Advanced Virtual Reference Training
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This document outlines the agenda for an advanced virtual reference training session. The agenda includes: an introduction, discussing when to use Google/Wikipedia vs library databases, a refresher on Ohio library databases, handling tricky questions from problematic patrons, a break, enhancing customer service through transcript evaluation, and a question/follow-up period. The training covers benchmarks and best practices, discusses tools for different research needs, handling difficult patron interactions, and improving customer service through self-evaluation.
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Advanced Virtual Reference Training
- 1. Advanced Virtual Reference Training Don Boozer KnowItNow24x7 Coordinator
- 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 • Break • Enhancing Customer Service Skills Through Transcript Evaluation • Questions & Follow-up
- 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) • 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. Google & Wikipedia The Right Tool For The Right Job Source: Photo by Jason7825 at http://commons.wikimedia.org/wiki/File:Unknown_tool.jpg
- 7. (News, Scholar, Books, Patents...)
- 11. Be discerning!
- 27. Be part of the solution!
- 29. Questions?
- 30. Ohio Web Library Databases A Very Quick Refresher
- 36. Always right-click & copy the persistent link in all databases where it is available NOT the browser URL
- 37. Questions?
- 38. Handling Tricky Questions Dealing with "Problem" Patrons and Patrons with Problems
- 39. Resolution Codes
- 40. What isn't a Prank? What is a Prank?
- 41. What isn't a Prank? Expanded Crisis Call Guidelines (KIN24x7 Provider Site > Documentation)
- 42. What is a Prank?
- 43. What is X ?
- 44. I NEED HELP WITH A QUESTION CAN YOU HELP ME?
- 45. Paul likes turtles Mmm cheese POOP Chickky-boww boww 69-Lover
- 46. Additional Resources on KIN24x7 Provider Site • "Tips & Tactics" in May 2011 KIN24x7 Newsletter • "Tips & Tactics" in April 2011 KIN24x7 Newsletter • Expanded Crisis Call Guidelines (under Documentation) • KnowItNow24x7 Provider Handbook • SparkRef Forum Summary: October 21 “what to do if you have nothing to do” • “Bored” Links: http://bit.ly/cwUPZr
- 47. Questions?
- 49. Enhancing Customer Service Skills Through Transcript Evaluation
- 51. It's all about customer service...
- 53. Approachability
- 58. Interest
- 66. Searching
- 68. Follow-up
- 74. 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-up and encourage patrons to return..
- 75. Thank you! Evaluation http://www.surveymonkey.com/s/T3GJMBP Slides http://www.slideshare.net/donboozer Email support@knowitnow.org
Editor's Notes
- I’m actually doing an entire presentation on Wikipedia, Twitter, Facebook, and Google at the OELMA Conference in October, so this will be, compared to that, an abbreviated look at these online juggernauts.
- Google is a tool. Some of you may know some of the shortcuts to use: site:, ~, -, etc. but….
- Google has MANY Tools like Google News, Google Scholar, Google Books, Google Patents, and more. For example, Google Books is an excellent resources especially to use with virtual reference. You can provide texts to people (sometimes full text) directly during a session.
- If you check our the “even More… “ option you’ll see all Google has to offer.
- And now we have Google’s location issue. Here are two searches for “zoo’s”. Note the top one just has United States, the bottom one is where it automatically detected I was in Cleveland. Note the differences. We can’t necessarily *ASSUME* that patrons see the same results as we do now on a Google search.
- And finally Wikipedia actively courts those who work in the GLAMs Galleries, Libraries, Archives & Museums.
- The Wikimedia Foundation has a page of great resources for both the practical editing and contributing end of things to advocacy promotions.Check it out.
- “Pranks” is in quotes because it isn’t always easy to spot which patrons are pulling pranks and which have “legitimate” questions.
- “Pranks” is in quotes because it isn’t always easy to spot which patrons are pulling pranks and which have “legitimate” questions.