Quality Tip Tuesday: Search Strategies Revisited

We are what we repeatedly do.  Excellence, then, is not an act, but a habit.   - Aristotle

Spring-boarding from last week's Quality Tip about information literacy, we've chosen to focus on search strategies for today's tip. We're hoping this is an opportunity for us all to review our habits.  We all have some unconscious methods; the old stand-by's and reliable methods and resources that work well in most cases. But there are a few ideas that may help you improve how you search, and how you can bring your customer in on the process:

1. know the resources and the advanced features

We are the professionals and we are the information gods and goddesses, deftly filtering the mess of information that exists on the planet down to the one (or fifty) thing(s) our customer needs our help to find. Because of this it helps that we have (as the professionals) a few more tools in our toolbox than our customers (usually). We know where the resources are or can think about the question differently in order to better know what keywords to use, places to look, etc.

• Do you always start at your favorite search engine? Search engines are fantastic for things we're unsure about, or to find that obscure thing. But make sure you're making them sit up and beg! Use the advanced features (Google's advanced features recently moved from a link on the main search page to a link under the gear symbol on the top right of the page) for superior information ninja skills! (and don't just type the customer's phrasing into Google. They've already done that).

• Take a moment to think about the resource you're looking for. Might this answer be available from a human services website (we're assuming here that government websites are reliable!) For a person looking for information on depression, you're probably better off starting at the NIMH website than searching your favorite search engine (even if you do use the search engine to remind yourself of the NIMH website address!!) Might your answer best come from an encyclopedia? Sometimes it's a good idea to look for your resource and then look for your answer!

• Understand how to twist the resource to your needs. Know and utilize things like glossary's, advanced features, filtering options, etc., of a resource and use them to find exactly what you need.

• Resources are everywhere. We come across potential resources in our everyday lives - in newspaper articles, advertisements on the metro, overhearing, and in our general search for things both we as individuals need and when looking on behalf of our customers. Keep your eyes peeled and take note. Being aware of new or exciting resources also helps gives us renewed energy as it livens up our chat sessions and breaks us free from complacent hum-drum habits.  It's fun and rewarding to incorporate a new resource into our routine.  Our customers appreciate it!

2. make a "note to self"

We come across some amazing resources and tools in our jobs - and it's very hard to keep track of all of them- and even easier to default to starting from scratch with each new question we get. These resources and tools may end up filed in your brain under "this looks cool, I should remember this" but by the time we rush to get onto our chat shift it's faded into a shadowy irrelevance. 

For example, maybe you wanted to try the Awesome Highlighter that Julie mentioned in a previous QT - as a work-around for co-browsing - but you never got around to playing with it and seeing how it works and forgot all about it (until now!).

How can you try to remember these things you run across? You might keep a small notebook for ideas and notes that travel with them from workstation to workstation and that sits next to you during their chat shift. It doesn't have to be anything fancy just a place to jot down the URL and your quickly-phrased notes about your find.

If you use the same computer for chat and other library work, post-Its or notes tacked on a bulletin board work too.  (I use a desk blotter, but it's monthly so I have to move fast on this or my notes will go to the recycling bin in a matter of days.)  Then, during your shift you may be able to take a look at it while you wait for a customer's "ding".  Or maybe you have a couple of minutes before your chat shift begins to explore it, and that way, it's fresh on your mind and easier to introduce to the customer and use during a session.

Still others (like Julie) might file the resources or ideas you find in an online bookmarking resource (like delicious) or in some other online-accessible tool so that it's available no matter what computer you are on - and so you can tag and file the resources for easy recall later.

3. share the experience along the way

Your customers are here for help - but it's our job to jump on those golden teachable moments when we can. Taking advantage of those teachable moments help patrons shadow us, like having the Two-Step painted in shoe prints and numbered on the dance floor or sidewalk and do for themselves next time, empowering them, ensuring the future of Information Literacy and adding to our value in our customer's eyes. It's also invaluable for the chat experience - bringing the customer along makes it a shared experience and not just one where they can sit back and relax while you do the work!

Each step need not be a lengthy recount, but can quickly point the customer along the path we're taking. Here is an example of what we're talking about:

Patron:  I am doing a project for world cultures about a certain country and I have picked India. i need several things like government, flag/symbols, physical characteristics, political maps,etc.....can you help me find some websites that can give me pictures, information and anything else that can be useful to me on my project.

(After the initial paraphrasing and gathering of useful information (such as grade level, etc.), turn the conversation to the search:)

Librarian:  For an overview of information about countries like India let's start with the CIA World Factbook, at: https://www.cia.gov

Librarian:  Here is the section about India. https://www.cia.gov/library/publications/the-world-factbook/geos/in.html

Librarian:  Scroll down after the flag and map and you'll see tabs to its history, culture, and more.  Let me know what you think...do you see the webpage I sent?

Patron:  Yes, I see it!  This looks perfect!

(Now, to plug in a little about how I found this resource:)

Librarian:  Good to hear!  I found this using Google's Advanced Search feature.  Do you want to see how that works?  It could be helpful to you for the next time you need something like this.

Patron:  Sure, but let me write down the web page before I lose it.

Librarian:  No problem!  You will also receive a copy of our chat as a transcript in your email (then verify email, etc.)

(After email is verified...)

Librarian:  Google's Advanced Search gives you ways to limit your search, to make it easier to find what you need.  For example you can use the Reading Level area - I have "india" in the search area: http://www.google.com/advanced_search?q=india&hl=en&biw=1280&bih=624&site=webhp&prmd=ivnsulrbm

(Note that we normally do not send Google search results as a resource to our patrons, but include it here strictly for the purposes of this demonstration for information seeking tips.)

Librarian:  Do you see the web page?

Patron:  Yes - I see what you mean.

Librarian:  By choosing Reading Levels and other factors, like the type of website you'd like, you can pinpoint more easily a resource that will be helpful.

(Librarian does this.)

Librarian:  I'm choosing "Intermediate" and "culture" is added as another keyword.  Then I'll limit to ".edu" sites. Does that make sense?

Patron:  Absolutely.  I'm trying it now.

Librarian:  The first hit here is from Michigan State University: http://globaledge.msu.edu/countries/india/culture/

Patron:  That's another good site, thanks! 

Your search strategy is one of the most important tools you have in helping your customers get what they need. As the information ninjas, your customers expect a high level of resources and assistance and hopefully these three tips will help you provide it.

-Julie Strange and Cathay Crosby