AdvancedVirtual Reference Training

Don BoozerKnowItNow 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

You'repartof aposse....

notaLoneRanger!

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& Wikipedia

The Right ToolFor

The Right Job

Source: Photo by Jeff Dahl athttp://commons.wikimedia.org/wiki/File:SOG_tool.jpg

(Search, News, Scholar, Books, Translate, Patents...)

Be discerning!

Be aware of your location

Don’tjust send

search results

Try the color

filter on Images

Don’t limit your search to English

only

Don’t forget

Patents

SomeRecommended

Usesof

Quick Intro toa Topic

References &

ExternalLinks

Pop Culture

ReadingOrder

Language Study

Be part of the solution!

http://outreach.wikimedia.org/wiki/Bookshelf/

Resources to Get Started

Questions?

OhioWeb Library Databases

A Very Quick Refresher

www.ohioweblibrary.org

ONLY forKIN24x7

Librarians

Alwaysright-click

&copythe

persistent linkin all databases

where it is available

NOTthe browser URL

Questions?

Handling Tricky QuestionsDealing with "Problem" Patrons

and Patrons with Problems

Resolution Codes

What isn't a Prank?

What is a Prank? 

What isn't a Prank?

Expanded Crisis Call Guidelines

(KIN24x7 Provider Site > Documentation) 

What is a Prank? 

What is X ?  See also…Teens & SexInformationPathfinder

I NEED HELP WITH A QUESTION CAN YOU

HELP ME? 

Paul likes turtlesMmm cheese

POOPChickky-boww boww

69-Lover 

A prank deftly handled… 

Additional Resourceson 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

Questions?

Enhancing Customer Service Skills Through Transcript Evaluation

http://provider.knowitnow.org/transcriptand theQuality AssuranceCommittee forKnowItNow’sTranscripts of theMonth

It's all aboutcustomer service...

You can never really tellwho is on

the other sideof a

referencetransaction...

Guidelines forBehavioral Performance of

Reference andInformation Service

Providers

Approachability

Transcripts

Interest

Transcripts

Listening/Inquiring

Transcripts

Searching

Follow-up

Transcripts

Conclusion & Follow-up

Transcripts

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-up

and encourage patrons to return..

Questions? Comments?

Evaluation

http://www.surveymonkey.com/s/T3GJMBP

Slides http://www.slideshare.net/donboozer

Emailsupport@knowitnow.org