How Can Another Library Answer My Patron’s Question? An AskMN True Story

As the coordinator for AskMN: The Librarian Is In!, I am often asked how libraries are able to answer questions from other libraries’ patrons. Once in a while, I even see patrons asking the same question when their chat question is picked up and the librarian identifies themselves as being from another library or state. Just yesterday a patron asked a question via the ELM website wondering what would be a good database for finding information about theater history. The librarian that picked up the patron’s question was from the state of Maryland. The patron typed back, “If you are not from Minnesota, you may not be able to help me.” What the patron did not know was that the librarian had all the information in front of them needed to answer their question. How we are able to answer other library patron’s questions in AskMN is through the use of “policy pages.” AskMN is part of the 24/7 Reference Cooperative through QuestionPoint. Built into QuestionPoint’s database is the template policy page. Libraries use this template to create a page that will assist the chatting librarian as if they were part of that library. There is information about services, policies, branch locations and hours, the different ways to obtain a library card, late fees, ebooks and more. Policy pages set up by participating libraries can get fairly detailed. Out-of-state librarians who staff the 24/7 Reference Cooperative can access the statewide ELM databases on behalf of Minnesota patrons, using the AskMN statewide portal policy page that we’ve set up. It’s also really helpful when libraries phrase the information as if they were talking directly to the patron. That saves the librarian’s time and grants the ability to copy/paste the needed piece of information quickly to the patron. Sometimes the information needed to assist a patron isn’t available on the policy page. When there are instances where we are not able to answer a patron’s question, we can tag the chat session for follow up by the patron’s library. They will get an email notification of the needed follow up so they can respond in a timely manner. QuestionPoint typically hosts a “Policy Page Day” once every six months to remind libraries to review the information on their policy page and make any needed updates.