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Reinvigorating reference

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

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

Published in: Education

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  • 1. Reinvigorating Reference Enhancing Customer Service Skills through Transcript Evaluation   OLC Chapter Conferences 2011
  • 2. Today's Presenters
    • 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
  • 3.  
  • 4.
    • Life Law #4
    • You cannot change what you do not acknowledge.
  • 5.  
  • 6.  
  • 7. 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)
      • RUSA New Definition of Reference (2008)
      • RUSA Guidelines for Implementing and Maintaining Virtual Reference Services (2010)
      • OLC Ohio Public Library Core Competencies
  • 8. It's all about customer service...
  • 9.  
  • 10. Approachability
  • 11.  
  • 12.  
  • 13.  
  • 14. How do you make yourself approachable?
  • 15. Interest
  • 16.  
  • 17.  
  • 18. How do you show interest in patrons' information needs (even when you don't feel it)?
  • 19. Listening/Inquiring
  • 20.  
  • 21.  
  • 22. How do you listen effectively to your patrons?
  • 23. Searching
  • 24.  
  • 25. Follow-up
  • 26. How do you professionally manage the search process?
  • 27. Follow-up
  • 28.  
  • 29.  
  • 30. How do you successfully conclude a reference transaction?
  • 31. Daily Affirmation With Stuart Smalley
  • 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. .
  • 33. Now...   Let's Ride! Let's Ride!
  • 34.
    •  
    • For more information or questions, email dboozer@cpl.org
    •  
    • Slides posted at www.slideshare.net/DonBoozer
    •  
    • Photo Credits
      • Plasma Lamp, Santral Istanbul:  http://commons.wikimedia.org/wiki/File:Plasma_1090051.JPG
      • Burned Out: http://www.flickr.com/photos/normanlowery/4415085213/
      • Dr. Phil: http://blog.newsok.com/television/2009/02/25/oklahomas-2009-gracie-allen-award-winners-dr-phil-bob-dotson/
      • Fireworks: http://www.flickr.com/photos/splunkton/182225052/
      • RUSA Logo: http://www.ala.org/ala/aboutala/governance/annualreport/annualreport/09%20images/rusa_logo.jpg
      • Police Dog, Tess: http://www.flickr.com/photos/statelibraryofnsw/3210838977/
      • The Great Oz: http://verdoux.files.wordpress.com/2008/05/the-wonderful-wizard-of-oz.jpg?w=497&h=372
      • The Reclining Librarian :http://www.flickr.com/photos/30976576@N07/2903662286/
      • 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 
      • Curious Photo (backwards head): http://www.flickr.com/photos/george_eastman_house/2720790908/
      • Curiosity Cola: http://www.flickr.com/photos/waldopepper/4938311723/
      • Listen! Do Not Enter!: http://www.flickr.com/photos/aur2899/2221704524/
      • Local Call, GFPeck: http://www.flickr.com/photos/44442915@N00/4960579336
      • Howard Railyard: http://www.flickr.com/photos/51035774131@N01/32293415/
      • Multitasking: http://www.flickr.com/photos/foreverdigital/2240673803
      • Pointing Statue: http://www.flickr.com/photos/fr_zil/2686486552/  
      • At the Reference Desk: http://www.flickr.com/photos/sulawlib/2701685288/
      • "Let's Ride": http://www.flickr.com/photos/floridamemory/3307691314/

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