Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Reinvigorating reference


Published on

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

Published in: Education
  • Be the first to comment

  • Be the first to like this

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> </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 </li></ul><ul><li>  </li></ul><ul><li>Slides posted at </li></ul><ul><li>  </li></ul><ul><li>Photo Credits </li></ul><ul><ul><li>Plasma Lamp, Santral Istanbul: </li></ul></ul><ul><ul><li>Burned Out: </li></ul></ul><ul><ul><li>Dr. Phil: </li></ul></ul><ul><ul><li>Fireworks: </li></ul></ul><ul><ul><li>RUSA Logo: </li></ul></ul><ul><ul><li>Police Dog, Tess: </li></ul></ul><ul><ul><li>The Great Oz: </li></ul></ul><ul><ul><li>The Reclining Librarian : </li></ul></ul><ul><ul><li>A smile a day keeps the pain and the doctor away, Zitona Qatar:  </li></ul></ul><ul><ul><li>Curious Photo (backwards head): </li></ul></ul><ul><ul><li>Curiosity Cola: </li></ul></ul><ul><ul><li>Listen! Do Not Enter!: </li></ul></ul><ul><ul><li>Local Call, GFPeck: </li></ul></ul><ul><ul><li>Howard Railyard: </li></ul></ul><ul><ul><li>Multitasking: </li></ul></ul><ul><ul><li>Pointing Statue:   </li></ul></ul><ul><ul><li>At the Reference Desk: </li></ul></ul><ul><ul><li>&quot;Let's Ride&quot;: </li></ul></ul>