1	ALA Conference 2004 RUSA 10th Reference Research Forum June 27, 2004 “Hmmm... Just a Moment While I Keep Looking.” Interpersonal Communication in Chat Reference Marie Radford Acting Dean, Pratt Institute SLIS Joe Thompson Project Coordinator: Maryland AskUsNow! Baltimore County Public Library Note: This was presented by Joe Thompson immediately following the research results presented by Marie Radford.
2	Maryland AskUsNow! Background 26 multi-type participating library systems Participant in “24/7 Reference” About 180 MD librarians actively providing Maryland policies & model behaviors ½ day regional “Refresher” trainings about twice a year
3	Implications How might this affect what we do? Software Page layout Policy development / Standards of service Staff Training
4	Impatience & Abruptness User impatience reflected in 10% of sessions Expectations that are not being met? Frustration with software? Frustration with us?!! Abrupt user sign off in 39% of sessions Disappearing Customer Syndrome Connection glitches? Customer multi-tasking? Good enough?
5	Training Considerations Deference exhibited by librarian only 45% of the time. May need to stress more importance on appreciating the customer’s choice and time. Librarian continues after user has disconnected 7%. Although classified as a barrier, I would like to see this increase.
6	Facilitators to be Stressed Communication facilitators likely to be stressed with staff in the future: Offer reassurance. Currently at 32%. Confirm to your customer that they made the right decision to use your service. A negative librarian comment at the start may encourage a disconnected session. Use self disclosure, but also keep customer involved by using inclusive terminology. Explain why you’re asking for more info or clarification (briefly!).
7	Contact Information askusnow.info/presentations jthompso@bcpl.net