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Transcript Analysis: Group 3

Created for the chat transcript analysis activity, service week Spring 2019.

Questions to consider

  1. What are your overall impressions of the service that the patrons received?
  2. Which of the transactions did you think was the most effective? Least effective? Why?
  3. What positive feedback would you give to the staff providing the service?
  4. What improvements would you suggest?
  5. Were there any opportunities for information literacy instruction? Did the librarians use these opportunities?
  6. Which interaction (or parts of interactions) seemed transformational? Which seemed transactional? 
  7. What do you see that you want to remember when you are providing virtual reference?

Discuss amongst yourselves for 10-12 minutes and then report back to the large group. 

Group 3, Transcript 1

Patron: When is the next exam for library skills?

 

Librarian: Hello, I'm Marian and I'm a librarian helping to answer questions for your library. I am reading your question now to see how I can help you, it will be just a moment?

 

Librarian: Are you asking when SUNY college has posted their exams?

 

Librarian: I can check to see if they have a calendar or exams online

 

Librarian: I'll try to help you along with my other patrons; so there may be a pause in our chat?

 

Librarian: http://www.plattsburgh.edu/branchcampus/acc/registerforthelibraryexam.php

 

Librarian: Are you seeing the page displayed on your monitor now?

 

Librarian: Exam Date and Location (Branch Campus Students Only Please): Thursday, October 24, 2013. The exam will be held in the Regional Higher Education Center, room 147. Please remember to bring your Plattsburgh at ACC picture ID. Also, please be sure that you know how to log into ACC campus computers as well as your Plattsburgh NetID and password. If you do not know how to do this, please check with Michelle in our office

 

Librarian: Is this what you want?

 

Librarian: Exam Registration: You must register for the LIB105 exam prior to Tuesday October 22, 2013.

 

Librarian: It looks like we may have been disconnected? If you need further assistance, please call again. Thank you for using our 24/7 reference service!

 

Librarian: Librarian ended chat session.

Group 3, Transcript 2

Patron: Hi ummm can u possibly give me some sources for the basics of evolution, intelligent design and creation theories?

 

Librarian: Hi! I'll be helping you today from Onondaga County NY. Your library and mine are part of a worldwide chat reference service. I'm reading your question and will be with you in a moment.

 

Librarian: So that I do not duplicate what you have already done can you tell me any sources you already have? Also is this for a school assignment? If so can I ask what grade you're in? It will help me find more appropriate sources for you.

 

Patron: i'm using gale online sources, and this is for school, i'm a senior in high school doing a project on evolution and creation, in my biblical philosophy class.

 

Librarian: Okay, let me see what other resources I can find. Please hold.

 

Patron: no problem

 

Librarian: http://www.pbs.org/wgbh/nova/id/ Companion Web site to the 'NOVA' program 'Judgment Day: Intelligent Design on Trial' explores arguments for and against intelligent design and some of Darwin's most prophetic ideas. Includes multimedia features.

 

Librarian: still checking for other sites.

 

Librarian: still checking

 

Patron: like any articles on the positives an negatives of believing in creationism and evolution

 

Librarian: I have some other links that you can review and see if they have what you are looking for. please hold while I send them.

 

Librarian: Bill Moyers: Genesis, A Living Conversation http://www.thirteen.org/genesis/ Biblical scholars, writers, artists, teachers, scientists, journalists, members of the clergy, and translators try to unravel the mysteries of the Book of Genesis. Companion Web site to a Thirteen/WNET public television series.

 

Librarian: The Revolution against Evolution - Chapter Index http://www.rae.org/revevchp.html Online version of 'The Revolution against Evolution' by Douglas B. Sharp (Decapolis Bks. 1993), defending the creationist view on the origin of human species and the concept of intelligent design.

 

Librarian: AAAS - Evolution on the Front Line http://www.aaas.org/news/press_room/evolution/ From the American Association for the Advancement of Science, a wealth of resources on evolution, the teaching of evolution in public schools, and the challenges confronting science teachers.


Librarian: http://www.debate.org/debates/Pro-evolution-or-Con-and-why/1/ Is a site that providea a pro and con debate about evolution.

 

Librarian: still checking

 

Librarian: library.thinkquest.org/29178 is about the debate

 

Patron: the debate stuff is good cuz i need things from both sides of the debate

 

Librarian: Great, I have found a number of sites that have one side or the other. So far that is the only site that had a pro/con. I am checking to see what else I can find.

 

Patron: okay great thanks

 

Librarian: Do you have time to get books from your library? Creationism versus evolution / Eric Braun is available at your central library. It is published by Greenhaven Press and they do a lot where they provide alternating chapters expressing the the pro and con points of view.

 

Patron: yes i am, that wood help me alot thanks soo much

 

Librarian: The library is also supposed to have Intelligent design : science or religion? : critical perspectives / edited by Robert M. Baird & Stuart E. Rosenbaum.

 

Patron: okay i'll look for that too

 

Librarian: If you call the Information Services Information Desk-847-429-4680 they might be able to check the shelves to make sure the books are there and hold them for you. They should be open until 9PM to night.

 

Patron: alrite thanks for all the help, if i need more assistance i'll be sure to let u know, thanks again

 

Librarian: http://law2.umkc.edu/faculty/projects/ftrials/conlaw/evolution.htm also looks like it might have a lot of good information.

 

Patron: this is perfect

 

Librarian: You are welcome. It has been a pleasure to assist you. Please contact us again if you need further assistance. Have a good evening. Bye.

 

Patron: i will, u too

 

Librarian: Librarian ended chat session.

Attribution

Questions based on QUESTIONPOINT CHAT TRANSCRIPTS A learning resource for virtual reference in the classroomhttp://wiki.questionpoint.org/f/Evaluating%20VR%20Transcripts%20v.2%20.pdf

Transcripts from Ask Us 24/7 Training Manual - Originally created by Shannon Wilson and Sheryl Knab, 2003 Most recent update March 2018 by Caitlin Kenney. (Ask Us 24/7 is a project of the Western New York Library Resources Council (WNYLRC), a non-profit consortium of 90 member libraries and library systems serving Cattaraugus, Chautauqua, Erie, Genesee, Niagara and Orleans Counties.)  http://www.askus247.org/librarians/askustrainingmanual.pdf

St. Louis Community College Libraries

Florissant Valley Campus Library
3400 Pershall Rd.
Ferguson, MO 63135-1408
Phone: 314-513-4514

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