MEDLIB-L Archives

May 2001, Week 2


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Cathy Wolfson <[log in to unmask]>
Reply To:
Cathy Wolfson <[log in to unmask]>
Fri, 11 May 2001 16:42:21 -0700
TEXT/PLAIN (41 lines)
> "Jordan, Cathryn M" wrote:
> > I found the following in the May 2001 issue of T+D (Training and
> > Development) p. 30 - A new survey from Roper Starch Worldwide
> > finds that it takes an average of 12 minutes for Web users to become
> > noticeably frustrated when they can't find what they're looking for
> > online ; 7 percent of respondents hit the roof after only 3 minutes
> > of searching.

On Fri, 11 May 2001, Steven S. Krompf wrote:

> Ah, so this explains why customers are making angry sounds and jumping
> up and down in their seats before they decide to come over and ask me
> to do the search for them.

We maintain an electronic reference service here, and take turns answering
it.  April was my turn.  I got a stats question (I HATE those!) from a
patron.  He had typed it from one of our public stations.  He had spent
HOURS searching.  (I didn't read it until the next day.)

I replied with a few leads and suggested that he come back to the library
so I could show him some more sources.  It had never occurred to him to
check with us in person.  I'm not sure what time he was here originally.
We're open 24/7 so it could very well have been when none of us were here,
because we don't staff our ref desk 24/7.

Anyway, he was delighted to have the personal help and I think he'll be

We just need to be more proactive in advertising that we can help people
find their info.


Catherine L. Wolfson                        Health Sciences Library
Information Services Librarian              University of Arizona
[log in to unmask]                   1501 N. Campbell Ave.
Tel:  520-626-2927                          P.O. Box 245079
Fax:  520-626-2922                          Tucson, AZ  85724-5079