Assignment #5

The first difference that I noted between using a reference service and just finding the information myself is that I needed to be much more specific about what I wanted. When I typed the general question into Google “What is a curriculum vitae”, it turned up that exact information, but also lots of information that I knew that I wanted but hadn't implicitly stated, such as “how do I make one” and “what should I include in a curriculum vitae?”. When I typed that question into Google, I was not looking merely for the definition of the term.

I used the same initial question in both of my queries to AskALibrarian and the KSU service. For AskALibrarian, she immediately asked me if I wanted just a definition, or if I wanted to know how to make one. She required further clarification from me. The KSU service simply gave me a definition, leaving me to ask follow-up questions to get the more accurate information that I needed. It caused me to realize the important of being very specific when another person is filtering results for me. If I am doing the filtering, I'm already on the lookout for the unspoken information that I want. When another person is performing this service, I need to speak the unspoken.

The results were also slightly different. While several of the search results were one that I had also found for myself, the AskALibrarian was also able to let me know that Microsoft Word has templates that can be downloaded. I did not know this, and probably would not have come across this in my own search because I was not asking the correct question. Simply finding the additional bit of information about these down-loadable templates made the additional query to a second party worth it.

I came out of this experience much more impressed by AskALibrian than the KSU service. Upon going to the service site, it asked me to enter my zip code and gave me the choice of the two closest libraries to my location (Lakewood Library and Cleveland Public). I chose Lakewood and within a minute I was in a chat with a librarian. As the page loaded, it told me that I was first in the line. While my line number didn't much matter, as I was first, I imagine it would be helpful to learn where you are in line if you did have to wait for the librarian's attention. Once in the chat, it provided me with the name of the librarian that I was speaking to. She did a good job of finding out what I specifically wanted, found me 3 good resources, and asked if there was anything else that she could help me with. At the termination of the chat, I was sent a transcript of our conversation in my e-mail. The transcript is as follows:

Rachel Fichter: What is a curriculum vitae?
Joelle: Hi! Are you looking for examples of how to format one, or just a definition?
Rachel Fichter: Examples of how to format one, please
Joelle: About.com has a selection of samples and templates: http://jobsearch.about.com/od/cvsamples/a/blsamplecv.htm I'll see if I can dig up some sources for you.
Rachel Fichter: Thank you!
Joelle: If you use Microsoft Office, you can download templates for Word, as well: http://office.microsoft.com/en-us/templates/curriculum-vitae-TC010169559.aspx
Rachel Fichter: That's great! I didn't know that Word could do that
Joelle: These look pretty good, too, and they're compatible with older versions of Word: http://www.cvtips.com/resumes-and-cvs/cv-example.html
Joelle: Word can be pretty helpful, sometimes!
Rachel Fichter: Thank you, JOelle
Rachel Fichter: * Joelle
Joelle: You're welcome! Can I help you with anything else?
Rachel Fichter: Nope, that was very helpful. Thanks!

KSU's service, on the other hand, is using a common screen name in the AIM service. I did not know to whom I was speaking, and it took that person a while to respond to me after my initial IM. They gave me a simple definition and it was up to me to ask additional questions. After giving me a single source, they did not ask me if I needed any more help and did not formally “end” the conversation in any way, simply ceased to respond. The transcript (which I copied from the chatbox) reads as follows:

Rachel: Hi! I'm a Kent student with a reference question
Rachel: What is a curriculum vitae?
imaksulibrarian: That is a professional version of a Resume
Rachel: How do I format one?
imaksulibrarian: it basically lists publications and professional associations
imaksulibrarian: There are many different ways to format one
imaksulibrarian: http://technicaljobsearch.com/resumes/center_7.html
Rachel: Thank you!

As this is done remotely, I have no way of knowing if that librarian was swamped at the reference desk with many people demanding their attention. This could account for the delay and the cursory answers. Not knowing if there were extenuating circumstances, I was more impressed with the customer service of AskALibrarian and more satisfied with the resources that I was given. I think that KSU's service was certainly satisfactory, but I was very impressed with the time and effort the state of Ohio has obviously put into their virtual reference resource.