While perusing through posts on Facebook checking insight stats etc. I found myself spot in the middle of a fantastic reference opportunity. Conversation went as follows:
Patron (name not given for lack of permission): I wish you guys would have more audio books!!! I loved listening to the help while I cooked dinner and cleaned house!! Audio books are such a joy!
SCCL (me at the time): Have you checked out the OverDrive service or OneClick Digital? You can check out audiobooks there. http://www.sccl.org/browse/ebooks-and-econtent/eaudiobooks /Whitni
Patron: Yeah. That’s where I get the audio books from. I really really wish they would order Gone with the wind!!!
SCCL: Tessie Garcia the Saratoga Library & Woodland Library have audiobook copies available for checkout for Gone with the Wind.http://sccl.bibliocommons.com/… You can place a hold and pickup it at your home library. /Whitni
Patron: Thank you!!! I’m going to go order them right now!! Thank you thank you thank you!!!
SCCL: You are most welcome. I hope you enjoy the book! Come back and let us know how it was. Make sure you get both parts, there is a part one and part two. /Whitni
Patron: I most certainly will!!! How do I submit an application for a book order request? Gone with the wind has a sequel called Scarlet. I would love for Santa Clara County Library to carry it! It would be greatly enjoyed by those who love Gone with the wind as I do!
SCCL: [patron] you can suggest a purchase here: http://www.sccl.org/node/95944/Whitni
Through this conversation we went from complaint > resolved complaint > advertising of services > hearing the patron > helping the patron find what they need/want > use of services by patron.
This conversation had so many elements to it, I would soundly say it was the “perfect” librarian conversation. Best part, it is public. Others will see the Q & A interaction (positive feedback) and learn from it and I didn’t have to repeat it 20 times to reach them.
Facebook served a great purpose and allowed for this interaction to take place.