Posts tagged ‘LibraryGarden’
Last week, Patricia Dawson (the Science Librarian at Rider University) and I (the Education Librarian) did a library research instruction session together at our Rider University Libraries for students in a math curriculum course in our the Master of Arts in Teaching program. We, of course, discussed, demonstrated, and provided hands-on time for several databases and Web sites that we subscribe to or visit regularly to keep up with various reports and research on improvements in education. Besides looking for articles by particular authors on the topic of teaching fractions, they were also looking for substantive intervention reports and proven practical information guides regarding various teaching strategies. The students were very pleasantly surprised by several database findings and sites, including our EBSCO ERIC database, and what replaced the AskERIC site–The Educators Reference Desk. Both were extremely useful in their research, and it was the reminder email I received from ERIC News earlier today about their newly redesigned Web site that reminded me that many education students, current teachers, and professors in undergraduate and graduate education programs are not familiar with particular valuable publications available via ERIC, even if they have previously used the ERIC database. I meant to blog about this earlier this week, but it is never too late to share valuable information!
Because we subscribe to the ERIC database via EBSCO now, I don’t regularly go to the free ERIC Web site, but I was reminded of its usefulness. Earlier this week, ERIC provided detailed information on its new Web site structure and design at http://www.eric.ed.gov/.
The new ERIC Web site features several enhancements that will make the experience of using the site easier and faster for individual researchers, along with improvements to aid librarians in supporting ERIC users. These enhancements include improved navigation, expanded help and training, an information area for librarians, and a lighter visual design.
More detailed information on their new look and feel is available at their site, and I must say that I did appreciate the new Information for Librarians section of their site; however, it was the full summary of and full text reports and articles from one of two of ERIC’s special featured publication sections that really impressed the students and professor, and I wish to highlight it: The What Works Clearinghouse, housed at the Institute of Education Sciences (IES) site, which “brings rigorous and relevant research, evaluation and statistics to our nation’s education system” since 2002 and also features four famous research and data IES Centers, as well as funding opportunities and the other ERIC special publication: The Regional Education Laboratories–all worth exploring.
The What Works Clearinghouse (WWC) began in 2002, and its newly redesigned site provides exactly the type of information researchers and teachers are looking for–a central, trusted site for full text reports and articles on the scientific evidence for what really works in education. Our students loved this site, especially for its topics of Elementary School Math and Middle School Math. Check out the “Topic Report” and “List of all Intervention Reports” links under each of the topics, which in addition to math provide fantastic info on Beginning Reading, Character Education, Dropout Prevention, Early Childhood Education, and English Language Learners. Useful explanations of the difference between Topic Reports and Intervention Reports, although very related, are provided (linked above)–this question came up often in the research sessions.
Being a very practical researcher myself, I like to point out other very interesting areas of the WWS site: their Practice Guides (providing recommendations and strategies for classroom teachers on several challenging topics) and Quick Reviews (providing, well, quick reviews, of “timely and objective assessments of the quality of the research evidence from recently released research papers and reports,” K-12+).
I found myself just as enthralled with this WWS site as the students and professor, and was happy that I revisited the new ERIC site. I believe you will find this site and other related ERIC sites very practical and useful as well. If you have other different “favorites” to share with readers of the Library Garden blog, please feel free to comment and get the word out!
The Human Touch (in which a crazy-bad “system” is made less bad by a live, caring human being)
In November I’m going to be staffing a booth at New Jersey’s annual teacher’s convention to help promote our statewide virtual reference service QandANJ. A few months ago I filled out the necessary forms to reserve booth space on the exhibit floor in the Atlantic City Convention Center. Soon after, I was sent the “exhibitor’s manual” which included another myriad of forms to fill out. So many options! Do we want a table? How many? What size? A table drape? What color? Carpet? Plush? Regular? Color? Chairs? How many? Wastebasket? Do you want the booth vacuumed? How often? Do you want electricity? What kind? (yup, there’s different kinds.) Internet Access? Telephone? Help setting up the booth? Taking it down? Will you be sending boxes of stuff? To the warehouse? To the booth? Etc. Etc.
I suppose choice is good, but the quality of the forms that would (hopefully) reflect my choices were not so good. Small type. Poor design. Lot’s of repetition. Yesterday I spent the better part of the morning attempting to fill out these many poorly-designed forms, all written in 6 pt type. There were eleven different forms. Eleven. And they had to be faxed to three different places! Each form asked for the same information: Name, phone, email, fax, credit card. Name, phone, email, fax, credit card. Name, phone, email, fax, credit card. Wouldn’t it have been great if I could have gone to a single website, entered this information ONCE, then made my selections electronically? Hey, a boy can dream, can’t he?
As it was, my morning was eaten up, my eyes were crossing, but there was a single saving grace: The exhibitor hotline. I had called the exhibitor hotline months ago when I first ordered the booth. In fact, I called it five times in one day (the initial forms I used to order the booth were no less confusing.) Each time I called, the phone was answered on the first ring by Kris. Kris was pleasant. Kris was helpful. Kris was friendly. When I called, I was feeling equal parts stressed, frustrated, and stupid. Kris talked to me like I wasn’t stupid. She comforted me and made it clear that I could call as often as I needed to. So I did.
Yesterday morning I renewed my contact with Kris. She was still there, picking up the phone after one ring with a friendly greeting, helping me figure out the forms and understand the ramifications of my choices. She even made a few phone calls to assure that I’d get the early-bird rate even though I was a few days past the deadline (“Oh, since this is your first time exhibiting…”)
So yes, the “system” sucked, and yes my eyes hurt, but in the end, to be honest, I felt fairly positive about the whole thing. Sure, I would have preferred a system that didn’t require me to interact with another human being (and I’m an extrovert). And I certainly would have preferred a system that didn’t take 3 hours of my time to communicate some relatively simple choices. But having a live person–a warm, caring, informed live person–available to help me gave a HUGE boost to my overall level of satisfaction.
So I ask: What happens when our customers need help? Whether it’s a reference question, a query about branch hours, or someone trying to find out what time storytime starts. Do they get a live person? Do they get an informed, warm, caring live person? Is the phone answered after one ring? Two rings? Five rings?
Kris was my escape valve. Ultimately it’s better to design our systems so we don’t need an escape valve. After all, what happens when Kris retires, or takes another job? Without her on the other end of the exhibitor hotline I would have been in hell. But even the best systems can only benefit from having an escape valve. A Kris who picks up after one ring. A human touch.
If asked to evaluate my experience as a prospective exhibitor at NJEA I’d give failing grades for convenience, but an A plus for the customer service I received from Kris. Overall, a solid B.
In my next post (on convenience) I’m going to describe a very different experience…