Online Librarians Never Say Shhh!
By: Gabriel Goldberg Source: AARP.org Date Posted: 2005-12-28 15:58:00-05:00
While growing up, I was lucky to live only a few blocks from a great neighborhood library. I fondly remember the children's librarian encouraging my love of reading and books. I'm pleased that libraries have continued to enhance their services. Research assistance, once only available in person or by telephone, is blossoming into diverse online services that handle questions ranging from general curiosity and homework-related projects to business research. Just don't expect medical or legal advice.
Library assistance via e-mail has been available for some time. Librarians usually like e-mail it because they can answer questions as they have time, and it avoids having to make people wait in line or hold on the phone, although responses can be slowed if a question needs clarification.
Libraries now also utilize Web forms for submitting queries, take questions via instant messaging, and offer interactive Web chats. Newer technologies such as VoIP (Voice Over IP) Internet telephony and SMS (cell phone text messaging) may soon increase the availability of library research tools.
Most queries are handled at no cost, although some searches incur charges. A library card usually isn't needed. Some libraries will mail you printed research results, but if there are images involved, e-mailing will provide faster service and may reduce your costs. Queries pertaining to local history, obituaries, newspaper clippings, etc., usually need to be handled by a library near the area of interest. The online interfaces for many libraries are built to display best using Microsoft's Internet Explorer Web browser, although Linux and Macintosh systems are increasingly supported, and there's usually no software to download or install. You may, however, need to customize your firewall or browser's pop-up blockers to utilize these online services.
Behind the scenes, today's technology helps librarians better manage their queries, ensuring that all questions are answered and eliminating duplicate responses. Librarians also support each other around the clock and around the world, with some off-hour queries from some libraries being routed to on-duty librarians who may actually be working long-distance from home!
Here are a few tips regarding online queries:
- Provide your name, e-mail address, and a phone number in your query for the librarian ' s use answering your query and in case clarification is needed.
- Use plain text formatting in your e-mail for easy reading.
- Allow time for an answer, following up in a week or so if no response is received.
- Be sure you are contacting the correct library. A library in Plymouth, Michigan has received many queries about the Plymouths in Massachusetts and England!
No matter how they've evolved, whether as buildings or online, the core mission of every library is everlasting — to provide timely information in a customer-friendly format.
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