If you’ve spent any time using Himmelfarb Library’s website, you’ve probably seen our Ask Us Chat. This chat reference service is one of the more popular ways Himmelfarb users get answers to their questions. With the rise of Artificial Intelligence (AI), it’s natural to wonder if you’re actually speaking to a real person or just a chatbot when you interact with chat services online.
Himmelfarb’s Ask Us Chat service is staffed by real people Monday through Thursday from 8am to 8pm, and on Friday from 8am to 5pm. You’re not only chatting with a real person, but you’re chatting with a member of Himmelfarb’s dedicated reference department who are trained and skilled at finding answers to your toughest reference questions! You’ve probably even seen the person you’re chatting with around the library, or leading a webinar or tutorial you’ve watched. They might even be embedded in one of your classes!
We thought it was time that we introduce ourselves, so you can get to know some of the folks on the other side of the chat who are answering your questions. Without further ado, we’d like you to meet three of our amazing Reference Librarians: Rachel, Tom, and Deborah!
Rachel Brill
Rachel joined Himmelfarb’s reference and instruction department about two years ago, and has been a vital part of the Himmelfarb team ever since! When asked what her favorite part of working reference at Himmelfarb was, she said “It’s a really special feeling when someone’s been struggling to find that piece of information they need, and I’m able to locate it for them.” When Rachel isn’t at work, she likes to play with her cat and listen to show tunes.
Rachel wants our library users to know that “there are no ‘stupid’ questions that you can ask us - the Himmelfarb librarians are passionate about helping you learn, so ask away!”
Tom Harrod
Tom has been with Himmelfarb for about 13 and a half years and is one of the longest-serving reference librarians on staff. He now oversees the Reference and Instruction and Circulation departments at Himmelfarb as Associate Director of Reference, Instruction, and Access.
Tom’s favorite part of working reference is: “the feeling of knowing you’ve helped someone do something that had previously been a source of anxiety or uncertainty for them.” Tom gave the example of being able to help a student who wants to do a systematic review but doesn’t know what that entails. He enjoys “being able to talk them through the process, breaking it down into discrete steps they can take, and eventually, they have a growing feeling of comfort with the project because they now have a direction to go.”
Tom explained that there’s such a variety of chat questions - some quick questions that can be answered in 30 seconds or less, and other, more complex questions that can go on for multiple hours! Tom shared that “after having answered many chat questions over the years, there’s always something new you’ve never heard before that presents a challenge.”
When asked about his hobbies outside of work, Tom said “I used to have hobbies but instead, I now have a 1-year-old and a 3-year-old child. I am currently able to make some time for reading and last summer I embraced the typical ‘dad’ activity of becoming enthusiastic about BBQing/smoking food on the grill.”
Tom wants our users to know that “though we do our best to answer every question that comes in via chat, we’re also happy to set up a phone, in-person, or virtual meeting to handle more complicated, in-depth consultations.” Reach out to us via email (himmelfarb@gwu.edu) to schedule a meeting!
Deborah Wassertzug
Deborah has been a valued member of our reference team since December 2022. Her favorite part of working reference at Himmelfarb is all of the people she comes into contact with, whether online or in person.
When asked about a memorable chat interaction, she had two to share:
“When I worked at another university, someone signed onto library chat and demanded to know whether I was a human being or a bot. I assured them I was human."
“At GW, my favorite chat interactions turn into consultations! Sometimes there is a quick answer, but other times it is the tip of an iceberg -- it is always fun to get to delve more in-depth with a research project someone is just starting on.”
Outside of work, Deborah enjoys going to a lot of concerts, mostly classical and indie rock. She also writes poetry. Deborah wants our users to know that “Everyone who works at Himmelfarb is truly dedicated to providing the best possible library service and the strongest support for researchers.”
Ask Us! Real People are Waiting to Answer Your Questions!
So now you’ve met some of the real people who answer your Ask Us chat questions every day! Please reach out via chat, email (himmelfarb@gwu.edu), or call us at 202-994-2850 with your questions. Regardless of your preferred method of communication, you’ll be connected to a real person who can answer your questions. And rest assured, we’ll always work to find answers to your toughest questions.
