"Know it Now 24x7" vs. "Ask a Librarian"

In order to further fulfill my information need of learning how to use Microsoft Excel 2003, I used The “Ask a Librarian” service from Kent State and Ohio’s online reference service “Know it Now 24x7.”

Ask a Librarian
The “Ask a Librarian” service from Kent State was concise. I asked my question and I simply received a link to a website to help fulfill my information need, there was no other dialogue between myself and the librarian. The website provided several helpful links which were mostly tutorials along with a few articles on how to perform tasks in Microsoft Excel.

A copy of the conversation between myself and Kent State’s “Ask a Librarian” is as follows:

meeboguest932830: I need help finding information on how to use Microsoft Excel 2003. Specifically, I need to learn how to: create calculations in my worksheet, format and change the appearance of data in my worksheets and create charts based on data and use workbook templates. Thanks in advance!
imaksulibrarian: Try this: http://spreadsheets.about.com/od/excel101/a/Excel_beg_guide.htm
meeboguest932830: Thank you very much! This appears as though it will be helpful!

Know it Now 24x7

The “Know it Now” service librarian provided a link to a book about Microsoft Excel and informed me that a copy of the book was currently available. Obviously I have not yet received the book, but it seems as though it will be relevant and useful in my information need.

A copy of the conversation between myself and the “Know it Now 24x7” librarian is as follows:

Workgroup: knowitnowQuestion: I need help finding information on how to use Microsoft Excel 2003 (i.e. creating calculations in my worksheet, formatting/changing the appearance of data in my worksheets and creating charts based on data and using workbook
templates).
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This is the conversation you had with our agent
[2:49:02 PM] Crystal has joined the room
[2:49:02 PM] Joelle has joined the room
[2:49:03 PM] Crystal: I need help finding information on how to use Microsoft Excel 2003 (i.e. creating calculations in my worksheet, formatting/changing the appearance of data in my worksheets and creating charts based on data and using workbook templates).
[2:49:14 PM] Joelle: Hi! Let me take a look and see what's available to you.
[2:49:21 PM] Crystal: Thank you very much!
[2:51:03 PM] Joelle: This would probably cover your topic, but it's being transferred between libraries right now: http://search2.clevnet.org/web2/tramp2.exe/see_record/A194a5vk.001?server=1home&item=4 Did you need something right away?
[2:52:20 PM] Joelle: Oh, wait, you're looking at 2003~
[2:52:28 PM] Joelle: Sorry, let me find the right version for you.
[2:52:43 PM] Crystal: Thank you.
[2:54:05 PM] Joelle: This one should be good: http://search2.clevnet.org/web2/tramp2.exe/see_record/A194a5vk.008?server=1home&item=2&item_source=1home
[2:54:24 PM] Joelle: If that link doesn't work, it's Microsoft Excel 2003: tips, tricks & shortcuts by Mort Kantor.
[2:55:02 PM] Crystal: Okay, thank you very much for you assistance! This was my first time using Know it Now 24x7!
[2:55:17 PM] Joelle: You're welcome! There should be a copy of that book available now, too. :)[2:55:34 PM] Crystal: Okay, great! Have a wonderful day!
[2:55:37 PM] Joelle: You too![2:55:44 PM] Joelle has left the room
[2:55:49 PM] Crystal has left the room

Accessing Information Comparison

It took a few minutes for the librarian on “Ask a Librarian” to respond to my request. This is understandable since the site states that in-person patrons have priority over phone or IM patrons. Also, the IM box I used in “Ask a Librarian” was very small so I could imagine that it would be difficult for some users to view the conversation in such a small space. Another disadvantage to Kent State’s service is that it is only available whenever the Main Library Reference Desk is open. However, one advantage to the service is that it allows users to add the librarian screen name to their instant message buddy or contact list which is very convenient and technologically advanced.

Overall, I preferred the “Know it Now 24x7” service over the “Ask a Librarian” service because it is much more user-friendly. The Know it Now service provided my position in the queue as well as an estimated wait time for my request which I thought was very courteous. The librarian for this service was much more talkative and friendly and I received a response within seconds using the Know it Now service. Also, the chat box was much larger in Know it Now making it easier to view the entire chat as well as links which the librarian provided to me. What I liked most about Know it Now is that the service provided the option for me to provide my e-mail address at the start of my request. I was then sent an e-mail copy of the conversation which also included all links to the resources which were provided in the chat. Librarians in Know it Now are also available twenty-four hours a day, seven days a week (excluding holidays).

Although I preferred one service over the other, I still think both of the services previously discussed are very beneficial. Both services allow patrons who are not able to physically go to the library due to health restrictions or limitations to still use the library service for their information needs. When compared to accessing the information on my own, I would have to admit it was much easier to have a librarian do the work for me! However, the librarians in “Ask a Librarian” and “Know it Now 24x7” are not able to provide some of the same services I was able to receive through my own information search. For example, I would not have been able to receive one-on-one help from the librarians like I did when my sister showed me how to use Microsoft Excel. I think the two services above would be best used when searching for information on a specific question or topic but a search performed by an individual is best if it is a “how to” need.

In conclusion, this was the first time I used both “Ask a Librarian” and “Know it Now 24x7.” I have already bragged to several others about how helpful both services are and plan on using these services on a regular basis in the future!

LIS 60001 Summer II- Information Awareness Report

Information Awareness Report

The following is an information awareness report describing an information need I recently had.

My information need is knowledge of how to use Microsoft Excel. In May of 2009 I graduated from college and obtained a Bachelors degree. Once I obtained this degree I should have been given the opportunity to advance and become a library assistant, computer emphasis (computer aide) at the library system where I work. However, a hiring freeze was in effect so I was not able to advance to the next position. A few weeks ago the hiring freeze finally ended so I was able to apply for the position. Unfortunately, when scheduled for my interview I was told I will be given a test on both Microsoft Word and Microsoft Excel, which had not been part of the hiring process in the past. I am confident in my ability to use Microsoft Word; however I am not as familiar with Microsoft Excel.

When I first realized my information need I decided to consult by boyfriend because he is currently a computer-aide for the Cleveland Public Library. I also checked out a book from the library to assist me. The title of the book was “Microsoft Office 2003 for Dummies” by Peter Weverka. I checked out the 2003 edition because this is the version of Microsoft Office we use at the library. Next, I searched online to see if there were any online tutorials to assist me. Lastly, I asked my sister to assist me because she is quite familiar with Microsoft Excel since she uses it daily at work as an accountant for American Greetings.

When I consulted my boyfriend I asked him exactly how much I should know about Excel. He said when he interviewed for the position he was not tested on Microsoft Excel so he was unsure of what exactly I'll need to know. I asked him to show me how to use the program. He showed me the basics but said he too is not completely familiar with the program since he does not use it regularly. This is when I turned to the book for help. When viewing the book, I turned to the table of contents to see which chapter pertained to Microsoft Excel. After reading this chapter, I still did not feel confident in my knowledge of Excel so I decided to go online and search for tips on using Excel. I chose to use Google as my search engine. The term I searched was “Microsoft Excel 2003 tutorial.” This subject term yielded 448,000 results. Luckily I received relevant search results on the first page and did not have to search through pages and pages of results. The titles of the websites and URLs which I searched were the following:

1. GCF Learn Free: http://www.gcflearnfree.org/computer/lesson.aspx?id=884&p=2
-This site was useful because it separated the tutorials into different categories such as “Excel Basics, Worksheet Layout and Management, Charting, Printing and Page Setup,” etc. This site also provided videos to view that showed step-by-step instructions for performing different tasks in Excel.

2. Rutgers Writing Program: http://getit.rutgers.edu/tutorials/excel/media/excel.pdf
-This link to a PDF file was helpful because it used simple terms to break down the steps to take to perform different tasks in Excel.

3. You Tube Excel 2003: http://www.youtube.com/watch?v=EOpi-5AjaLY
-You Tube was by far the most helpful site because it provided videos on how to perform all of the tasks covered in Microsoft Excel.

Although I was feeling more and more confident about using Excel, I figured the best way to learn about using a program like Excel was through first-hand experience. Although I read and viewed tutorials on how to perform these tasks I asked my sister to review with me how to do the following:

-Create calculations in my worksheet
-Format and change the appearance of data and my worksheets
-Create charts based on data and use workbook templates

I asked my sister to show me how to do the above because these are the topics which are taught in computer classes for Excel at my library system. Asking my sister to review how to perform these tasks with me was most beneficial because she was able to show me shortcuts she uses within the program.

Obviously I did not stop my information search until I was satisfied with my results because this is information I need to know for my interview next week in order to be awarded the position I have been waiting for. I felt the need to continue my search after asking my boyfriend for assistance since he admitted he was not too familiar with Microsoft Excel. I then continued my search by reading a book and viewing tutorials online. I still felt although my information need was not quite met so I asked my sister to sit down and review how to perform specific tasks with me in Microsoft Excel. The information I received was valid. I know this because when I tested what I learned in Microsoft Excel, my techniques worked. Although it took a few minutes for me to recall how to do more advanced tasks, I was eventually able to recall how to perform the tasks. Therefore, I believe my information need was met.

Through this exercise I have learned that different “information gaps” can best be filled using different methods depending on the topic and the person seeking the information. If my information gap involved one specific answer I may have simply been able to read an article in print or online to get my result. However, my information need was a “how to” need. In my case, it was easier to learn through hands-on experience. Hands-on experience allowed me to ask questions and receive immediate feedback from my sister. She was also able to show me quick tips which I did not learn from the other sources. However, I do realize others may be able to learn about a topic like operating Microsoft Excel just by reading information on how to do so. What is important is that I used several methods for searching for ways to fill my information need until my need was met. In the future I plan on treating patrons based on their individual needs and preferences and therefore using whatever methods necessary for fulfilling their information needs.

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