[Virtual_reference] FW: Answering Percentage: Protocol/Script for "What are some ways to keep a person from screaming?"

Tobias, Christine tobiasc at mail.lib.msu.edu
Mon Apr 30 15:34:29 EDT 2012


Hi -

I've had a couple of people ask about the answering percentage with regard to the Stop Screaming patron, so I thought I should clarify. Research Help Now is enrolled in the Qwidget Roll-up so that our Qwidget questions are answered by the 24/7 librarians when none of the RHN librarians are available. One of the requirements of this program is maintaining a weekly answering percentage of 75%. The answering percentage is calculated by dividing the total number of questions asked by RHN patrons by the total number of questions answered by RHN librarians.

I know some chat librarians have suggested ignoring this patron. However, if we ignore the Stop Screaming patron and allow the question to be answered by the 24/7 librarians, that counts as a question from an RHN patron that we didn't answer, which decreases our answering percentage. So, it is in our best interest to pick up the question, send the script, and promptly end the session.

Christine

Christine Tobias
Reference and Technology Librarian
Liaison to James Madison College
Michigan State University Libraries
100 Library
East Lansing, MI 48824-1048
517-884-0897
tobiasc at msu.edu<mailto:tobiasc at msu.edu>
Twitter: @ctobias27



From: virtual_reference-bounces at mlcnet.org [mailto:virtual_reference-bounces at mlcnet.org] On Behalf Of Tobias, Christine
Sent: Monday, April 30, 2012 2:24 PM
To: virtual_reference at mlcnet.org
Cc: Miller, Terri
Subject: Re: [Virtual_reference] Protocol/Script for "What are some ways to keep a person from screaming?"

Hi -

I have edited the Stop People from Screaming/Pinching Cheeks script to reflect QuestionPoint's suggestion (although our script tells them not to contact us again). The script can be found in MSU's Institution's Scripts section.

Hopefully, this patron will get the hint sooner rather than later. Since QuestionPoint has declared this patron to be a nuisance, if this patron comes into the service when you are covering chat, please pick up the question (so that our answering percentage is not negatively affected), send the Stop People from Screaming script, and then promptly end the session.

Please let me know if you have any questions or concerns.

Thanks!
Christine

Christine Tobias
Reference and Technology Librarian
Liaison to James Madison College
Michigan State University Libraries
100 Library
East Lansing, MI 48824-1048
517-884-0897
tobiasc at msu.edu<mailto:tobiasc at msu.edu>
Twitter: @ctobias27


From: Miller, Terri
Sent: Wednesday, April 25, 2012 11:52 AM
To: Realtimeref
Subject: FW: [Virtual_reference] FW: [QUESTIONPOINT-L] Repeat patron/s from different locations, same question: what are some ways to keep a person from screaming?

I'm assuming that all of you get these emails from the RHN listserv, but if you don't, here is another script to use if you encounter the screaming person.

-Terri

p.s. if you do not get any RHN listserv emails, please let me or Christine know

From: virtual_reference-bounces at mlcnet.org<mailto:virtual_reference-bounces at mlcnet.org> [mailto:virtual_reference-bounces at mlcnet.org]<mailto:[mailto:virtual_reference-bounces at mlcnet.org]> On Behalf Of McCarthy, Sandy
Sent: Wednesday, April 25, 2012 10:03 AM
To: Virtual reference (Virtual_reference at mail.mlcnet.org<mailto:Virtual_reference at mail.mlcnet.org>)
Subject: [Virtual_reference] FW: [QUESTIONPOINT-L] Repeat patron/s from different locations, same question: what are some ways to keep a person from screaming?

See below from Susan McGlamery -- Persistent Repeat Patron Policy

Sandy

Faculty Librarian
Washtenaw Community College
Ann Arbor, MI 48105

734-677-5293

Got a question?    Research Help Now<http://www.researchhelpnow.org/> !

From: For discussion of the QuestionPoint service [mailto:QUESTIONPOINT-L at OCLC.ORG]<mailto:[mailto:QUESTIONPOINT-L at OCLC.ORG]> On Behalf Of McGlamery,Susan
Sent: Wednesday, April 25, 2012 9:44 AM
To: QUESTIONPOINT-L at OCLC.ORG<mailto:QUESTIONPOINT-L at OCLC.ORG>
Subject: Re: [QUESTIONPOINT-L] Repeat patron/s from different locations, same question: what are some ways to keep a person from screaming?

Dear 24/7 Coop librarians

Periodically, the chat service gets hit with repeat questions , and we do have a policy to deal with this.  See our Persistent Repeat Patron Policy for guidance:
http://wiki.questionpoint.org/w/page/13839422/247-Policies#454Persistentrepeatpatrons

Cathay Crosby of Delaware posted a great suggested script:
"I'm sorry, but this is something that numerous librarians have helped you with repeatedly over the last few months. There really isn't anything else we can send you - please contact your local library for help with this"

Thanks to all who reported this, and if you have questions about the policy please let me know!
Regards,
Susan


Susan McGlamery
QuestionPoint product manager
mcglames at oclc.org<mailto:mcglames at oclc.org>



From: For discussion of the QuestionPoint service [mailto:QUESTIONPOINT-L at OCLC.ORG]<mailto:[mailto:QUESTIONPOINT-L at OCLC.ORG]> On Behalf Of Wynita Worley
Sent: 25 April 2012 14:29
To: QUESTIONPOINT-L
Subject: Re: [QUESTIONPOINT-L] Repeat patron/s from different locations, same question: what are some ways to keep a person from screaming?

I am new to this discussion, but if this person is logging in so many times across many chat services and not waiting for responses, should the authorities be called in? It appears one library has noticed a consistent IP address. This person appears to have a problem and is taking up a lot of time with these questions. Maybe having the authorities pay a call to the patron (not arresting or threatening) would initiate some social services help?

Doesn't anyone else find the nature of the patron's question disturbing? I had a similar type of local patron last year who kept logging in and asking for facts and pictures on animal abuse. The person claimed to be doing a homework paper. I had no way of tracking down the anonymous patron, but I did contact the local English teachers who verified that no such research project was going on and that no student was reporting a paper on that subject, but offered to keep a lookout if they saw something like that.

Wynita Worley
Public Services Librarian
Grant County Public Library
w.worley at grantlib.org<mailto:w.worley at grantlib.org>
859-824-2080
www.grantlib.org<http://www.grantlib.org/>




From: For discussion of the QuestionPoint service [mailto:QUESTIONPOINT-L at OCLC.ORG]<mailto:[mailto:QUESTIONPOINT-L at OCLC.ORG]> On Behalf Of Fields, Anne
Sent: Wednesday, April 25, 2012 8:29 AM
To: QUESTIONPOINT-L at OCLC.ORG<mailto:QUESTIONPOINT-L at OCLC.ORG>
Subject: Re: Repeat patron/s from different locations, same question: what are some ways to keep a person from screaming?

Now that everyone's pretty much determined that this is a crackpot patron how about simply not responding and just closing the question when it's asked.. Then the person won't get the attention he/she so clearly is seeking and eventually will give up.  (And this thread can be brought to an end.  Frankly, I don't see what constructive purpose all this endless reporting of "sightings" is serving.)

Thanks.

Anne Fields
Subject Librarian for English
222E Thompson Library
Ohio State University
1458 Neil Ave. Mall
Columbus, OH 43210

fields.179 at osu.edu<mailto:fields.179 at osu.edu>
614-292-2762 (phone)
614-688-1088 (FAX)



From: For discussion of the QuestionPoint service [mailto:QUESTIONPOINT-L at OCLC.ORG]<mailto:[mailto:QUESTIONPOINT-L at OCLC.ORG]> On Behalf Of Sage, Robert D
Sent: Tuesday, April 24, 2012 8:49 PM
To: QUESTIONPOINT-L at OCLC.ORG<mailto:QUESTIONPOINT-L at OCLC.ORG>
Subject: Re: [QUESTIONPOINT-L] Repeat patron/s from different locations, same question: what are some ways to keep a person from screaming?

I'm covering my QP shift right now and the question came in a few minutes ago through the Idaho Academic queue.


Rob Sage
Business Librarian
Pollak Library, Cal State Fullerton
P.O. Box 4150
Fullerton, CA 92834-4105
rsage at fullerton.edu<mailto:rsage at fullerton.edu>
(657) 278-4057



From: For discussion of the QuestionPoint service [mailto:QUESTIONPOINT-L at OCLC.ORG]<mailto:[mailto:QUESTIONPOINT-L at OCLC.ORG]> On Behalf Of Kandy Brandt
Sent: Tuesday, April 24, 2012 3:19 PM
To: QUESTIONPOINT-L at OCLC.ORG<mailto:QUESTIONPOINT-L at OCLC.ORG>
Subject: Re: Repeat patron/s from different locations, same question: what are some ways to keep a person from screaming?


I had this customer last week, and since it was a writing question, referred them to "their" library's writing help website/service. When I asked if this would help, I got no more chat, and then a disconnect.

Kandy Brandt, Spokane County Library District

________________________________
From: For discussion of the QuestionPoint service [QUESTIONPOINT-L at OCLC.ORG] on behalf of Elinor Appel [elinor.appel at GMAIL.COM]
Sent: Tuesday, April 24, 2012 11:11 AM
To: QUESTIONPOINT-L at OCLC.ORG<mailto:QUESTIONPOINT-L at OCLC.ORG>
Subject: [QUESTIONPOINT-L] Repeat patron/s from different locations, same question: what are some ways to keep a person from screaming?
Greetings all,

One of our librarians reports that she has been getting the same question at the same time (her shift) from two different locations three weeks in a row. The question: what are some ways to keep a person from screaming? Has anyone else encountered this particular question repeatedly? Is this an assignment? Spam? Something else? Her email to me is below. Thanks, Elinor Appel, NSCC
__

Three weeks in a row now, on Tuesday, 10-11 am shift I've seen the exact same question pop up.  Week 1 (4/10) & Week 2 (4/17) the question originated at UManoa; Week 3 (4/24) question originated from UCal (I think San Jose State).

The question is:  what are some ways to keep a person from screaming?

In the first two instances I was told, upon asking, that this was for a writing assignment.   Both of these questions took about 35-40 minutes to field because the questioners (different screen names each time) kept asking what seemed like legitimate (if somewhat simplistic...meaning, it would have been easy to come up with an imaginative answer) questions.  In neither case was the questioner interested in being referred to resources such as books on how to write stories.

In the third instance I declined to pick up the question, but in the body of the question was the information that "this is for a writing assignment".


--
Elinor Appel, Librarian
North Seattle Community College
www.facweb.northseattle.edu/eappel<http://www.facweb.northseattle.edu/eappel>
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QUESTIONPOINT-L is a peer-to-peer community discussion group that you may use to exchange ideas, information, knowledge, and expertise about QuestionPoint.

Additionally, QuestionPoint System alerts are posted to this listserv at the same time they are posted on the system alerts page located at http://www.oclc.org/support/systemalerts/default.asp.

For support, use the SUPPORT link located on most QP screens, or email support at oclc.org<mailto:support at oclc.org>; or you may call support between 7AM - 9PM EST at 1-800-848-5800 (USA) or +1-614-793-8682. If you are reporting a performance issue please include the date, time and your time zone. --------------------------------------------------------------------------
-------------------------------------------------------------------------- This listserv is set up to reply directly to the sender of this message. To reply to the entire list, enter 'questionpoint-l at oclc.org' (without the quotes) in the TO: field of your e-mail program. -------------------------------------------------------------------------- Please do not use this list to ask support questions or report service-related issues.

QUESTIONPOINT-L is a peer-to-peer community discussion group that you may use to exchange ideas, information, knowledge, and expertise about QuestionPoint.

Additionally, QuestionPoint System alerts are posted to this listserv at the same time they are posted on the system alerts page located at http://www.oclc.org/support/systemalerts/default.asp.

For support, use the SUPPORT link located on most QP screens, or email support at oclc.org<mailto:support at oclc.org>; or you may call support between 7AM ? 9PM EST at 1-800-848-5800 (USA) or +1-614-793-8682. If you are reporting a performance issue please include the date, time and your time zone. --------------------------------------------------------------------------
-------------------------------------------------------------------------- This listserv is set up to reply directly to the sender of this message. To reply to the entire list, enter 'questionpoint-l at oclc.org' (without the quotes) in the TO: field of your e-mail program. -------------------------------------------------------------------------- Please do not use this list to ask support questions or report service-related issues.

QUESTIONPOINT-L is a peer-to-peer community discussion group that you may use to exchange ideas, information, knowledge, and expertise about QuestionPoint.

Additionally, QuestionPoint System alerts are posted to this listserv at the same time they are posted on the system alerts page located at http://www.oclc.org/support/systemalerts/default.asp.

For support, use the SUPPORT link located on most QP screens, or email support at oclc.org<mailto:support at oclc.org>; or you may call support between 7AM - 9PM EST at 1-800-848-5800 (USA) or +1-614-793-8682. If you are reporting a performance issue please include the date, time and your time zone. --------------------------------------------------------------------------
-------------------------------------------------------------------------- This listserv is set up to reply directly to the sender of this message. To reply to the entire list, enter 'questionpoint-l at oclc.org' (without the quotes) in the TO: field of your e-mail program. -------------------------------------------------------------------------- Please do not use this list to ask support questions or report service-related issues.

QUESTIONPOINT-L is a peer-to-peer community discussion group that you may use to exchange ideas, information, knowledge, and expertise about QuestionPoint.

Additionally, QuestionPoint System alerts are posted to this listserv at the same time they are posted on the system alerts page located at http://www.oclc.org/support/systemalerts/default.asp.

For support, use the SUPPORT link located on most QP screens, or email support at oclc.org<mailto:support at oclc.org>; or you may call support between 7AM - 9PM EST at 1-800-848-5800 (USA) or +1-614-793-8682. If you are reporting a performance issue please include the date, time and your time zone. --------------------------------------------------------------------------
-------------------------------------------------------------------------- This listserv is set up to reply directly to the sender of this message. To reply to the entire list, enter 'questionpoint-l at oclc.org' (without the quotes) in the TO: field of your e-mail program. -------------------------------------------------------------------------- Please do not use this list to ask support questions or report service-related issues.

QUESTIONPOINT-L is a peer-to-peer community discussion group that you may use to exchange ideas, information, knowledge, and expertise about QuestionPoint.

Additionally, QuestionPoint System alerts are posted to this listserv at the same time they are posted on the system alerts page located at http://www.oclc.org/support/systemalerts/default.asp.

For support, use the SUPPORT link located on most QP screens, or email support at oclc.org<mailto:support at oclc.org>; or you may call support between 7AM ? 9PM EST at 1-800-848-5800 (USA) or +1-614-793-8682. If you are reporting a performance issue please include the date, time and your time zone. --------------------------------------------------------------------------
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