AdvancedVirtual

Reference Training

Don BoozerKnowItNow24x7

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• Break• 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)• 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 & WikipediaThe Right Tool For The Right Job

Source: Photo by Jason7825 at http://commons.wikimedia.org/wiki/File:Unknown_tool.jpg

(News, Scholar,

Books, Patents...)

Be discerning!

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 for

KIN24x7

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 ?

I NEED HELP WITH A QUESTION CAN YOU

HELP ME?

Paul likes turtlesMmm cheese

POOPChickky-boww boww

69-Lover

Additional Resourceson 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

Questions?

Time fora Break!

Enhancing Customer Service Skills Through Transcript Evaluation

http://provider.knowitnow.org

It's all aboutcustomer service...

Approachability

Comments?Questions?

Interest

Comments?Questions?

Listening/Inquiring

Comments?Questions?

Searching

Follow-up

Comments?Questions?

Conclusion & Follow-up

Comments?Questions?

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..

Thank you!

Evaluation

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

Slideshttp://www.slideshare.net/donboozer

Email

support@knowitnow.org