[Virtual_reference] FW: spanish lang VR questions

Tobias, Christine tobiasc at mail.lib.msu.edu
Thu May 16 14:32:27 EDT 2013


Hi -

I've updated the VR Training Manual (Part 1) to include this information on helping Spanish-speaking patrons. I just sent it to Sandy today for posting to the RHN Intranet.

Christine

Christine Tobias
User Experience and Reference Librarian
Michigan State University Libraries
366 West Circle Drive
East Lansing, MI 48824
517-884-0897
tobiasc at msu.edu<mailto:tobiasc at msu.edu>



From: virtual_reference-bounces at mlcnet.org [mailto:virtual_reference-bounces at mlcnet.org] On Behalf Of Walaskay, Alice A
Sent: Thursday, May 16, 2013 12:28 PM
To: Virtual_reference at mail.mlcnet.org
Subject: [Virtual_reference] FW: spanish lang VR questions

More information about spanish language questions  from Susan McGlamery  ...   Ann

________
Here is some context, in case you want to share this information with your librarians: The patron is from the University of Montemorelos in Mexico.  This library is part of our Spanish language Cooperative and the 24/7 english-language Cooperative.  The librarian at Montemorelos has stated that some of their students are bilingual.  He's also been told that the link to the 24/7 english language Coop should only be available from the English language sections of the university web page, and I will email him about this.

Meanwhile, your email sets out the steps to take if a Spanish-language patron come into the English language service but is unable to communicate in English.  I'm really glad you mentioned the Montemorelos institution script, so many people forget the scripts!

---------- Forwarded message ----------
From: Walaskay, Alice A <AAWALASK at oaklandcc.edu<mailto:AAWALASK at oaklandcc.edu>>
Date: Wed, May 15, 2013 at 1:58 PM
Subject: spanish lang VR questions
To: Virtual_reference at mail.mlcnet.org<mailto:Virtual_reference at mail.mlcnet.org>
Cc: wren247 at gmail.com<mailto:wren247 at gmail.com>
Hi all!  We are seeing some Spanish language questions in our queue.  How to handle?
Christine sent info about how to transfer to the Spanish language queue:

Here's the information from the QuestionPoint blog about transferring to the Spanish queue in QuestionPoint: http://questionpoint.blogs.com/questionpoint_247_referen/2009/06/quality-tip-no-habla-espaol-transfer-to-the-spanish-queue.html . Note that this queue is available only when a Spanish-speaking librarian is logged into the service. To see days/times when the Spanish queue is available, refer to the schedule: http://www.247ref.org/spanishschedule/libschedule.cfm . Note that the times listed are Pacific Time (3 hours earlier than Michigan).

If the Spanish queue is not available, then I would try to use an institution script.  Univ of Montemorelos has a script that will come up when one of their patrons sends a question.
Also, there are helpful phrases in Spanish from the QP Coop Best Practices pages that you may use.  See http://wiki.questionpoint.org/w/page/13839509/Spanish-Language%20Scripts

If you have questions, contact Susan McGlamery at mcglames at oclc.org<mailto:mcglames at oclc.org>. Or if you prefer to contact Wren, her email address is wren247 at gmail.com<mailto:wren247 at gmail.com>.

Ann Walaskay, Faculty Librarian
Orchard Ridge Campus King Library
Oakland Community College
248.522.3528<tel:248.522.3528>
aawalask at oaklandcc.edu<mailto:aawalask at oaklandcc.edu>



Question Detail 8644331
Patron: Library Patron <tu-amigissimo at hotmail.com<mailto:tu-amigissimo at hotmail.com>> Received: 11:26:40 2013/05/15 (GMT -0400)
At: UNIV OF MONTEMORELOS Assigned: Assigned
Status: Pending Type: Chat Sessions
Wait Time: 16 Session Time: 418
Resolution: Followup By Patron's Library
Language: Spanish
  Previously Involved Institutions (See Question History)
OAKLAND COMM COL (Mich_A)
IP Address: 187.138.75.140
Referer: http://biblioteca.um.edu.mx/
Browser/OS: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.31 (KHTML, like Gecko) Chrome/26.0.1410.64 Safari/537.31
Cobrowse: No
  Question History
Patron:
11:26:40 2013/05/15 (GMT -0400) Qwidget: hola,podrian ayudarme con recursos didacticos para percusiones

Librarian:
11:26:40 2013/05/15 (GMT -0400) Note: Patron's screen name: Library Patron
Patron:
11:26:40 2013/05/15 (GMT -0400) Patron has added an email address.
Ann Walaskay At OAKLAND COMM COL (Mich_A):
11:26:57 2013/05/15 (GMT -0400) Librarian 'AnnOakland' has joined the session.
Ann Walaskay At OAKLAND COMM COL (Mich_A):
11:27:12 2013/05/15 (GMT -0400) Hola, I'm Ann, a librarian at Oakland Community College in Michigan. There isn't a librarian from your school available right now, but I may be able to help you.
Ann Walaskay At OAKLAND COMM COL (Mich_A):
11:29:28 2013/05/15 (GMT -0400) ¡Hola! Me llamo Ann. Soy una bibliotecarioa en Oakland community College con el servicio. Estoy leyendo su pregunta y le ayudaré cuanto antes.
Ann Walaskay At OAKLAND COMM COL (Mich_A):
11:29:53 2013/05/15 (GMT -0400) Lo siento, pero no sé mucho español. ¿Prodría transferirlo(a) a otra bibliotecaria(o) que hable mejor español?
Patron:
11:30:43 2013/05/15 (GMT -0400) ok
Ann Walaskay At OAKLAND COMM COL (Mich_A):
11:31:54 2013/05/15 (GMT -0400) Lo siento, pero no sé mucho español. Le puedo pedir a su bibliotecario local que se comunique con usted por correo electrónico ¿Le parece bien?
Ann Walaskay At OAKLAND COMM COL (Mich_A):
11:33:23 2013/05/15 (GMT -0400) Muchas gracias, su bibliotecario local se comunicará con usted por correo electrónico cuanto antes.
Ann Walaskay At OAKLAND COMM COL (Mich_A):
11:33:38 2013/05/15 (GMT -0400) Librarian ended chat session.
Ann Walaskay At OAKLAND COMM COL (Mich_A):
11:33:41 2013/05/15 (GMT -0400) Note: Set Resolution: Followup By Patron's Library
Ann Walaskay At OAKLAND COMM COL (Mich_A):
11:33:41 2013/05/15 (GMT -0400) Referred from: Chat Transcript to Shared Followup
Librarian At UNIV OF MONTEMORELOS:
11:44:40 2013/05/15 (GMT -0400) Claimed by: UNIV OF MONTEMORELOS(13203): Raúl Cervantes(131210) >From Shared Followup
Librarian At UNIV OF MONTEMORELOS:
11:46:47 2013/05/15 (GMT -0400) Clarification:
Estimado usuario,
Te contacto para pedirte si nos podrías precisar el tipo de material que necesitas. Por ejemplo, el formato (libros, artículos de bases de datos por subscripción, sitios Web) y si pueden ser en inglés o exclusivamente en español.
Gracias, de antemano, por tu aclaración.
Referencia Virtual NOE
CIB UM
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