Advanced Virtual Reference Training

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Advanced Virtual Reference Training

  1. 1. AdvancedVirtual Reference Training Don Boozer KnowItNow 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• Enhancing Customer Service Skills Through Transcript Evaluation• Questions & Follow-up
  3. 3. Yourepartof aposse....notaLoneRanger!
  4. 4. 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)
  5. 5. Google& WikipediaThe Right Tool ForThe Right Job Source: Photo by Jeff Dahl at http://commons.wikimedia.org/wiki/File:SOG_tool.jpg
  6. 6. (Search, News, Scholar,Books, Translate, Patents...)
  7. 7. Be discerning!
  8. 8. Be aware of yourlocation
  9. 9. Don’tjust send search results
  10. 10. Try the colorfilter onImages
  11. 11. Don’tlimit yoursearch to English only
  12. 12. Don’t forgetPatents
  13. 13. SomeRecommended Uses of
  14. 14. QuickIntro toa Topic
  15. 15. References & External Links
  16. 16. Pop Culture
  17. 17. Reading Order
  18. 18. Language Study
  19. 19. Be part of the solution!
  20. 20. http://outreach.wikimedia.org/wiki/Bookshelf/Resources to Get Started
  21. 21. Questions?
  22. 22. OhioWeb LibraryDatabasesA Very Quick Refresher
  23. 23. www.ohioweblibrary.org
  24. 24. ONLY for KIN24x7Librarians
  25. 25. Always right-click & copy the persistent link in all databases where it is available NOTthe browser URL
  26. 26. Questions?
  27. 27. Handling Tricky Questions Dealing with "Problem" Patrons and Patrons with Problems
  28. 28. Resolution Codes
  29. 29. What isnt a Prank? What is a Prank?
  30. 30. What isnt a Prank? Expanded Crisis Call Guidelines(KIN24x7 Provider Site > Documentation)
  31. 31. What is a Prank?
  32. 32. What is X ? See also… Teens & Sex Information Pathfinder
  33. 33. I NEED HELP WITH AQUESTION CAN YOU HELP ME?
  34. 34. Paul likes turtles Mmm cheese POOPChickky-boww boww 69-Lover
  35. 35. A prank deftly handled…
  36. 36. 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
  37. 37. Questions?
  38. 38. Enhancing Customer Service Skills Through Transcript Evaluation
  39. 39. http://provider.knowitnow.org/transcriptand theQuality AssuranceCommittee forKnowItNow’sTranscripts of theMonth
  40. 40. Its all aboutcustomer service...
  41. 41. You can never really tell who is on the other side of a reference transaction...
  42. 42. Guidelines forBehavioral Performance of Reference and Information Service Providers
  43. 43. Approachability
  44. 44. Transcripts
  45. 45. Interest
  46. 46. Transcripts
  47. 47. Listening/Inquiring
  48. 48. Transcripts
  49. 49. Searching
  50. 50. Follow-up
  51. 51. Transcripts
  52. 52. Conclusion & Follow-up
  53. 53. Transcripts
  54. 54. 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..
  55. 55. Questions? Comments? Evaluationhttp://www.surveymonkey.com/s/T3GJMBP Slides http://www.slideshare.net/donboozer Email support@knowitnow.org

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