Download - Advanced Virtual Reference Training
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
©the
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