Advanced Virtual Reference Training
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This document provides an agenda for an advanced virtual reference training session. The agenda includes introductions, dealing with common internet resources like Google and Wikipedia, handling difficult patron questions, taking a break, and a session on improving customer service skills through transcript evaluation. The document gives examples of inappropriate patron interactions and provides additional resources on handling tricky questions and patron behaviors. It emphasizes the importance of customer service approaches like being approachable, showing interest, listening, searching with patrons, following up, and concluding reference transactions successfully.
Advanced Virtual Reference Training
- 1. AdvancedVirtual Reference Training Don BoozerKnowItNow24x7 Coordinator
- 3. Google & Wikipedia: Dealing with the 400-Pound Gorillas of the Internet
- 4. Handling Tricky Questions: Dealing with "Problem" Patrons and Patrons with Problems
- 5. Break
- 6. Reinvigorating Reference: Enhancing Customer Service Skills Through Transcript Evaluation
- 7. Questions & Follow-up You'repartof aposse....notaLoneRanger!
- 8. Benchmarks & Best Practiceshttp://bit.ly/f9VEcD RUSA Professional Competencies for Reference and User Services Librarians (2003)
- 9. RUSA Guidelines for Behavioral Performance of Reference and Information Service Providers (2004)
- 10. RUSA New Definition of Reference (2008)
- 11. RUSA Guidelines for Implementing and Maintaining Virtual Reference Services (2010)
- 12. OLC Ohio Public Library Core Competencies
- 13. Seeking Synchronicity (2011)Google& WikipediaDealing with the 400-Pound Gorillas of the Internet(Briefly)
- 19. Be discerning!
- 34. http://outreach.wikimedia.org/wiki/Bookshelf/Be part of the solution!
- 35. Questions?
- 36. Handling Tricky QuestionsDealing with "Problem" Patronsand Patrons with Problems
- 37. May 2011Pranks
- 38. What isn't a Prank?What is a Prank?
- 39. What isn't a Prank?Expanded Crisis Call Guidelines(KIN24x7 Provider Site > Documentation)
- 40. What isa Prank?
- 41. What is X ?
- 42. I NEED HELP WITH A QUESTION CAN YOU HELP ME?
- 43. Paul likes turtlesMmm cheesePOOPChickky-bowwboww69-Lover
- 44. 11:09:55 Guest how old r u? if your 80 or older geez man why not retire sumtime???11:09:55 Don @ KIN24x7 Good morning.11:10:08 Guest hi don11:10:16 Don @ KIN24x7 I'm not 80 or older... but giving out personal information over the internet usually isn't a good idea.11:10:26 Guest ugh ok11:10:30 Don @ KIN24x7 Did you have another question I could try and help answer?11:10:44 Guest but what if i am 4611:11:01 Don @ KIN24x7 Giving out *your* age over the internet probably isn't a good idea either.11:11:20 Guest what if im not 46 but 47?!!!11:11:32 Guest hmm11:11:36 Guest ?11:11:37 Don @ KIN24x7 Anyone can say anything. 11:11:43 Don @ KIN24x7 Age-wise, that is.11:11:58 Guest yes but what i say is that you are sexy11:12:18 Don @ KIN24x7 That's inappropriate. Please work with me so I can provide the best service possible to you.11:12:26 Guest no11:12:34 Don @ KIN24x7 Did you have a question I can help to try and answer or find resources for? 11:12:53 Guest sorry i just am so happy right now11:13:07 Don @ KIN24x7 Thanks for using our service. Come back again if you need help with another question.
- 45. Additional Resourceson KIN24x7 Provider Site "Tips & Tactics" in May 2011 KIN24x7 Newsletter
- 46. "Tips & Tactics" in April 2011 KIN24x7 Newsletter
- 47. Expanded Crisis Call Guidelines (under Documentation)
- 49. SparkRef Forum Summary: October 21Questions?
- 50. Time fora Break!
- 51. Reinvigorating ReferenceEnhancing Customer Service Skills Through Transcript Evaluation
- 53. It's all aboutcustomer service...
- 55. Approachability
- 59. Any more ideas on making yourself approachable?
- 60. Interest
- 63. Any more ideas on how to show interest(even whenyou're not feeling it)?
- 67. Any comments on listening?
- 68. Searching
- 70. Follow-up
- 71. Any more ideason the search process?
- 75. How do you successfully conclude a reference transaction?
- 76. 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-upand encourage patrons to return..
- 77. Thank you!Evaluationhttp://www.surveymonkey.com/s/T3GJMBPSlides http://www.slideshare.net/donboozer Emailsupport@knowitnow.org
Editor's Notes
- #6: 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.
- #7: Google is a tool. Some of you may know some of the shortcuts to use: site:, ~, -, etc. but….
- #8: 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.
- #9: If you check our the “even More… “ option you’ll see all Google has to offer.
- #13: 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.
- #27: 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.
- #29: “Pranks” is in quotes because it isn’t always easy to spot which patrons are pulling pranks and which have “legitimate” questions.