I've been following the "rude student" discussion with great interest
also. Just a few weeks ago, a few of our Maryland local project
supervisors and I independently started to speculate that the overall tone
of the sessions with our younger customers was taking a downward turn. I
was really amazed to see Justine Shaffner in Colorado post about the same
concern. We're already following some of the strategies mentioned, but
hope to develop some more at our statewide meeting next week.

Earlier this week, I saw this session transcript (stripped & copied below)
and wanted to share it with someone. From the start, it exemplifies much
of what's been discussed on the list - but instead takes an incredibly
positive turn! I think this is due in large part to the skill and teen
savvy displayed by the librarian. It starts with the student calling the
librarian "yo... dawg" but concludes with both confiding their own real
names to each other. Truly amazing.

Granted, some of the sessions we are calling rude are so rude from the
start that no recovery is possible. However, I think there is something
we can learn from this one. What this is yet, I'm not sure. Your ideas
are welcome.

(By the way: In the session, I had to remove the name of a Hollywood actor
that appeared as part of the name the student used, and in the session
text as her second of two questions. I hope this doesn't make it overly
confusing to read.)

Joe Thompson
Maryland AskUsNow!


-------------------------------------------------------------------------

SESSION TRANSCRIPT:


[FamousActor]LoverGurlForever!: how can i get a library card?

A Librarian will be with you in about a minute.

[FamousActor]LoverGurlForever!: Yo

[FamousActor]LoverGurlForever!: are you there dawg?

[FamousActor]LoverGurlForever!: I wanna talk to you

[Librarian - A Librarian has joined the session.]

[FamousActor]LoverGurlForever!: Yo

Librarian: [FamousActor]LoverGurlForever!: , welcome to [Service] I'm
looking at your question right now; it will be just a moment.

[FamousActor]LoverGurlForever!: I need help darling

[FamousActor]LoverGurlForever!: K dawg

[FamousActor]LoverGurlForever!: are you a person?

Librarian: Hello, Miss Forever, if I understand your question, you'd
like to know how to get a library card. Is that correct?

Librarian: I believe I'm a person. Are you?

Librarian: :)

Librarian: Do you have a question?

Librarian: Or is your question about the library card?

[FamousActor]LoverGurlForever!: Yes

[FamousActor]LoverGurlForever!: that is correct

[FamousActor]LoverGurlForever!: Librarian: Hello, Miss Forever, if
I understand your question, you'd like to know how to get a library card.
Is that correct?

Librarian: Ok.

[FamousActor]LoverGurlForever!: and know how to find out if
[Famous Actor] has a band and if so how can I get their cd

Librarian: One moment and I'm going to check your library's homepage.
I'm from a library in [west coast] state.

Librarian: I'm going to answer your first question first, k?

[FamousActor]LoverGurlForever!: and know how to find out if
[Famous Actor] has a band and if so how can I get their cd that one is
also wanting to be answerd

Librarian: Btw, I like [Famous Actor] too.

[FamousActor]LoverGurlForever!: Ok

[FamousActor]LoverGurlForever!: lol cool

Librarian: K. I see you're from a [east coast state] library, but my
link to the Internet is acting up.

Librarian: Could you please tell me what's the name of the library
closest to you? Or do you know? Not to worry if you don't know. Lots of
people don't know the nearest library!

[FamousActor]LoverGurlForever!: couldn't i just go to the library
and fill out some form?

[FamousActor]LoverGurlForever!: It is the [town] one

Librarian: Yes, but you may be able to do it over the Internet.

Librarian: Also, if you're under 18, you may need a parents
signature.

[FamousActor]LoverGurlForever!: ok

[FamousActor]LoverGurlForever!: so driving there will be easier

[FamousActor]LoverGurlForever!: thanks

Librarian: One moment, and I'm going to check the info I have on your
library system. Thanks.

[FamousActor]LoverGurlForever!: and what about the cd thin

[FamousActor]LoverGurlForever!: k

Librarian: You're in [---] County Public Library

Librarian: Great, I think I can take you to the homepage there.

[FamousActor]LoverGurlForever!: yep

Librarian: [Item sent - [---] County Public Library]

Librarian: Hi, do you see your library system's homepage?

[FamousActor]LoverGurlForever!: yes

Librarian: Good.

Librarian: or kewl!

[FamousActor]LoverGurlForever!: lol

Librarian: [Item sent - [Library] Frequently Asked Questions]

[FamousActor]LoverGurlForever!: [Item sent - [Library] Frequently
Asked Questions]

Librarian: lol.

Librarian: You're doing my job!

[FamousActor]LoverGurlForever!: lol

Librarian: Thanks.

[FamousActor]LoverGurlForever!: k that's everything I need to know
their

[FamousActor]LoverGurlForever!: lol

Librarian: Looks as if you'll have to go to your local library. It
says you can't apply for your card online.

[FamousActor]LoverGurlForever!: what about the cd thingy

Librarian: ok.

Librarian: so, now the quesiton is about whether or not [Famous
Actor] has a band, right?

Librarian: And if he does, does he have a CD, and where do you get
it?

Librarian: Did I get all of that right?

[FamousActor]LoverGurlForever!: ys and if so do they have a cd

[FamousActor]LoverGurlForever!: and where can I get it

Librarian: K. I'm going to do a google search for the band
information first and we should be able to get the name of the CD at the
same time. We can also try Amazon for the name of a CD.

Librarian: [Item sent - Google]

[FamousActor]LoverGurlForever!: K

Librarian: [Item sent - Google Search: "[Famous Actor]"]

[FamousActor]LoverGurlForever!: I got it

Librarian: [Item sent - Google Search: "[Famous Actor]" band]

Librarian: [Item sent - [Famous Actor website]

Librarian: Don't you love pop-ups?

[FamousActor]LoverGurlForever!: lol yep

Librarian: [Item sent - Google Search: "[Famous Actor]"]

[FamousActor]LoverGurlForever!: more pop ups

Librarian: [Item sent - A Fan's Page for [Famous Actor] - Home]

Librarian: He's probably in an online database called Biography
Resource Center. We could see if your library has that. However, for what
you want, it's probably just as easy to look online.

Librarian: Look in the upper left-hand corner. Great pic of him too!

[FamousActor]LoverGurlForever!: either way that we can doit here
can work

Librarian: [Item sent - FreeFind Site Search Results]

[FamousActor]LoverGurlForever!: yep

Librarian: [Item sent - http://images....]

Librarian: I still don't see the name of the band.

[FamousActor]LoverGurlForever!: I only see google now

Librarian: [Item sent - FreeFind Site Search Results]

Librarian: [Item sent - A Fan's Page for [Famous Actor]… ]

[FamousActor]LoverGurlForever!: what is the web address for that I
can open it up in another window

Librarian: http://[...]

Librarian: Except we still don't have it. I'll go to Amazon now.

Librarian: [Item sent - Amazon.com: Welcome]

Librarian: [Item sent - Amazon.com: Music Search Results: [famous
actor]]

Librarian: [Item sent - Amazon.com: Music: [Movie1] (Original Motion
Picture Soundtrack) [SOUNDTRACK]]

Librarian: [Item sent - Amazon.com: Music Search Results: [famous
actor]]

Librarian: [Item sent - Amazon.com: Music Search Results: [Famous
Actor]]

Librarian: [Item sent - Amazon.com: Music: [Movie2] (Original Motion
Picture Soundtrack) [IMPORT]]

[FamousActor]LoverGurlForever!: http://[...]

Librarian: I see a soundtrack for [Movie1] and for [Movie2].

Librarian: [Item sent - Amazon.com: Music Search Results: [Famous
Actor]]

Librarian: [Item sent - Google]

[FamousActor]LoverGurlForever!: I see pictures

Librarian: [Item sent - Google Search: band [famous actor]]

Librarian: [Item sent - http[...]]

Librarian: Do you see on this page that he was in a band called [band
name1]

[FamousActor]LoverGurlForever!: Yeah

Librarian: Now it seems he's in a band called "[band name2]"

[FamousActor]LoverGurlForever!: Lol

Librarian: Do you have this page URL?

Librarian: http://www[...]

Librarian: shall we go to Amazon to see if there is anything under
"[band name2]"?

Librarian: [Item sent - Amazon.com: Welcome]

Librarian: [Item sent - Amazon.com: Music Search Results: [band
name2]]

[FamousActor]LoverGurlForever!: k

Librarian: Amazon is a big disappointment today. Nothing. Let's try
something else.

Librarian: One moment please.

[FamousActor]LoverGurlForever!: ok

Librarian: Back again. I checked Biography Resource Center. It lists
his film credits and some writing credits, but nothing for music. I may
have to refer this onto another Librarian: who will be able to get back
to you about this. I can try one more thing, though, and that is we can
search one of the websites devoted to music. Shall we do that?

Librarian: If we don't find it, I"ll refer it on. You did give your
email address, right?

Librarian: [Item sent - Amazon.com: Welcome]

[FamousActor]LoverGurlForever!: nope

[FamousActor]LoverGurlForever!: It is [e-mail address]

[FamousActor]LoverGurlForever!: And my REAL name is [*Julia]

[FamousActor]LoverGurlForever!: Librarian: Back again. I checked
Biography Resource Center. It lists his film credits and some writing
credits, but nothing for music. I may have to refer this onto another
Librarian who will be able to get back to you about this. I can try one
more thing, though, and that is we can search one of the websites devoted
to music. Shall we do that? yes we shall :)

Librarian: Hi [Julia]! I'm [*Penny]. Ok, I can't find anything
immediately, so I'm going to refer this onto another Librarian: . Someone
will get back to you in the next several days.

Librarian: I'm sorry I didn't have beter luck.

Librarian: better luck!

Librarian: I hope that at least two of your questions were answered.

Librarian: Bye, [Julia].

[Librarian - user has closed this session]

[FamousActor]LoverGurlForever!: Good bye


* Not Julia
* Not Penny

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