Advanced Virtual Reference Training

790 views

Published on

Published in: Education, Business
  • Be the first to comment

Advanced Virtual Reference Training

  1. 1. AdvancedVirtual Reference Training <br />Don Boozer<br />KnowItNow24x7 Coordinator <br />
  2. 2. This Afternoon's Agenda<br /><ul><li>Introduction
  3. 3. Google & Wikipedia: Dealing with the 400-Pound Gorillas of the Internet
  4. 4. Handling Tricky Questions: Dealing with "Problem" Patrons and Patrons with Problems
  5. 5. Break
  6. 6. Reinvigorating Reference: Enhancing Customer Service Skills Through Transcript Evaluation
  7. 7. Questions & Follow-up </li></li></ul><li>You're<br />part<br />of a<br />posse....<br />not<br />a<br />Lone<br />Ranger!<br />
  8. 8. Benchmarks & Best Practices<br />http://bit.ly/f9VEcD <br /><ul><li>RUSA Professional Competencies for Reference and User Services Librarians (2003)
  9. 9. RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers (2004)
  10. 10. RUSA New Definition of Reference (2008)
  11. 11. RUSA Guidelines for Implementing and Maintaining Virtual Reference Services (2010)
  12. 12. OLC Ohio Public Library Core Competencies
  13. 13. Seeking Synchronicity (2011)</li></li></ul><li>Google& Wikipedia<br />Dealing with the 400-Pound Gorillas of the Internet<br />(Briefly) <br />
  14. 14.
  15. 15. (News, Scholar,<br />Books, Patents...)<br />
  16. 16.
  17. 17.
  18. 18.
  19. 19. Be discerning!<br />
  20. 20.
  21. 21. http://www.google.com/search?q=gorilla&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a<br />
  22. 22.
  23. 23.
  24. 24.
  25. 25.
  26. 26.
  27. 27.
  28. 28.
  29. 29.
  30. 30.
  31. 31.
  32. 32.
  33. 33.
  34. 34. http://outreach.wikimedia.org/wiki/Bookshelf/<br />Be part of the solution!<br />
  35. 35. Questions?<br />
  36. 36. Handling Tricky Questions<br />Dealing with "Problem" Patrons<br />and Patrons with Problems<br />
  37. 37. May 2011<br />Pranks<br />
  38. 38. What isn't a Prank?<br />What is a Prank?<br /> <br />
  39. 39. What isn't a Prank?<br />Expanded Crisis Call Guidelines<br />(KIN24x7 Provider Site > Documentation) <br />
  40. 40. What isa Prank? <br />
  41. 41. What is X ? <br />
  42. 42. I NEED HELP WITH A QUESTION CAN YOU HELP ME?<br /> <br />
  43. 43. Paul likes turtles<br />Mmm cheese<br />POOP<br />Chickky-bowwboww<br />69-Lover<br /> <br />
  44. 44. 11:09:55 Guest how old r u? if your 80 or older geez man why not retire sumtime???<br />11:09:55 Don @ KIN24x7 Good morning.<br />11:10:08 Guest hi don<br />11:10:16 Don @ KIN24x7 I'm not 80 or older... but giving out personal information over the internet usually isn't a good idea.<br />11:10:26 Guest ugh ok<br />11:10:30 Don @ KIN24x7 Did you have another question I could try and help answer?<br />11:10:44 Guest but what if i am 46<br />11:11:01 Don @ KIN24x7 Giving out *your* age over the internet probably isn't a good idea either.<br />11:11:20 Guest what if im not 46 but 47?!!!<br />11:11:32 Guest hmm<br />11:11:36 Guest ?<br />11:11:37 Don @ KIN24x7 Anyone can say anything. <br />11:11:43 Don @ KIN24x7 Age-wise, that is.<br />11:11:58 Guest yes but what i say is that you are sexy<br />11:12:18 Don @ KIN24x7 That's inappropriate. Please work with me so I can provide the best service possible to you.<br />11:12:26 Guest no<br />11:12:34 Don @ KIN24x7 Did you have a question I can help to try and answer or find resources for? <br />11:12:53 Guest sorry i just am so happy right now<br />11:13:07 Don @ KIN24x7 Thanks for using our service. Come back again if you need help with another question. <br />
  45. 45. Additional Resourceson KIN24x7 Provider Site <br /><ul><li>"Tips & Tactics" in May 2011 KIN24x7 Newsletter
  46. 46.  "Tips & Tactics" in April 2011 KIN24x7 Newsletter
  47. 47. Expanded Crisis Call Guidelines (under Documentation)
  48. 48. KnowItNow24x7 Provider Handbook
  49. 49. SparkRef Forum Summary: October 21</li></li></ul><li>Questions?<br />
  50. 50. Time for<br />a Break!<br />
  51. 51. Reinvigorating Reference<br />Enhancing Customer Service Skills Through Transcript Evaluation<br />
  52. 52. http://provider.knowitnow.org<br />
  53. 53. It's all aboutcustomer service...<br />
  54. 54.
  55. 55. Approachability<br />
  56. 56.
  57. 57.
  58. 58.
  59. 59. Any more ideas on making yourself approachable?<br />
  60. 60. Interest<br />
  61. 61.
  62. 62.
  63. 63. Any more ideas on how to show interest(even whenyou're not feeling it)?<br />
  64. 64. Listening/Inquiring<br />
  65. 65.
  66. 66.
  67. 67. Any comments on listening?<br />
  68. 68. Searching<br />
  69. 69.
  70. 70. Follow-up<br />
  71. 71. Any more ideason the search process?<br />
  72. 72. Conclusion & Follow-up<br />
  73. 73.
  74. 74.
  75. 75. How do you successfully conclude a reference transaction?<br />
  76. 76. I will make myself approachable. I will show interest and be curious. I will listen and ask questions.  I will conduct searchestogether with my patrons. I will follow-upand encourage patrons to return..<br />
  77. 77. Thank you!Evaluationhttp://www.surveymonkey.com/s/T3GJMBPSlides http://www.slideshare.net/donboozer Emailsupport@knowitnow.org<br />

×