Challenges for Reference Excellence: Realities

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Challenges for Reference Excellence Realities
Possibilities

• Wisconsin Library Association
• Marie L. Radford, Ph.D.
• November 6, 2008

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LibraryDude (aka Billie Walker) the ASK
CartPenn State University, Thun Library
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Phone? The library has a phone?
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The Litany of Excuses

• We are already too busy.
• We dont do that here.
• We would be overwhelmed if we did that.
• Then everyone would expect it.
• Then they will expect it every time.
• We could never do that.
• It takes too long.
• We dont have enough staff.
• They should do their own work.

• We cant break the rules.
• We must enforce the policies.
• It would be chaos if we did that.
• The will take advantage of us.
• Ill get in trouble if I do that.
• The others I work with wont like it.
• Ive been told not to bend the rules for anyone,
  ever, I never do.

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• They died?
• They still owe the overdue fine.

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WØRD
The

• BURNOUT

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More Like TechnoHELLpers
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Web 2.0? Social Networking? Just another
passing fad.
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Re-invent the card catalog!! Dust off the
microfilm reader!!
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I have upgrade fatigue. Wah! Wah! Waah!
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In fact, dont talk to me. Leave me alone.
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I need to get a grip, pronto.
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In the Dark Ages
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The OLDEST PROFESSION
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OMG!!! Screenagers!!
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WTF?????
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B C Before Computers
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We never procrastinated when we were in school.
We never work on deadline now.
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Dont they know Im busy?
Playing Solitaire?
Checking my e-mail?
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FT ???? Can I have the full text of the
newspaper that was published the day Jesus Christ
died? (Actual Reference Question)
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You mean it isnt??
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But not use Wikipedia or Google
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For Ready Reference Qs Give them the damn
fish
Then ask Do you want to learn how I found it?
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b/c they are a. Easy b. Convenient c.
Never surly d. Fish giving e. All of the
above
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And to stop listening to rock n roll too. And
btw, to Just say no!
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Yeah, we should STOP! Screw The Online
Patron
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Yeah while were at it, especially screw the
Distance Learners!
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Except for my own kids Hey, theyre really busy
they need me!
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How long do we have to wait until the burned out
ones are fired? retire? or quit go work for
Motor Vehicles or Wal-Mart?
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• And thats it for todays
• WØRD

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A Few Words about Burnout
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Some Suggestions
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• Service Excellence
• Make it Your
• Personal Choice
• Encourage Your Colleagues!