The QA&E believes the hard work, grace under pressure and creativity of the AskColorado virtual staffers should be recognized. The committee further determined that since we see all the excellent transcripts, we should find a way to publicize good work. In 2006 we decided to initiate an AskColorado awards ceremony at the annual Colorado Association of Libraries (CAL) meeting.

• Categories included examples of building rapport; “thickest skin” (for gracefully handling a rude or difficult patron); excellence in searching; and others.
• We acknowledge that awards are always tricky and subjective; also we do not review every single transcript, so we might miss truly exceptional reference performances. In recognizing some, we want to make clear that we are not ignoring others.
• Awards allow us to showcase a percentage of excellent transcripts for publicity; boost staff morale; and subtly coach inexperienced staff by offering them a service model.

The committee is currently discussing other ways to put transcript analysis toward creating a quality of culture. Possibilities include:

• Sending transcripts to the librarian’s particular supervisor, noting that person’s outstanding virtual reference service.
• Using the transcript evaluation page as an online coaching form. If staff are reminded about the behaviors the committee is looking for, they will better mirror those standards. A coaching/mentoring program might also be developed.
• Posting of fabricated transcripts with hypothetical situations and responses, creating a “What would you do?” debate environment.