Reinvigorating Reference Enhancing Customer Service Skills through Transcript Evaluation   OLC Chapter Conferences 2011
Today's Presenters <ul><li>Don Boozer KnowItNow24x7 Coordinator Southwest Chapter Conference Melissa Groveman Greene Count...
 
<ul><li>Life Law #4 </li></ul><ul><li>You cannot change what you do not acknowledge. </li></ul>
 
 
Benchmarks & Best Practices <ul><li>http://bit.ly/f9VEcD  </li></ul><ul><ul><li>RUSA Professional Competencies for Referen...
It's all about customer service...
 
Approachability
 
 
 
How do  you  make yourself approachable?
Interest
 
 
How do  you  show interest in patrons' information needs (even when you don't feel it)?
Listening/Inquiring
 
 
How do  you  listen effectively to your patrons?
Searching
 
Follow-up
How do  you  professionally manage the search process?
Follow-up
 
 
How do  you  successfully conclude a reference transaction?
Daily Affirmation With Stuart Smalley
I will make myself approachable.   I will show interest & be curious.   I will listen & ask questions.    I will conduct m...
Now...   Let's Ride! Let's Ride!
<ul><li>  </li></ul><ul><li>For more information or questions, email dboozer@cpl.org </li></ul><ul><li>  </li></ul><ul><li...
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Reinvigorating reference

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Presentation presented at Ohio Library Council SW and NW Chapter Conferences, Spring 2011

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Reinvigorating reference

  1. 1. Reinvigorating Reference Enhancing Customer Service Skills through Transcript Evaluation   OLC Chapter Conferences 2011
  2. 2. Today's Presenters <ul><li>Don Boozer KnowItNow24x7 Coordinator Southwest Chapter Conference Melissa Groveman Greene County Public Library   Northwest Chapter Conference Katie Blocksidge Owens Community College Ann Marie Smeraldi Cleveland State University </li></ul>
  3. 4. <ul><li>Life Law #4 </li></ul><ul><li>You cannot change what you do not acknowledge. </li></ul>
  4. 7. Benchmarks & Best Practices <ul><li>http://bit.ly/f9VEcD </li></ul><ul><ul><li>RUSA Professional Competencies for Reference and User Services Librarians (2003) </li></ul></ul><ul><ul><li>RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers (2004) </li></ul></ul><ul><ul><li>RUSA New Definition of Reference (2008) </li></ul></ul><ul><ul><li>RUSA Guidelines for Implementing and Maintaining Virtual Reference Services (2010) </li></ul></ul><ul><ul><li>OLC Ohio Public Library Core Competencies </li></ul></ul>
  5. 8. It's all about customer service...
  6. 10. Approachability
  7. 14. How do you make yourself approachable?
  8. 15. Interest
  9. 18. How do you show interest in patrons' information needs (even when you don't feel it)?
  10. 19. Listening/Inquiring
  11. 22. How do you listen effectively to your patrons?
  12. 23. Searching
  13. 25. Follow-up
  14. 26. How do you professionally manage the search process?
  15. 27. Follow-up
  16. 30. How do you successfully conclude a reference transaction?
  17. 31. Daily Affirmation With Stuart Smalley
  18. 32. I will make myself approachable.   I will show interest & be curious.   I will listen & ask questions.   I will conduct my searches together with my patrons.   I will follow-up with my patrons. .
  19. 33. Now...   Let's Ride! Let's Ride!
  20. 34. <ul><li>  </li></ul><ul><li>For more information or questions, email dboozer@cpl.org </li></ul><ul><li>  </li></ul><ul><li>Slides posted at www.slideshare.net/DonBoozer </li></ul><ul><li>  </li></ul><ul><li>Photo Credits </li></ul><ul><ul><li>Plasma Lamp, Santral Istanbul:  http://commons.wikimedia.org/wiki/File:Plasma_1090051.JPG </li></ul></ul><ul><ul><li>Burned Out: http://www.flickr.com/photos/normanlowery/4415085213/ </li></ul></ul><ul><ul><li>Dr. Phil: http://blog.newsok.com/television/2009/02/25/oklahomas-2009-gracie-allen-award-winners-dr-phil-bob-dotson/ </li></ul></ul><ul><ul><li>Fireworks: http://www.flickr.com/photos/splunkton/182225052/ </li></ul></ul><ul><ul><li>RUSA Logo: http://www.ala.org/ala/aboutala/governance/annualreport/annualreport/09%20images/rusa_logo.jpg </li></ul></ul><ul><ul><li>Police Dog, Tess: http://www.flickr.com/photos/statelibraryofnsw/3210838977/ </li></ul></ul><ul><ul><li>The Great Oz: http://verdoux.files.wordpress.com/2008/05/the-wonderful-wizard-of-oz.jpg?w=497&h=372 </li></ul></ul><ul><ul><li>The Reclining Librarian :http://www.flickr.com/photos/30976576@N07/2903662286/ </li></ul></ul><ul><ul><li>A smile a day keeps the pain and the doctor away, Zitona Qatar: http://commons.wikimedia.org/wiki/File:A_smile_a_day_keeps_the_pain_and_the_doctor_away.jpg  </li></ul></ul><ul><ul><li>Curious Photo (backwards head): http://www.flickr.com/photos/george_eastman_house/2720790908/ </li></ul></ul><ul><ul><li>Curiosity Cola: http://www.flickr.com/photos/waldopepper/4938311723/ </li></ul></ul><ul><ul><li>Listen! Do Not Enter!: http://www.flickr.com/photos/aur2899/2221704524/ </li></ul></ul><ul><ul><li>Local Call, GFPeck: http://www.flickr.com/photos/44442915@N00/4960579336 </li></ul></ul><ul><ul><li>Howard Railyard: http://www.flickr.com/photos/51035774131@N01/32293415/ </li></ul></ul><ul><ul><li>Multitasking: http://www.flickr.com/photos/foreverdigital/2240673803 </li></ul></ul><ul><ul><li>Pointing Statue: http://www.flickr.com/photos/fr_zil/2686486552/   </li></ul></ul><ul><ul><li>At the Reference Desk: http://www.flickr.com/photos/sulawlib/2701685288/ </li></ul></ul><ul><ul><li>&quot;Let's Ride&quot;: http://www.flickr.com/photos/floridamemory/3307691314/ </li></ul></ul>

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