Advanced Virtual Reference Training
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Advanced Virtual Reference Training
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Revised training PowerPoint, September 2013
Transcript of Advanced Virtual Reference Training
AdvancedVirtual Reference
Training
Today’s Agenda
• Efficient use of Google and Wikipedia• Refresher on statewide databases• Dealing with pranks and problems• Customer service skills for virtual reference
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)• 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)
Getting the Most out ofTwo of the
Internet’s Most Popular Sites
Googling & Wiki’ing
Who are we dealing with?
70 offices… 40+ countriesFor-profit company
Who are we dealing with?
Who are we dealing with?
70 offices… 40+ countriesFor-profit company
1 floor…Non-profit
ALL public libraries in the United States
Operating Revenue$
$11 billion
GOOGLE IT
I’ll just…
GOOGLE IT
Search Books
Scholar Patents
Even More…
YouTube ImagesMaps
News
Early 2012
Google Reader
TranslatedForeign Pages
iGoogle
Early 2012
Google Reader
TranslatedForeign Pages
iGoogle
2013
What elsecan we find out aboutJames Clair Flood and the mansion utilizing Google?
Ruins ofFlood Mansion, Nob Hill,San Francisco, California(after 1906 earthquake)from loc.gov
After that, we need a cookie
www.powersearchingwithgoogle.com
SomeRecommended
Uses of
Referral tool…
Popular culture…
12 printed pages
Popular culture…
14 printed pages
Language study…
Old EnglishÆnglisc
Language study…
FinnishSuomi
Language study…
Arabicالعربية
Local perspective…
20 printed pages
Local perspective…
Farsi - 37 printed pagesfa.wikipedia.org
Local perspective…
en.wikipedia.org/wiki/Help:Cheatsheeten.wikipedia.org/wiki/Help:Editingen.wikipedia.org/wiki/Help:Wiki_markupen.wikipedia.org/wiki/Wikipedia:Training
1 – English Wikipedia
“can i have a quote from the inventor[of the car, Karl Benz]”
1
2 – German Wikipedia
2
3 – German Wikipedia Weblinks
2
3
5 – Zeno.org:Benz’s autobiography
5
3
6
3
6
7 – Google Translate
“can i have a quote from the inventor[of the car, Karl Benz]”
Questions?
OhioWeb Library Databases
A Refresher
www.ohioweblibrary.org
ONLY forKnowItNow24x7
Librarians
Let’s look at some specific databases…
• MasterFILE Premier– 1,700 full-text periodicals!– 500 full-text reference books– 164,000+ primary source documents– Some resources from as far back as 1975!
• Academic Search Premier– 4,600 full-text journals!
• Including 3,900 peer-reviewed titles!
– Some resources from as far back as 1975!
Biography Reference Bank
ODE WRITTEN IN COMMEMORATION OF THE ONE HUNDREDTH
ANNIVERSARY OF THE FOUNDING OF THE CITY OF CLEVELAND AND THE SETTLEMENT OF THE WESTERN RESERVE IN OHIO : READ ON THE OCCASION OF THE CELEBRATION AT CLEVELAND, JULY 22, 1896
Praise to the sower of the seed,The planter of the tree!—
~ J.J. Piatt
Alwaysright-click
©the
persistent linkin all databases
where it is available
NOTthe browser URL
Questions?
HandlingTricky QuestionsDealing with "Problem" Patrons
and Patrons with Problems
Resolution Codes: 2013 to date
What isn't a Prank?What is a Prank?
What isn't a Prank?What is a Prank?
What is X ?
See also…Teens& SexInformationPathfinder
What isn't a Prank? What is a Prank?
Where do babiescome from ?
What isn't a Prank? What is a Prank?
I NEED HELP WITH A QUESTION CAN YOU
HELP ME?
What isn't a Prank? What is a Prank?
“Give me the answer”
“Tell me the answer”
“I just want the answer”
What isn't a Prank? What is a Prank?
Usernames from One Random Day
•?????? •Oh well if you want I guess Ill tell you its zuz•momo•Ujskjkdjhslasndekandsmsleslkjhbdlijhbd•Tashawfawndownda•Da FROG•Boogiebear•Person who wants answer•Manbearpig•Guy with an ipad•I’m to awesome for a name•yup
A prank deftly handled…
Additional Resourceson KIN24x7 Provider Site
• “Tips & Tactics” in KnowItNow24x7 Newsletter• December 2012 • May 2012• April 2012
• Expanded Crisis Call Guidelines• Teens & Sex Information Pathfinder• KIN CORE Reference Competencies, Section IV
“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
“The librarian's first step in initiating the reference transaction is to make the patron feel comfortable in a situation that can be perceived as intimidating, confusing, or overwhelming.”
Transcript & Discussion
Interest
“While not every query will be of interest to the librarian, the librarian should embrace each patron's informational need and should be committed to providing the most effective assistance.”
Transcript & Discussion
Listening/Inquiring
“The reference interview is the heart of the reference transaction and is crucial to the success of the process.”
Transcript & Discussion
SearchingThe search process is the portion of the transaction in which behavior and accuracy intersect…Many aspects of searching that lead to accurate results are dependent on the behavior of the librarian.”
Follow-up
Transcript & Discussion
Conclusion & Follow-up
“Supplying information is not the end of the reference transaction. The librarian is responsible for determining if the patron is satisfied with the results of the search, and referring the patron to other sources including those not available through the local library.”
Transcript & Discussion
Be approachable.
Be interested and curious.
Listen and ask questions.
Conduct searches together with patrons.
Follow-up (if necessary)
and always encourage patrons to return.
Thank you!Questions?
KnowItNow24x7 is made available free-of-charge to all citizens and residents of Ohio through a Library Services and Technology Act (LSTA) grant from the federal Institute of Museum and Library Services (IMLS) awarded by the State Library of Ohio.
