[Libs-Or] L-net Notable Transcript Award: Buzzy Nielsen

[Stephanie Debner]

L-net, Oregon's Statewide Digital Reference Project (
http://www.oregonlibraries.net), recognizes Buzzy Nielsen at the Hood River
County Library District for his high quality digital reference work while
staffing the service in February 2012. Buzzy’s transcript is online at

http://www.oregonlibraries.net/notable

In this transcript, the patron came in looking for studies that compared
altruism in adults and in children, to support an experiment that they were
doing with a colleague in a fifth grade classroom.  Buzzy conducted an
excellent reference interview with the patron throughout the transcript, to
ensure that the resources he found fit the patron’s needs.  He started off
by directing the patron to the PsycInfo database, available through
Multnomah County.  He put some title and abstract information into the chat
to give the patron some information to assess for usefulness, while he
compiled a list of articles that he emailed to the patron.

When the patron mentioned that they also had access to PSU’s article
databases, Buzzy indicated that PSU might have full-text access to some of
the articles for which Multnomah County only had citation and abstracts.  Given
the PSU connection, Buzzy also suggested some additional databases that the
patron might search. He excelled at providing options for follow-up:  he
provided the name and contact information for PSU library’s psychology
subject expert; he offered to personally follow up with the patron if he
had any “Eureka!” ideas; and he put the chat into follow-up status, as a
way to connect the patron to someone with subject expertise.

Not only did Buzzy conduct an excellent reference interview and offered
options for follow-up, he also was very friendly and human with the patron
throughout the interaction.  The Quality Team was very impressed with the
“above and beyond” level of service that Buzzy provided to this patron from
start to finish.

As an expression of our appreciation, Buzzy was presented with flowers and
a certificate at the Oregon Virtual Reference Summit. Please join us in
congratulating him!

The L-net Quality Team

Stephanie Debner, Portland Community College Library

Barbara O’Neill, Washington County Cooperative Library Services

Emily Papagni, Multnomah County Library
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