Secret Shopper Project Scenarios

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1 Georgia State University From the SelectedWorks of Jennifer L. Jones 2011 Secret Shopper Project Scenarios Jennifer Link Jones Available at:

2 1. In-Person Interaction Circulation Desk (Library North 1) Initial question: Where are the newspapers? Real question, the details of which you can reveal as the employee requests more information: I need some primary source materials from December 7, 1941, the bombing of Pearl Harbor. I need accounts of what happened. Wouldn t some of this information be in newspapers? refers you to another employee or tells you the newspapers are over there and points, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. The employee should ask questions like (these are just examples): We have a lot of newspapers. Are you looking for a particular newspaper? Do you need current newspapers or old newspapers? Tell me about your assignment. Are you looking for a specific article? Are you looking for a newspaper from a specific date? Some appropriate resources to use are: New York Times Historical (database) Atlanta Constitution Historical (database) The catalog (GIL) to find diaries or other first-hand accounts 1

3 2. In-Person Interaction Circulation Desk (Library North 1) Initial question: Where are the children s books? Real question, the details of which you can reveal as the employee requests more information: I need some children s books on gardening and farming. I need picture books and non-fiction books. refers you to another employee or tells you the children s books are over there and points, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. The employee should ask questions like (these are just examples): Are you looking for a specific children s book? Do you know the title of the book you need? Tell me about your assignment. The employee should use the catalog (GIL) to find books in the children s collections. There are lots of appropriate titles. A few examples are: My Garden/Kevin Henkes Sweet Potato Pie/Kathleen D. Lindsey Wake up, Big Barn!/Suzanne Tanner Chitwood Haystack/Bonnie and Arthur Geisert In My Garden: A Child s Gardening Book/Helen & Kellen Oechsli 2

4 3. In-Person Interaction Circulation Desk (Library North 1) Initial question: Where are the textbooks? Real question, the details of which you can reveal as the employee requests more information: My Chemistry 2400 TA (teaching assistant) said that he put a copy of our textbook on reserve in the library. I don t know what the title is. refers you to another employee, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. The employee should ask questions like (these are just examples): Are you looking for a specific textbook? What is the title of your textbook? What class it is for? Some instructors put textbooks on reserve. Do you think your textbook on reserve? The textbook for Chemistry 2400 is on reserve, and the employee should be able to locate it in the ERes system or the GIL Catalog. The title is Organic Chemistry, 7 th edition, call number QD251.2 M

5 4. In-Person Interaction Research Support Desk (Library North 2) Initial question: I m writing a research paper, and I need some information about F. Scott Fitzgerald. Real question, the details of which you can reveal as the employee requests more information: I need books and scholarly (or peer-reviewed) articles about Babylon Revisited. I think I m going to write about parental love. It s for my English 1102 class. refers you to another employee, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. Some appropriate resources to use are: Academic Search Complete (database) Research Library (database) MLA International Bibliography (database) JSTOR (database) The employee should search the catalog (GIL) to find books of criticism. There are many appropriate books; a few titles are: Cambridge Introduction to F. Scott Fitzgerald F. Scott Fitzgerald, A Collection of Critical Essays Fitzgerald s Craft of Short Fiction: The Collected Stories, Student Companion to F. Scott Fitzgerald 4

6 5. In-Person Interaction Research Support Desk (Library North 2) Initial question: I m writing a paper, and I need some information about Toni Morrison. Can you help me find some articles? Real question, the details of which you can reveal as the employee requests more information: I need books and scholarly (or peer-reviewed) articles on the theme of color in The Bluest Eye. It s for a paper for my English 1102 class. refers you to another employee, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. Some appropriate resources to use are: Academic Search Complete (database) Research Library (database) MLA International Bibliography (database) JSTOR (database) The employee should search the catalog (GIL) to find books of criticism. There are many appropriate books; a few titles are: Cambridge Companion to Toni Morrison Circles of Sorrow, Lines of Struggle Critical Essays on Toni Morrison 5

7 6. In-Person Interaction Research Support Desk (Library North 2) Initial question: Maybe you can help me. I need information on tuition for Georgia colleges and universities. Real question, the details of which you can reveal as the employee requests more information: I m giving a speech on tuition increases in public Georgia colleges and universities over the past 3 years or so. I need at least 3 sources, and they can be anything books, articles, and websites, but they all have to be reliable. If I have to narrow it down, I would choose Georgia State, Georgia Tech, and UGA. refers you to another employee, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. There are a variety of sources the employee might suggest. Some appropriate sources include: IPEDS, a free public website with college and university statistics, is particularly good for this question. The CollegeNavigator section of the site has tuition information back to the academic year. Each university s respective website should have current tuition information. LexisNexis (database) for newspaper articles The University System of Georgia website has a little information, 6

8 7. In-Person Interaction Special Collections Reading Room (Library South 8) Initial question: Where are your photograph collections? Real question, the details of which you can reveal as the employee requests more information: I m looking for a picture of Flannery O Connor s mother with one of Flannery s peacocks that my professor told me you had. I m giving a presentation about Flannery O Connor and wanted to include it. It s for my Honors Thesis Research Prep Class (Dr. Scott). This photo is available online through the library s Digital Collections, The title is Mrs. Edward F. O'Connor, mother of author Flannery O'Connor of Milledgeville, presents one of her late daughter's peacocks to Stone Mountain Park, Stone Mountain, Georgia, January

9 8. In-Person Interaction Special Collections Reading Room (Library South 8) Initial question: Where are the newspapers? Real question, the details of which you can reveal as the employee requests more information: I need some primary source materials from December 7, 1941, the bombing of Pearl Harbor. I need accounts of what happened. Wouldn t some of this information be in newspapers? refers you to another employee or library department, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. The employee should ask questions like (these are just examples): We have a lot of newspapers. Are you looking for a particular newspaper? Do you need current issues or old issues? Tell me about your assignment. Are you looking for a specific article? Are you looking for a newspaper from a specific date? Some appropriate resources to use are: New York Times Historical (database) Atlanta Constitution Historical (database) The catalog (GIL) to find diaries or other first-hand accounts 8

10 9. In-Person Interaction Special Collections Reading Room (Library South 8) Initial question: Can you tell me how to find your music collections? Real question, the details of which you can reveal as the employee requests more information: I m writing a paper about musicians from Georgia and planning to highlight different musicians and groups, like maybe Little Richard and REM. The research desk on the 2 nd floor told me you had information on Georgia musicians. This is for Music Appreciation refers you to another employee or library department, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. Special Collections and Archives has an extensive collection devoted to Johnny Mercer, a prolific Oscarand Grammy-winning lyricist and composer from Savannah. Special Collections also has information about country music artists from Atlanta. Starting place: 9

11 10. Phone Call Circulation Desk, Initial question: Where in the library are the textbooks? Real question, the details of which you can reveal as the employee requests more information: I m on my way to campus and just realized I forgot my History 2110 textbook. I need it to study for my final. The class is History 2110, and my instructor is Conner. I don t know what the title is. transfers you to another employee or library department, the transaction is over. You do not need to continue. Please note the transfer on your evaluation form. The employee should ask questions like (these are just examples): Are you looking for a specific textbook? What is the title of your textbook? What class it is for? Some instructors put textbooks on reserve. Do you think your textbook on reserve? The textbook is on reserve, and the employee should be able to locate it in the ERes system or the GIL Catalog. The title is American Promise: A Compact History, call number PC-Conner-03. The location is the Circulation Desk on the 1 st floor of Library North. 10

12 11. Phone Call Circulation Desk, Initial question: I m in the library and kind of lost. Can you tell me where call number E909.O24 W55 is? Additional details you can reveal as the employee requests more information: I didn t write down the title. The book is about Michelle Obama. transfers you to another employee or library department, the transaction is over. You do not need to continue. Please note the transfer on your evaluation form. This book, Michelle Obama: The First Lady in Photographs, is at the Law Library, not the University Library. The employee should look up the call number in the catalog for you to verify it, and then explain the location information to you. Georgia State students CAN check out books from the College of Law Library, but ideally, the employee should ask whether you want assistance finding other books in the University Library about Michelle Obama. If the employee tells you that E call numbers are on the 5 th floor of Library North, that is insufficient information, because the University Library does not own a copy. 11

13 12. Phone Call Circulation Desk, Initial question: I m looking for the microfilm. Can you tell me where it is? I m in the library right now on the 4 th floor. Real question, the details of which you can reveal as the employee requests more information: I need to look at the newspaper Commercial Appeal for some dates in I looked in the catalog and it says News Micr. transfers you to another employee or library department, the transaction is over. You do not need to continue. Please note the transfer on your evaluation form is on microfilm at call number AN2. T2 M43. This microfilm is on the 1 st floor of Library North, but not all microfilm is on the 1 st floor. The employee should ask you more about what you need, locate the item in the catalog, and verify its location. If the employee tells you that microfilm is on the 1 st floor of Library North, that is insufficient information. 12

14 13. Phone Call Research Support Desk, Initial question: I m in the library and kind of lost. Can you tell me where call number E909.O24 W55 is? Additional details you can reveal as the employee requests more information: I didn t write down the title. The book is about Michelle Obama. transfers you to another employee or library department, the transaction is over. You do not need to continue. Please note the transfer on your evaluation form. This book, Michelle Obama: The First Lady in Photographs, is at the Law Library, not the University Library. The employee should look up the call number in the catalog to verify it, and then explain the location information to you. Georgia State students CAN check out books from the College of Law Library, but ideally, the employee should ask whether you want assistance finding other books in the University Library about Michelle Obama. If the employee tells you that E call numbers are on the 5 th floor of Library North, that is insufficient information, because the University Library does not own a copy. 13

15 14. Phone Call Research Support Desk, Initial question: I m looking for the microfilm. Can you tell me where it is? I m in the library right now on the 4 th floor. Real question, the details of which you can reveal as the employee requests more information: I need to look at the newspaper Commercial Appeal for some dates in I looked in the catalog and it says News Micr. transfers you to another employee or library department, the transaction is over. You do not need to continue. Please note the transfer on your evaluation form is on microfilm at call number AN2. T2 M43. This microfilm is on the 1 st floor of Library North, but not all microfilm is on the 1 st floor. The employee should ask you more about what you need, locate the item in the catalog, and verify its location. If the employee tells you that microfilm is on the 1 st floor of Library North, that is insufficient information. 14

16 15. Phone Call Research Support Desk, Initial question: I m taking an early childhood education class, and somebody in my class told me you have children s books. Is this true? Real question, the details of which you can reveal as the employee requests more information: I need some children s books on gardening and farming to support a thematic unit I m creating. I need picture books and non-fiction books. transfers you to another employee or library department, the transaction is over. You do not need to continue. Please note the transfer on your evaluation form. The employee should ask questions like (these are just examples): Yes, we do have children s books on the 1 st floor of Library North. Are you looking for a specific children s book? Do you know the title of the book you need? Tell me about your assignment. The employee should use the catalog (GIL) to find books in the children s collections. There are lots of appropriate titles. A few examples are: My Garden/Kevin Henkes Sweet Potato Pie/Kathleen D. Lindsey Wake up, Big Barn!/Suzanne Tanner Chitwood Haystack/Bonnie and Arthur Geisert In My Garden: A Child s Gardening Book/Helen & Kellen Oechsli 15

17 16. Phone Call Special Collections Reading Room, Initial question: Can you tell me how to get to your online photographs? Real question, the details of which you can reveal as the employee requests more information: I m writing a paper on team sports at GSU, and I want to include some pictures. transfers you to another employee or library department, the transaction is over. You do not need to continue. Please note the transfer on your evaluation form. Photos of GSU sports teams and games are available online through the library s Digital Collections, Photos of basketball, tennis, and cross country are available (and maybe others). 16

18 17. Phone Call Special Collections Reading Room, Initial question: I m in the library and kind of lost. Can you tell me where call number E909.O24 W55 is? Additional details you can reveal as the employee requests more information: I didn t write down the title. The book is about Michelle Obama. transfers you to another employee or library department, the transaction is over. You do not need to continue. Please note the transfer on your evaluation form. This book, Michelle Obama: The First Lady in Photographs, is at the Law Library, not the University Library. The employee should look up the call number in the catalog for you to verify it, and then explain the location information to you. Georgia State students CAN check out books from the College of Law Library, but ideally, the employee should ask whether you want assistance finding other books in the University Library about Michelle Obama. If the employee tells you that E call numbers are on the 5 th floor of Library North, that is insufficient information, because the University Library does not own a copy. 17

19 18. Phone Call Special Collections Reading Room, Initial question: I m looking on your site for information about your music collections. Where can I find information about musicians? Real question, the details of which you can reveal as the employee requests more information: I m writing a paper about musicians from Georgia and planning to highlight different musicians and groups, like maybe Little Richard and REM. I called another library number, and they told me you had information on Georgia musicians. This is for Music Appreciation transfers you to another employee or library department, the transaction is over. You do not need to continue. Please note the transfer on your evaluation form. Special Collections and Archives has an extensive collection devoted to Johnny Mercer, a prolific Oscarand Grammy-winning lyricist and composer from Savannah. Special Collections also has information about country music artists from Atlanta. Starting place: 18

20 19. Initial question: I need some information on Things Fall Apart by Achebe for a paper I m writing. Can you help? Real question, the details of which you can reveal as the employee requests more information: I need books and scholarly (or peer-reviewed) articles on Things Fall Apart. This is for an English 1102 paper. I m not really sure what I m going to write about yet. I m hoping to get some ideas from the articles. refers you to another employee or library department, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. Some appropriate resources to use are: Academic Search Complete (database) Research Library (database) MLA International Bibliography (database) JSTOR (database) The employee should search the catalog (GIL) or suggest you search the catalog to find books of criticism. Some example titles include: Emerging Perspectives on Chinua Achebe Fiction of Chinua Achebe Understanding Thinks Fall Apart: Selected Essays and Criticism 19

21 20. Initial question: I need some information on social media and privacy. Can you help me find some sources? Real question, the details of which you can reveal as the employee requests more information: I m giving a speech on social media and privacy specifically, teenagers and how they feel about privacy and social networks. I need at least 4 sources. I can use books and articles from newspapers and magazines as sources. refers you to another employee or library department, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. Some appropriate sources the employee should suggest are: Academic Search Complete (database) Research Library (database) CQ Researcher (database) LexisNexis (database) The catalog (GIL) to look for books 20

22 21. Initial question: I m researching gay marriage for a paper. Can you help me find some sources? Real question, the details of which you can reveal as the employee requests more information: I m writing a paper on the impact of gay marriage on the health insurance system in the U.S. I can use books and articles anything but regular websites. refers you to another employee or library department, the transaction is over. You do not need to continue. Please note the referral on your evaluation form. Some appropriate sources the employee should suggest are: Academic Search Complete (database) Research Library (database) LexisNexis (database) EconLit (database) The catalog (GIL) to look for books 21

MUSI 210 Music Appreciation Dr. Phoenix-Neal. Finding Music Related Resources in Chesnutt Library: Books, Articles and Websites

MUSI 210 Music Appreciation Dr. Phoenix-Neal Finding Music Related Resources in Chesnutt Library: Books, Articles and Websites Mrs. Council 672-1520 Reference Desk 672-1233 2010 MUSI 210 Music Appreciation