Reinvigorating reference
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This document discusses enhancing customer service skills through evaluating reference transcripts. It provides benchmarks and best practices for reference librarians. The presentation focuses on making oneself approachable, showing interest in patrons' needs, listening effectively, conducting searches together with patrons, and following up with patrons. Daily affirmations are provided to help improve these skills.
Reinvigorating reference
- 1. Reinvigorating Reference Enhancing Customer Service Skills through Transcript Evaluation OLC Chapter Conferences 2011
- 2. Today's Presenters 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
- 4. Life Law #4 You cannot change what you do not acknowledge.
- 7. 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
- 8. It's all about customer service...
- 10. Approachability
- 14. How do you make yourself approachable?
- 15. Interest
- 18. How do you show interest in patrons' information needs (even when you don't feel it)?
- 22. How do you listen effectively to your patrons?
- 23. Searching
- 25. Follow-up
- 26. How do you professionally manage the search process?
- 27. Follow-up
- 30. How do you successfully conclude a reference transaction?
- 31. Daily Affirmation With Stuart Smalley
- 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. .
- 33. Now... Let's Ride! Let's Ride!
- 34. For more information or questions, email dboozer@cpl.org Slides posted at www.slideshare.net/DonBoozer Photo Credits Plasma Lamp, Santral Istanbul: http://commons.wikimedia.org/wiki/File:Plasma_1090051.JPG Burned Out: http://www.flickr.com/photos/normanlowery/4415085213/ Dr. Phil: http://blog.newsok.com/television/2009/02/25/oklahomas-2009-gracie-allen-award-winners-dr-phil-bob-dotson/ Fireworks: http://www.flickr.com/photos/splunkton/182225052/ RUSA Logo: http://www.ala.org/ala/aboutala/governance/annualreport/annualreport/09%20images/rusa_logo.jpg Police Dog, Tess: http://www.flickr.com/photos/statelibraryofnsw/3210838977/ The Great Oz: http://verdoux.files.wordpress.com/2008/05/the-wonderful-wizard-of-oz.jpg?w=497&h=372 The Reclining Librarian :http://www.flickr.com/photos/30976576@N07/2903662286/ A smile a day keeps the pain and the doctor away, Zitona Qatar: http://commons.wikimedia.org/wiki/File:A_smile_a_day_keeps_the_pain_and_the_doctor_away.jpg Curious Photo (backwards head): http://www.flickr.com/photos/george_eastman_house/2720790908/ Curiosity Cola: http://www.flickr.com/photos/waldopepper/4938311723/ Listen! Do Not Enter!: http://www.flickr.com/photos/aur2899/2221704524/ Local Call, GFPeck: http://www.flickr.com/photos/44442915@N00/4960579336 Howard Railyard: http://www.flickr.com/photos/51035774131@N01/32293415/ Multitasking: http://www.flickr.com/photos/foreverdigital/2240673803 Pointing Statue: http://www.flickr.com/photos/fr_zil/2686486552/ At the Reference Desk: http://www.flickr.com/photos/sulawlib/2701685288/ "Let's Ride": http://www.flickr.com/photos/floridamemory/3307691314/