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Advanced
Virtual Reference Training




          Don Boozer
     KnowItNow 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
• Enhancing Customer Service Skills Through
  Transcript Evaluation
• Questions & Follow-up
You're
part
of a
posse....

not
a
Lone
Ranger!
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 - 2012)
• 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

The Right Tool
     For
The Right Job


                 Source: Photo by Jeff Dahl at
                 http://commons.wikimedia.org/wiki/File:SOG_tool.jpg
(Search, News, Scholar,
Books, Translate, Patents...)
Be discerning!
Be aware
 of your
location
Don’t
just send
 search
 results
Try the
  color
filter on
Images
Don’t
limit your
search to
  English
   only
Don’t
 forget
Patents
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Some
Recommended
    Uses
     of
Quick
Intro to
a Topic
References
    &
 External
  Links
Pop Culture
Advanced Virtual Reference Training
Reading
 Order
Language Study
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Be part of the solution!
http://outreach.wikimedia.org/wiki/Bookshelf/




Resources to Get Started
Questions?
Ohio
Web Library
Databases
A Very Quick Refresher
www.ohioweblibrary.org
Advanced Virtual Reference Training
ONLY for
 KIN24x7
Librarians
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Always
    right-click
          &
        copy
         the
  persistent link
 in all databases
    where it is
     available
        NOT
the browser URL
Questions?
Handling Tricky Questions
    Dealing 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 ?   See also…
              Teens & Sex
              Information
              Pathfinder
I NEED HELP WITH A
QUESTION CAN YOU
     HELP ME?
Paul likes turtles
   Mmm cheese
      POOP
Chickky-boww boww
     69-Lover
A prank deftly handled…
Additional Resources
          on KIN24x7 Provider Site
                http://bit.ly/NkbgP6
•   "Tips & Tactics" in May 2011 KIN24x7 Newsletter
•   Expanded Crisis Call Guidelines (under Documentation)
•   KnowItNow24x7 Provider Handbook
•   SparkRef Forum Summary: October 18, 2011
•   Teens & Sex Information Pathfinder
•   Two examples of pranks deftly handled


“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/transcript
and the
Quality Assurance
Committee for
KnowItNow’s
Transcripts of the
Month
It's all about
customer service...
You can never really tell
        who is on
     the other side
           of a
        reference
      transaction...
Advanced Virtual Reference Training
Guidelines for
Behavioral Performance of
      Reference and
   Information Service
        Providers
Approachability
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Transcripts
Interest
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Transcripts
Listening/Inquiring
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Transcripts
Searching
Advanced Virtual Reference Training
Follow-up
Transcripts
Conclusion & Follow-up
Advanced Virtual Reference Training
Advanced Virtual Reference Training
Transcripts
I will make myself approachable.

I will show interest and be curious.

  I will listen and ask questions.

      I will conduct searches
    together with my patrons.

        I will follow-up
and encourage patrons to return..
Questions? Comments?
                Evaluation
http://www.surveymonkey.com/s/T3GJMBP

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

                  Email
        support@knowitnow.org

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Advanced Virtual Reference Training