Advanced Virtual Reference Training
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Advanced Virtual Reference Training

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Revised presentation: August 2012

Revised presentation: August 2012

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    Advanced Virtual Reference Training Advanced Virtual Reference Training Presentation Transcript

    • AdvancedVirtual Reference Training Don Boozer KnowItNow Coordinator
    • 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• Enhancing Customer Service Skills Through Transcript Evaluation• Questions & Follow-up
    • Yourepartof aposse....notaLoneRanger!
    • Benchmarks & Best Practices http://bit.ly/f9VEcD• RUSA Professional Competencies for Reference and User Services Librarians (2003)• RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers (2004; being revised - 2012)• 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)
    • Google& WikipediaThe Right Tool ForThe Right Job Source: Photo by Jeff Dahl at http://commons.wikimedia.org/wiki/File:SOG_tool.jpg
    • (Search, News, Scholar,Books, Translate, Patents...)
    • Be discerning!
    • Be aware of yourlocation
    • Don’tjust send search results
    • Try the colorfilter onImages
    • Don’tlimit yoursearch to English only
    • Don’t forgetPatents
    • SomeRecommended Uses of
    • QuickIntro toa Topic
    • References & External Links
    • Pop Culture
    • Reading Order
    • Language Study
    • Be part of the solution!
    • http://outreach.wikimedia.org/wiki/Bookshelf/Resources to Get Started
    • Questions?
    • OhioWeb LibraryDatabasesA Very Quick Refresher
    • www.ohioweblibrary.org
    • ONLY for KIN24x7Librarians
    • Always right-click & copy the persistent link in all databases where it is available NOTthe browser URL
    • Questions?
    • Handling Tricky Questions Dealing with "Problem" Patrons and Patrons with Problems
    • Resolution Codes
    • What isnt a Prank? What is a Prank?
    • What isnt a Prank? Expanded Crisis Call Guidelines(KIN24x7 Provider Site > Documentation)
    • What is a Prank?
    • What is X ? See also… Teens & Sex Information Pathfinder
    • I NEED HELP WITH AQUESTION CAN YOU HELP ME?
    • Paul likes turtles Mmm cheese POOPChickky-boww boww 69-Lover
    • A prank deftly handled…
    • Additional Resources on KIN24x7 Provider Site http://bit.ly/NkbgP6• "Tips & Tactics" in May 2011 KIN24x7 Newsletter• Expanded Crisis Call Guidelines (under Documentation)• KnowItNow24x7 Provider Handbook• SparkRef Forum Summary: October 18, 2011• Teens & Sex Information Pathfinder• Two examples of pranks deftly handled“What to do if you have nothing to do”• “Bored” Links: http://bit.ly/cwUPZr
    • Questions?
    • Enhancing Customer Service Skills Through Transcript Evaluation
    • http://provider.knowitnow.org/transcriptand theQuality AssuranceCommittee forKnowItNow’sTranscripts of theMonth
    • Its all aboutcustomer service...
    • You can never really tell who is on the other side of a reference transaction...
    • Guidelines forBehavioral Performance of Reference and Information Service Providers
    • Approachability
    • Transcripts
    • Interest
    • Transcripts
    • Listening/Inquiring
    • Transcripts
    • Searching
    • Follow-up
    • Transcripts
    • Conclusion & Follow-up
    • Transcripts
    • 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..
    • Questions? Comments? Evaluationhttp://www.surveymonkey.com/s/T3GJMBP Slides http://www.slideshare.net/donboozer Email support@knowitnow.org