advanced virtual reference training
DESCRIPTION
Revised training PowerPoint, September 2013TRANSCRIPT
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AdvancedVirtual Reference
Training
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Today’s Agenda
• Efficient use of Google and Wikipedia• Refresher on statewide databases• Dealing with pranks and problems• Customer service skills for virtual reference
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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; 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)
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Getting the Most out ofTwo of the
Internet’s Most Popular Sites
Googling & Wiki’ing
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Who are we dealing with?
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70 offices… 40+ countriesFor-profit company
Who are we dealing with?
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Who are we dealing with?
70 offices… 40+ countriesFor-profit company
1 floor…Non-profit
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ALL public libraries in the United States
Operating Revenue$
$11 billion
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GOOGLE IT
I’ll just…
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GOOGLE IT
Search Books
Scholar Patents
Even More…
YouTube ImagesMaps
News
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Early 2012
Google Reader
TranslatedForeign Pages
iGoogle
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Early 2012
Google Reader
TranslatedForeign Pages
iGoogle
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2013
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What elsecan we find out aboutJames Clair Flood and the mansion utilizing Google?
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Ruins ofFlood Mansion, Nob Hill,San Francisco, California(after 1906 earthquake)from loc.gov
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After that, we need a cookie
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www.powersearchingwithgoogle.com
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SomeRecommended
Uses of
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Referral tool…
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Popular culture…
12 printed pages
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Popular culture…
14 printed pages
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Language study…
Old EnglishÆnglisc
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Language study…
FinnishSuomi
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Language study…
Arabicالعربية
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Local perspective…
20 printed pages
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Local perspective…
Farsi - 37 printed pagesfa.wikipedia.org
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Local perspective…
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en.wikipedia.org/wiki/Help:Cheatsheeten.wikipedia.org/wiki/Help:Editingen.wikipedia.org/wiki/Help:Wiki_markupen.wikipedia.org/wiki/Wikipedia:Training
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1 – English Wikipedia
“can i have a quote from the inventor[of the car, Karl Benz]”
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1
2 – German Wikipedia
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2
3 – German Wikipedia Weblinks
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2
3
5 – Zeno.org:Benz’s autobiography
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5
3
6
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3
6
7 – Google Translate
“can i have a quote from the inventor[of the car, Karl Benz]”
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Questions?
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OhioWeb Library Databases
A Refresher
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www.ohioweblibrary.org
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ONLY forKnowItNow24x7
Librarians
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Let’s look at some specific databases…
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• 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!
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• Academic Search Premier– 4,600 full-text journals!
• Including 3,900 peer-reviewed titles!
– Some resources from as far back as 1975!
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Biography Reference Bank
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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
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Alwaysright-click
©the
persistent linkin all databases
where it is available
NOTthe browser URL
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Questions?
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HandlingTricky QuestionsDealing with "Problem" Patrons
and Patrons with Problems
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Resolution Codes: 2013 to date
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What isn't a Prank?What is a Prank?
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What isn't a Prank?What is a Prank?
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What is X ?
See also…Teens& SexInformationPathfinder
What isn't a Prank? What is a Prank?
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Where do babiescome from ?
What isn't a Prank? What is a Prank?
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I NEED HELP WITH A QUESTION CAN YOU
HELP ME?
What isn't a Prank? What is a Prank?
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“Give me the answer”
“Tell me the answer”
“I just want the answer”
What isn't a Prank? What is a Prank?
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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
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A prank deftly handled…
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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 ........
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Questions?
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Enhancing Customer Service Skills Through Transcript Evaluation
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http://provider.knowitnow.org/transcriptand theQuality AssuranceCommittee forKnowItNow’sTranscripts of theMonth
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It's all aboutcustomer service...
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You can never really tellwho is on
the other sideof a
referencetransaction...
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Guidelines forBehavioral Performance of
Reference andInformation Service
Providers
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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.”
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Transcript & Discussion
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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.”
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Transcript & Discussion
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Listening/Inquiring
“The reference interview is the heart of the reference transaction and is crucial to the success of the process.”
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Transcript & Discussion
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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.”
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Follow-up
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Transcript & Discussion
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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.”
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Transcript & Discussion
![Page 112: Advanced Virtual Reference Training](https://reader035.vdocuments.mx/reader035/viewer/2022062513/5562b12ad8b42a15548b5395/html5/thumbnails/112.jpg)
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.
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Thank you!Questions?
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