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
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
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
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..