AdvancedVirtual Reference

Training

Don BoozerKnowItNow24x7 Coordinator

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

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& Wikipedia

Dealing with the 400-Pound

Gorillas of the Internet(Briefly)

(News, Scholar, Books, Patents...)

Be discerning!

http://www.google.com/search?q=gorilla&ie=utf-8&oe=utf-8&aq=t&rls=org.mozilla:en-US:official&client=firefox-a

http://outreach.wikimedia.org/wiki/Bookshelf/

Be part of the solution!

Questions?

Handling Tricky QuestionsDealing with "Problem" Patrons

and Patrons with Problems

May 2011

Pranks

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 

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.

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

Questions?

Time fora Break!

Enhancing Customer Service Skills Through Transcript Evaluation

Reinvigorating Reference

http://provider.knowitnow.org

It's all aboutcustomer service...

Approachability

Any more ideas on making yourself approachable?

Interest

Any more ideas on how to show interest(even when

you're not feeling it)?

Listening/Inquiring

Any comments on listening?

Searching

Follow-up

Any more ideason the search process?

Conclusion & Follow-up

How do you successfully conclude a reference

transaction?

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..

Thank you!

Evaluation

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

Slides http://www.slideshare.net/donboozer

Emailsupport@knowitnow.org