A Slice of Full Disclosure

Back by popular demand is “A Slice of Full Disclosure”, a segment of LLAM’s Spring 2012 Conference, “Full Disclosure:  Librarians Sharing Best Practices”.  You asked for it, you got it!  Last Spring, LLAM’s conference highlighted best practices of librarians.  Now, five of the many compelling sessions return to the stage on Tuesday, October 16 to offer a second dose.

An additional bonus is a special appearance by AALL’s President, Jean Wenger. Don’t miss out!

“A Slice of Full Disclosure”
Tuesday, October 16 from 12:00 – 2:00 pm
Marshall Law Library at the University of Maryland School of Law
500 W. Baltimore Street, Baltimore, MD 21201-1786
Level 4 Classroom, Room number 4403

 Featuring, LLAM’s Immediate Past-President, Sara Witman, Gordon Feinblatt, LLC, “Free Online Tools for Legal Research” – Learn about the free online tools that Sara uses regularly (sometimes unconventionally!) to make her look like she knows something about researching the law, individuals, and companies.

Michael Shochet ,University of Baltimore, Langsdale Library, “PowerPoint Doesn’t Have to Suck”-  By applying some basic principles of graphic design to slideware (such as PowerPoint),  you can make slides that are engaging and that enhance a presentation, instead of detracting from it.

Sara Thomas, Miles & Stockbridge, P.C., “Stuck in the Middle with You: Print v. Online” – Sara will discuss the present dichotomy of legal resources between the “old school” print format and the increasingly emerging electronic options and why both play an important role, both in the present and future, for our researchers and ourselves.

Jason Hawkins and Jenny Rensler, University of Maryland Francis King Carey School of Law, “Teaching Technologies for Legal Research Instruction” – This presentation will introduce selected multimedia technologies that support legal research instruction. Participants will discover tools and techniques for using these technologies to create innovative user-centered lessons, applicable in both formal classroom settings, and information settings at the “point of need.”

Wendy Maines, Thomson Reuters Westlaw, “Library Yogi” – In this mini Office Yogi session, an RYT-200 yoga teacher will move you through some simple poses.  These postures can be performed at your desk to ease common workplace discomforts such as carpal tunnel, tight shoulders, and low back issues. Wendy will discuss a corresponding handout that can be posted on an intranet/portal so that your patrons may also benefit.

Please RSVP by COB Tuesday, October 9, 2012 to Tonya Baroudi at tebaroudi@co.pg.md.us. If you have any questions, please let me know.  Thank you and we look forward to seeing you on October 16.

You are welcome to bring your lunch; beverages provided.

Directions and parking information:

Bloomberg Law

November 15 – Bloomberg Law

Charlotte Harrington, Legal Research Specialist, will provide a look into the new world of Bloomberg Law as enhanced by the Bloomberg BNA Content – such as dockets, company analytics and litigation, news and much more.

Date/Time/Location:  Thursday, November 15, 2012, 12:00-1:30pm.
University of Baltimore Student Center
21 W. Mt Royal Avenue (corner of Maryland and Mt Royal Avenues)
Student Center Room 301
Baltimore, MD 21201

In order to secure parking vouchers, good for parking at the reduced rate of $7, please RSVP by COB Thursday, November 1, 2012 to Tonya Baroudi at tebaroudi@co.pg.md.us

For parking information see http://www.ubalt.edu/about-ub/offices-and-services/auxiliary/parking-and-public-transportation/visitor-information.cfm.  The campus is also convenient to the light rail, and the circulator bus.

You are welcome to bring your lunch; beverages and desserts will be provided.  If you have any questions, please let me know.  Thank you and we look forward to seeing you on November 15.

Photos from AALL Boston

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Featured Article – Ideas in Client Service: Preparing Deliverables

By Monique LaForce

Deliverables are the “quantifiable goods or services . . . provided upon the completion of a project.”[1] In the context of reference and research services, deliverables are the results produced by a research librarian that are given to a requestor.

Deliverables are a key component of a library’s client service. Producing excellent deliverables requires both researching the information given in response to a request and packaging that information to the requestor. This article raises considerations for the librarian when determining how to present the end results of a research project.

  • Deliverables are the essence of a project. All the client sees is the final product delivered to her. She doesn’t see the hours of effort that may have gone into finding and compiling the information – only what is presented to her. Thus, the final project is important – it is the critical link between a researcher and his client.
  • Deliverables should be clear, responsive, easy to read and understand, and accurate. A requestor should not have to dig through a pile of material (paper or electronic) to find what she is looking for. The information requested should respond accurately to the request, and be clearly labeled and presented.
  • Deliverables should be proportional to the request they respond to. Deliverables should be proportional not only to any budget allocated for a request, but also to the request itself. Verifying a court phone number doesn’t warrant creating a PowerPoint presentation. A simple email, text message, or telephone call should suffice. Likewise, a request for an in-depth company profile will likely merit additional packaging, perhaps including an executive summary of findings, charts, a written report, and exhibits.
  • Deliverables should provide source information. The source of the information contained in a deliverable should be noted.  Generally the information in a deliverable will be used by the client in another context (for example, incorporated into an article, brief, or pitch) and the requestor may need to reference or refer back to the original source material.
  • Deliverables vary by project and may evolve as a project proceeds. The format for a deliverable may be dictated by the person making an information request. She may specifically request a book, a chart, a pleading, or a summary email. Often, the deliverable will vary depending upon the information located. For example, if a researcher is compiling outcomes of a certain type of case brought against a particular litigant, the deliverable may look very different if there are only three lawsuits matching the relevant criteria, as opposed to 300. Time and budget constraints may also dictate a deliverable’s format.
  • Deliverables should always meet client expectations. What is delivered to a client varies depending upon what is requested, as outlined above, but deliverables should meet the client’s expectations each and every time they are presented. Ken Blanchard and Sheldon Bowles argue in their 1993 book, Raving Fans, that it is far better to meet expectations on all levels consistently rather than to exceed expectations sometimes or only in some areas. According to Blanchard and Bowles, always meeting expectations creates a trust that elevates a customer to a “raving fan.” Meeting client expectations may require communication with the client at the outset of or throughout a project in order to calibrate those expectations (if, for example, the information the requestor seeks is not publicly available or cannot be obtained within the client’s budget or deadline).

Deliverables are a key component of the relationship between research librarian and patron and the manner in which they are presented should be carefully considered and well-executed to provide excellent client service.