Helping the Unhelpful
The latest issue of RUSQ (volume 49, issue 2) features an article now sitting at the top of my "to-read" list:
Maness, Jack M., Sarah Naper, and Jayati Chaudhuri. "The Good, the Bad, but Mostly the Ugly: Adherence to RUSA Guidelines during Encounters with Inappropriate Behavior Online." RUSQ 49.2 (2009): 151-162. Web. 6 January 2009. (PDF of print version also available)
Here's the abstract:
Using a scoring rubric based on RUSA’s “Guidelines for Behavioral Performance of Reference and Information Service Providers” (RUSA Guidelines), librarians’ performance in 106 chat reference transcripts in which a patron was determined to be acting inappropriately were compared to 90 randomly chosen transcripts from the same time period in which no inappropriate behavior was identified. Librarians serving appropriately behaving patrons scored significantly better on two of five major dimensions of the RUSA Guidelines. Recommendations for librarians serving inappropriately behaving patrons and for improving the two affected dimensions are given.