Adventures in Reference - Good and Bad

It's always nice to get a challenging reference question especially when it is in my area of expertise (chemistry). This morning I logged into QANDANJ and a student wrote down a structure of a chemical substance. Some years back when I worked as a chemical information specialist for a drug company, I would have been able to answer this question almost instantly. I explained to the online patron that I would a few minutes. About 5 minutes later, this person said "hurry up you [expletive deleted]". I immediately terminated the session.

Below is a chat transcript from yesterday where the patron started out with a very vague question and gradually made it more specific. After each of the patrons responses, there was a long pause. On a few occasions I almost gave up since I thought the person left the chat. Below is the transcript:


Chat Transcript: Do you have information regarding financial support?
Librarian 1:15:14:14 2009/11/10 (GMT-5)
Note: Patron's screen name: -
Librarian 1:15:15:18 2009/11/10 (GMT-5)
Librarian 'NJ INSTofTECH Bruce' has joined the session.
Librarian 1:15:15:58 2009/11/10 (GMT-5)
Hello, this is Bruce from the library at NJIT. Your question is somewhat vague. Please clarigy and say exactly what information you need.
Patron:15:20:09 2009/11/10 (GMT-5)
Do you have information regarding pension annuity contracts?
Librarian 1:15:20:57 2009/11/10 (GMT-5)
Is this New Jersey state pensions. I still need a clarification.
Patron:15:24:09 2009/11/10 (GMT-5)
I'm looking for the pension information for a multinational corporation headquarted in New York City?
Librarian 1:15:24:34 2009/11/10 (GMT-5)
What is the name of the corporation?
Patron:15:25:02 2009/11/10 (GMT-5)
Bristol Myers Squibb
Librarian 1:15:25:18 2009/11/10 (GMT-5)
I will see what I can find, please give me a few minutes
Librarian 1:15:27:07 2009/11/10 (GMT-5)
I found some information at this web site http://www.bms.com/careers/Benefits/Pages/FinacialSavings.aspx
Librarian 1:15:27:28 2009/11/10 (GMT-5)
Retirement/Pension Plan: Bristol-Myers Squibb provides retirement benefits to eligible employees based on years of service and a plan formula based on final average pay. If you have a question regarding your pension or savings benefits, please contact the Bristol-Myers Squibb Savings and Pension Center at 877-208-0795. Bristol-Myers Squibb retirees may also log into Benefits Express Internet site at: https://benefitsexpress.bms.com/.
Librarian 1:15:27:51 2009/11/10 (GMT-5)
Are you a current employee or retiree of Bristol Meyers Squibb
Librarian 1:15:29:09 2009/11/10 (GMT-5)
I can only provide you information that is on the open web. I can not provide any proprietary information about company benefits
Librarian 1:15:32:01 2009/11/10 (GMT-5)
Are you still on the line?
Patron:15:34:25 2009/11/10 (GMT-5)
Yes
Librarian 1:15:35:25 2009/11/10 (GMT-5)
I really can't give you any more information, since it is private information of Bristol Meyers Squibb
Librarian 1:15:36:28 2009/11/10 (GMT-5)
I suggest you phone 877-208-0795 if you are a current or past employee.
Librarian 1:15:36:38 2009/11/10 (GMT-5)
Are you applying for a position there?
Patron:15:39:01 2009/11/10 (GMT-5)
Possibly, however I would like to find out the financial stability of their pension plans , given the current financial crisis.
Librarian 1:15:39:23 2009/11/10 (GMT-5)
Let me see if I can find any information
Librarian 1:15:41:56 2009/11/10 (GMT-5)
Pensions & Investments; 2/23/2009, Vol. 37 Issue 4, p1-22, 2p Document Type:Article Subject Terms:*PENSION plan funding BRISTOL-Myers Squibb Co. Geographic Terms:UNITED States Company/Entity:BRISTOL-Myers Squibb Co. DUNS Number: 001288497 Ticker: BMY COCA-Cola Co. DUNS Number: 003296175 Ticker: KO ALASKA Permanent Fund Corp. Abstract:The article presents news briefs related to the pension plan funds. Bristol-Myers Squibb Co. expects to contribute a total of $550 million to its $4.1 billion U.S. pension plan, according to the company's 10-K filing. Coca-Cola Co. is reportedly adopting a cash balance plan for most U.S. salaried and hourly employees hired as of Jan. 1, 2010. The $27.7 billion Alaska Permanent Fund Corp. stopped plans for two alternative investments approved in July because of a 25% decline in the fund's value.
Librarian 1:15:43:36 2009/11/10 (GMT-5)
Here is some financial information about BMS http://investing.businessweek.com/research/stocks/financials/pensions.asp?ric=BMY
Librarian 1:15:47:01 2009/11/10 (GMT-5)
This is all the information I can find from the resources at my disposal
Librarian 1:15:47:19 2009/11/10 (GMT-5)
I wish I could be more helpful
Librarian 1:15:47:42 2009/11/10 (GMT-5)
If you need further help, please feel free to login again. It's been a pleasure serving you at QandANJ.org.
Librarian 1:15:47:46 2009/11/10 (GMT-5)
Librarian ended chat session.
Librarian 1:15:47:50 2009/11/10 (GMT-5)
Note: Set Resolution: Answered

On a brighter note, I helped a student at the reference desk find some information about a Shakespearean play. About an hour later, I walked toward the student center and saw this student walking with a friend. A nodded to him and a few seconds he said to this friend that this man was very helpful to me in the library. It's nice to get some gratitude.