Julie's blog

American Libraries ran a story last week about NYPL and their new crisis call guidelines. They created guidelines after they fielded a call on ASK NYPL, their virtual reference service from the police about a girl threatening to throw herself off a bridge. Her only identification was her NYPL library card.

Yesterday was the first-ever SLRC UNconference- a free conference on web2.0 held at Pratt Central. There was about 70 attendees and it was a great day of discussion. Here are my notes:

SLRC Unconference - August 12, 2010

9:33am - Opening and welcome by Wesley

Abigail Cooley, Andrea Snyder, Rebecca Sullivan - planners

only 4 people had been to an unconference before (out of 70)

I had the pleasure and privledge of being part of the Planning Committee for the 2010 Reference Renaissance in Denver, Colorado. The conference was this past Sun-Tues and it was a fantastic time. In the interest of expediency i wanted to share my notes with you in raw form- i will probably digest them into deeper posts at a later date.

You'll be able to find videos and presentations at http://www.bcr.org/referencerenaissance/2010/schedule_details.html

For answering or following up with a customer via email we have the same customer service / quality guidelines that we do in person or in chat! The benchmark of a successful customer service e-mail effort should be the quality of the response. Here's a quick guide to excellent email reference!