of us signed up for, even if it will be legal in Oregon.
We also can't be sure that this is the issue at hand. I looked at 17 of the recent questions asking for Dogpile and observed:
- Patrons are coming from links on the Beaverton School District website. School is not in session yet, so patrons using the site in summer school or a t home.
- Many of the patrons are being pushed the Dogpile home page, without co-browsing, after which the patron disconnects. Dogpile.com does not appear to be a framebuster, so if they are disconnecting on their own, presumably dogpile.com shows up on their screen and is not filtered. "This is all I need", one patron says.
- At least one patron is asking for non-pornographic pictures of a teen heartthrob.
- If this is a single patron, she is convinced we can help her.
I am not convinced that these patrons' goals are to get to Dogpile. They want to get to Dogpile to get to something else. Will a reference interview help them get there faster?
My advice for dealing with the situation is to send the page. Afterwards, go ahead and ask,
"Did it come up? Are you asking for dogpile.com because it is blocked on your computer?"
... if dogpile is not blocked ...
Try to find out what they need/want us for. "I bet there's an easier way for you to get to dogpile.com without connecting to us. It seems to work on your computer, so maybe I can help you figure out what to do to get to it next time."
... and if the answer is yes ...
Co-browse to the site with the patron and/or tell them, "I don't think dogpile.com will work even if I send it to you, but I may be able to send you pages or pictures I find with it. What can I help you find?"
I'd love to hear how this works for everyone.