[Libs-Or] Answerland Notable Transcript Award

[Stephanie Debner]

Answerland, Oregon's Statewide Virtual Reference service (
http://www.answerland.org), recognizes volunteer Nadia Abdullah for her
excellent virtual reference work while staffing the service in September
2013. Nadia's transcript is online at:



www.answerland.org/awards



The question that Nadia answered is one that was submitted to the service
via text message. The challenges of answering a reference question in a
text message environment include the need to send brief answers, limiting
use of web addresses (since patrons may not have smart phones), and making
it clear to the patron that the person answering the question is human, and
a friendly human at that. Nadia excelled on all counts.



In this conversation, the patron asked for help finding a children's book
about the Pendleton Round-Up. Nadia provided the title of a book that,
while not a children's book, has many photographs of the Round-Up. She also
offered to have a children's librarian research the question further and
send additional resources via email. The patron shared her email address
and received additional information later the same day (to which the patron
replied, saying thank you and stating that she was impressed and amazed).



The Quality Team is impressed with Nadia's skill in finding a suitable book
for the patron, her thoughtfulness in offering follow-up help, and her
friendly manner. And she did all of this in the concise space allowed for
text messages.



As an expression of our appreciation, Nadia was presented with flowers and
a certificate. Please join us in congratulating her!



The Answerland Quality Team



Stephanie Debner, Mt. Hood Community College (stephanie.debner at mhcc.edu)

Joanna Milner, Multnomah County Library (joannam at multcolib.org)

Hillary Ostlund, Hillsboro Public Library (
Hillary.Ostlund at hillsboro-oregon.gov)

Emily Papagni, Multnomah County Library (emilyp at multco.us)
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