Advanced Virtual Reference Training


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  • I’m actually doing an entire presentation on Wikipedia, Twitter, Facebook, and Google at the OELMA Conference in October, so this will be, compared to that, an abbreviated look at these online juggernauts.
  • Google is a tool. Some of you may know some of the shortcuts to use: site:, ~, -, etc. but….
  • Google has MANY Tools like Google News, Google Scholar, Google Books, Google Patents, and more. For example, Google Books is an excellent resources especially to use with virtual reference. You can provide texts to people (sometimes full text) directly during a session.
  • If you check our the “even More… “ option you’ll see all Google has to offer.
  • And now we have Google’s location issue. Here are two searches for “zoo’s”. Note the top one just has United States, the bottom one is where it automatically detected I was in Cleveland. Note the differences. We can’t necessarily *ASSUME* that patrons see the same results as we do now on a Google search.
  • And finally Wikipedia actively courts those who work in the GLAMs Galleries, Libraries, Archives & Museums.
  • The Wikimedia Foundation has a page of great resources for both the practical editing and contributing end of things to advocacy promotions.Check it out.
  • “Pranks” is in quotes because it isn’t always easy to spot which patrons are pulling pranks and which have “legitimate” questions.
  • “Pranks” is in quotes because it isn’t always easy to spot which patrons are pulling pranks and which have “legitimate” questions.
  • Advanced Virtual Reference Training

    1. 1. Advanced VirtualReference TrainingDon BoozerKnowItNow24x7 Coordinator
    2. 2. Today’s Agenda• Introduction• Google & Wikipedia: The Right Tool for The Right Job• Ohio Web Library Databases: A Very Quick Refresher• Handling Tricky Questions: Dealing with "Problem" Patrons and Patrons with Problems• Break• Enhancing Customer Service Skills Through Transcript Evaluation• Questions & Follow-up
    3. 3. Yourepartof aposse....notaLoneRanger!
    4. 4. Benchmarks & Best Practices• RUSA Professional Competencies for Reference and User Services Librarians (2003)• RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers (2004)• RUSA New Definition of Reference (2008)• RUSA Guidelines for Implementing and Maintaining Virtual Reference Services (2010)• OLC Ohio Public Library Core Competencies• Seeking Synchronicity (2011)
    5. 5. Google & WikipediaThe Right Tool For The Right Job Source: Photo by Jason7825 at
    6. 6. (News, Scholar, Books, Patents...)
    7. 7. Be discerning!
    8. 8. Be part of the solution!
    9. 9. to Get Started
    10. 10. Questions?
    11. 11. OhioWeb LibraryDatabasesA Very Quick Refresher
    12. 12.
    13. 13. ONLY for KIN24x7Librarians
    14. 14. Always right-click & copy the persistent link in all databases where it is available NOTthe browser URL
    15. 15. Questions?
    16. 16. Handling Tricky Questions Dealing with "Problem" Patrons and Patrons with Problems
    17. 17. Resolution Codes
    18. 18. What isnt a Prank? What is a Prank?
    19. 19. What isnt a Prank? Expanded Crisis Call Guidelines(KIN24x7 Provider Site > Documentation)
    20. 20. What is a Prank?
    21. 21. What is X ?
    23. 23. Paul likes turtles Mmm cheese POOPChickky-boww boww 69-Lover
    24. 24. Additional Resources on KIN24x7 Provider Site• "Tips & Tactics" in May 2011 KIN24x7 Newsletter• "Tips & Tactics" in April 2011 KIN24x7 Newsletter• Expanded Crisis Call Guidelines (under Documentation)• KnowItNow24x7 Provider Handbook• SparkRef Forum Summary: October 21“what to do if you have nothing to do”• “Bored” Links:
    25. 25. Questions?
    26. 26. Time fora Break!
    27. 27. Enhancing Customer Service Skills Through Transcript Evaluation
    28. 28.
    29. 29. Its all aboutcustomer service...
    30. 30. Approachability
    31. 31. Comments?Questions?
    32. 32. Interest
    33. 33. Comments?Questions?
    34. 34. Listening/Inquiring
    35. 35. Comments?Questions?
    36. 36. Searching
    37. 37. Follow-up
    38. 38. Comments?Questions?
    39. 39. Conclusion & Follow-up
    40. 40. Comments?Questions?
    41. 41. I will make myself approachable.I will show interest and be curious. I will listen and ask questions. I will conduct searches together with my patrons. I will follow-upand encourage patrons to return..
    42. 42. Thank you! Evaluation Slides Email