2. Exemplary Reference
Exemplary Chats are awarded in 3 categories
• Brief: 15 minutes or under
• Detailed: 16 - 30+ minutes
• Teaching: Uses information literacy skills
and appropriate technology when possible to
instruct user.
3. Quality Assurance Workgroup
• Joyce Ward, Palm Beach County Library System
(Co-Chair)
• Pat Barbier, St. Petersburg College Library (Co-Chair)
• Laurie Hime, Miami Dade College
• Andy Todd, BCC/UCF Joint Use library in Cocoa
• Amy Adams, Steelman Library, Southeastern University
• Sandra Crosby, Tampa-Hillsborough Public Library
Cooperative–John F. Germany Library
• Eric Dillalogue, Florida Keys Community College Library
• Judi Tidwell, Broward College Library
• Katie Tyler, Winter Park Public Library
4. January 2011 - Brief Exemplary Chat
Catherine Katz, Valencia College
Cathy cannot view this
particular school’s
databases, but this doesn’t
hinder her from helping the
student. Cathy utilizes the
tools at her disposal to guide
the student to the information
she needs. The brief chat also
had a teaching component.
Cathy helped a student
navigate back to the electronic
databases to find articles for
veterinary topics. The student
was grateful for the
“refresher.”
5. January 2011 - Detailed Exemplary Chat
Lora Glass, Niceville
Public Library
Lora G. was able to find
two UTube videos of
Leo Tolstoy for a patron
and was willing to look
for more information to
email as a follow-up.
Good interaction with
the patron!
6. January 2011-Teaching Exemplary Chat
Renee Patterson,
Ask a Librarian Intern
Renee helped a student
navigate through a
multidatabase search.
Suggested keywords and
alternative databases. Good
rapport. Patron was pleased
and said “Renee you’re the
best!”
7. February 2011 - Brief Exemplary Chat
ANDREW BEMAN-CAVALLARO, BARTOW
PUBLIC LIBRARY
Andrew B. assisted a patron who
was beginning a project on
modern slavery as a Human
Rights issue. Andrew directed
the patron to useful reliable
websites. The patron
appreciated the quick helpful
website resources including a
definition of human rights
from a free but quality
encyclopedia of philosophy!
8. February2011 -Detailed Exemplary Chat
ALICIA
ELLISON, HILLSBOROUGH
COMMUNITY COLLEGE
Alicia provided great
customer service and
excellent resources.
Alicia was willing to
follow up with further
information for the
patron on a challenging
research question.
9. February 2011-Teaching Exemplary Chat
LAURA BAAS,
STATE LIBRARY OF FLORIDA
Laura provided excellent
support to a student trying
to navigate online
databases and locate
authoritative websites.
Laura had a lot of patience
and stayed in close contact
with the patron, helping
with the intricate
navigation of scholarly
databases.
10. March 2011 - Brief Exemplary Chat
• PAULA MCCAHON, MARION
COUNTY PUBLIC LIBRARY
GOOD REFERRAL DONE
QUICKLY AND EFFICIENTLY.
11. March2011 - Detailed Exemplary Chat
• CHRIS MCHALE, UNIVERSITY
OF FLORIDA
CUSTOMER STATED “YOU’VE
BEEN AMAZING” AND I
AGREE. GOOD
RAPPORT, GREAT
SEARCHING, AND
WONDERFUL SERVICE!
12. March2011-Teaching Exemplary Chat
ANNE CLEMENT, JACKSONVILLE
PUBLIC LIBRARY
IN ADDITION TO ANSWERING THE
PATRON’S ORIGINAL QUESTION
ABOUT ILL, ANNE SHOWED HER HOW
TO NAVIGATE ACADEMIC ONEFILE
THROUGH THE FEL. GAVE SEVERAL
HELPFUL SUGGESTIONS. PATRON WAS
PLEASED AND REMARKED “ THANK
YOU SO MUCH! I WAS GETTING
WORRIED THERE FOR A LITTLE BIT..
BUT YOU HAVE HELPED A LOT! ”
13. April 2011 - Brief Exemplary Chat
• Laura Baas, State
Library of Florida
Laura answered this
quick and easy and with
professional courtesy. It
was exactly what the
patron needed, and
every brief chat should
be this simple. Thanks
Laura!
14. April 2011 - Detailed Exemplary Chat
Mandy Morris, St.
Petersburg Public
Library
Customer was pleased
when Mandy helped
him find information
about a new program
he heard about.
15. April 2011-Teaching Exemplary Chat
Ashley Johnson,
Pasco County Library
Very smooth instruction on
article searching!
16. May 2011 - Brief Exemplary Chat
Cindy Jones, Santa Rosa
County Public Library
Cindy used her librarian’s
expertise to guide a
patron in finding the link
to have a book placed on
reserve with her library
card. Good interaction
with a patron in
navigating the patron’s
home library website!
17. May 2011 - Detailed Exemplary Chat
Hal Harmon, Sarasota
County Libraries
Hal did a great job
explaining different
funding scholarship and
grant databases and
funding sources to this
patron. Asked great
questions and kept the
conversation flowing
nicely.
18. May 2011-Teaching Exemplary Chat
Marlyn
Pethe, University of
Tampa
Marlyn helped a
student from a different
college from her own
with a better search
strategy on the
scholarly
database, JStor.
Marlyn’s strategy was
successful and the
student was grateful!
19. June 2011 - Brief Exemplary Chat
Diana Matthews, Santa Fe
College
Diana went beyond just
showing a student who
needed time
management
information, and also
showed the student a
calendar in Google to
better stay on track with
time commitments.
20. June 2011 - Detailed Exemplary Chat
Richard Llewellyn, Nova
Southeastern University
Richard worked with a
student to find keywords
that worked to retrieve
articles on a very specific
topic for research. After
working with Richard, the
student said “yea, I’m
seeing good articles…”
Successful patient online
session on research.
21. June 2011-Teaching Exemplary Chat
Kristy Padron, Florida Atlantic
University
Kristy P. did an excellent job of
maintaining a sense of excitement
while showing the patron how to
navigate their school’s database.
She sent the patron the school’s
catalog URL and then proceeded to
walk them through the process of
finding the databases and searching.
Kristy P. succeeded in fostering a
sense of proficiency in the
patron, reflected in their statement
“i think i am ready to go by my self.”
22. July 2011 - Brief Exemplary Chat
Jiame Goldman, Ask a
Librarian Staff (Jiame is
Reference Librarian at
NOVA Southeastern
University)
Jamie found excellent
resources very quickly for
a student who needed to
find members of Congress
and their party
affiliations.
23. July 2011 - Detailed Exemplary Chat
Christine Boatright, Florida
Gateway College
Christine helped a patron
with trying to locate a law
from the Florida
Administrative Code and
gave the patron the link to
the section. When the
patron needed
more, Christine gave the
patron a lead on who to
contact to find out more
about the law.
24. July 2011-Teaching Exemplary Chat
Dora Schilling, Lee County
This chat epitomizes an excellent
teaching interaction online! Dora
shows patience, first making sure
that she was following what the
student needed to understand
about documented essays by
sending useful websites that the
student evaluated and found
helpful. Then Dora moved on to
helping the student find some
suggestions for topics for an
essay, and finally she left the
student on the home databases
doing searches. She completed
the chat by asking the student if
more help was needed and to
return in the future.
25. August 2011 - Brief Exemplary Chat
Tina Peak, Lake Wales
Tina was able to really
connect with a patron
about a new installment
in a DVD series. With
lots of enthusiasm, she
was able to both help
the patron and learn a
little more about an
upcoming release.
26. August 2011 - Detailed Exemplary Chat
Julio Granda, Miami-Dade
Public
Julio chatted at length with
a patron who needed
contact information to
apply for a job with the
Orange County Library
system. Julio gave the
patron encouragement and
tips on having a successful
interview. His patron better
get a job after all the
encouragement!
27. August 2011-Teaching Exemplary Chat
Ingrid Purrenhage, Pasco
Hernando Community
College
Ingrid helped a student
find a video from the
streaming video
databases (FMG) taking
the student through the
steps to access the
needed
segment. Helpful, patient
interaction!
28. September 2011 - Brief Exemplary Chat
James Larson, Palm Beach
County
This was a great readers‘
advisory session for James
Larson. He explored the
patron's interests in fiction
and with his knowledge of
fiction, James was able
to find titles in a specific
genre for the patron. James
L. really connects with the
patron over book
suggestions.
29. September 2011-Detailed Exemplary Chat
Susan Smith, Hodges
University
Susan S. helped a grade
school student with ideas
for a science project by
finding books that the
student could check out
from a local library and
also sending excellent
websites that were age
specific for the 5th
grader.
30. September 2011-Teaching Exemplary Chat
Richard Reilly, Martin County
Library System
Richard helped a student
explore the concept of "cause
to action" finding useful
websites that helped explain
the concept to the student
who was writing a
composition paper. Good
guidance for a student who
was trying to understand a
difficult concept!
31. October 2011 - Brief Exemplary Chat
Brian Walton, Tampa-
Hillsborough Public
Library System
Gave complete and
accurate info, good
rapport; I like the way
he referred the caller to
our own resources. So
many people don’t
know what we have
online!
32. October 2011 - Detailed Exemplary Chat
Adam Larose, Florida
State University
I love the patron
comment that Adam
had been “ridiculously
helpful.” He certainly
was!
33. October 2011-Teaching Exemplary Chat
• Jennifer Gregor, St.
Petersburg College
Jennifer did a great job with
giving very specific
instructions on how to access
information on Youth Gangs
and she kept checking to make
certain her patron was
following along and able to
access the information.
Although sometimes it’s more
expedient to send articles to a
patron, I like it when the
librarian makes the patron log
in and follow along-and is
patient to boot.
34. November 2011 - Brief Exemplary Chat
Brief Exemplary
Chat: Rachael
Neu, Florida Atlantic
University
Great job! Even though
this was a brief
chat, Rachael had
several teaching
moments. Patron was
very pleased.
35. November 2011 - Detailed Exemplary Chat
Detailed Exemplary
Chat: Carlos
Fernandez, Miami Dade
College
Carlos went the extra step of
sending a student
resources when helping
the student find both web
and database primary
resources on a lesser
known history topic. The
student appreciated the
help!
36. November 2011-Teaching Exemplary Chat
Teaching Exemplary Chat: Wendy
Dover, Gulf Coast State
College
Wendy found excellent sources
for a student who wanted
primary and secondary
sources. Wendy responded to
the student’s request for
primary sources from
databases by finding one that
allows limiting by primary
sources. Good interaction with
a patron who had previously
been unsuccessful in using
databases!
37. December 2011 - Brief Exemplary Chat
Laurie B. Sarasota County
Public Library
Laurie B. does a great job of
efficiently problem-solving a
patron’s technical
issue, using know-how from
her own library experiences
to guide the patron through
an ebook process. And even
though the patron is not
ultimately successful, they
really appreciate Laurie B.’s
help and leave the chat
happy.
38. December 2011 - Detailed Exemplary Chat
Kira Smith, Ask a Librarian
Intern
Thirty minutes, multiple
searches, several on-
point resources and a
whole lot of patron
gratitude!
39. December 2011-Teaching Exemplary Chat
Chris M. University of
Florida
Chris M. guides the patron
through the use of an
academic database. He
points the student to a
helpful libguide and
even helps them to
develop keywords for
their search.
