Advanced Virtual Reference Training
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Transcript of Advanced Virtual Reference Training
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AdvancedVirtual Reference
Training
Don BoozerKnowItNow24x7 Coordinator
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This Afternoon's Agenda
• Introduction • Google & Wikipedia: Dealing with the 400-Pound
Gorillas of the Internet• Handling Tricky Questions: Dealing with
"Problem" Patrons and Patrons with Problems• Break• Reinvigorating Reference: Enhancing Customer
Service Skills Through Transcript Evaluation • Questions & Follow-up
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You'repartof aposse....
notaLoneRanger!
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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)
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Google& Wikipedia
Dealing with the 400-Pound
Gorillas of the Internet(Briefly)
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(News, Scholar, Books, Patents...)
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Be discerning!
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http://www.google.com/search?q=gorilla&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a
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http://outreach.wikimedia.org/wiki/Bookshelf/
Be part of the solution!
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Questions?
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Handling Tricky QuestionsDealing with "Problem" Patrons
and Patrons with Problems
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May 2011
Pranks
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What isn't a Prank?
What is a Prank?
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What isn't a Prank?
Expanded Crisis Call Guidelines
(KIN24x7 Provider Site > Documentation)
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What is a Prank?
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What is X ?
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I NEED HELP WITH A QUESTION CAN YOU
HELP ME?
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Paul likes turtlesMmm cheese
POOPChickky-boww boww
69-Lover
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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.
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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
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Questions?
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Time fora Break!
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Enhancing Customer Service Skills Through Transcript Evaluation
Reinvigorating Reference
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http://provider.knowitnow.org
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It's all aboutcustomer service...
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Approachability
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Any more ideas on making yourself approachable?
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Interest
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Any more ideas on how to show interest(even when
you're not feeling it)?
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Listening/Inquiring
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Any comments on listening?
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Searching
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Follow-up
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Any more ideason the search process?
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Conclusion & Follow-up
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How do you successfully conclude a reference
transaction?
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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..
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Thank you!
Evaluation
http://www.surveymonkey.com/s/T3GJMBP
Slides http://www.slideshare.net/donboozer