Reinvigorating Reference

Enhancing Customer Service Skills through Transcript Evaluation

 OLC Chapter Conferences 2011

Today's Presenters

Don BoozerKnowItNow24x7 Coordinator

Southwest Chapter ConferenceMelissa Groveman

Greene County Public Library 

Northwest Chapter ConferenceKatie Blocksidge

Owens Community College

Ann Marie SmeraldiCleveland State University

Life Law #4You cannot

change what you do not

acknowledge.

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

It's all aboutcustomer service...

Approachability

How do you make yourself approachable?

Interest

How do you show interestin patrons' information needs (even when you don't feel it)?

Listening/Inquiring

How do you listen effectively to your patrons?

Searching

Follow-up

How do you professionally manage the search process?

Follow-up

How do you successfully conclude a reference

transaction?

DailyAffirmationWithStuart Smalley

I will make myself approachable. 

I will show interest & be curious. 

I will listen & ask questions.  

I will conduct my searches together with my patrons.

 I will follow-up with my patrons..

Now...

 

Let's Ride!Let's Ride!

 For more information or questions, email dboozer@cpl.org

 Slides posted at www.slideshare.net/DonBoozer

 Photo Credits

• Plasma Lamp, Santral Istanbul:  http://commons.wikimedia.org/wiki/File:Plasma_1090051.JPG• Burned Out: http://www.flickr.com/photos/normanlowery/4415085213/• Dr. Phil: http://blog.newsok.com/television/2009/02/25/oklahomas-2009-gracie-allen-award-winners-dr-phil-bob-

dotson/• Fireworks: http://www.flickr.com/photos/splunkton/182225052/• RUSA Logo: http://www.ala.org/ala/aboutala/governance/annualreport/annualreport/09%20images/rusa_logo.jpg• Police Dog, Tess: http://www.flickr.com/photos/statelibraryofnsw/3210838977/• The Great Oz: http://verdoux.files.wordpress.com/2008/05/the-wonderful-wizard-of-oz.jpg?w=497&h=372• The Reclining Librarian:http://www.flickr.com/photos/30976576@N07/2903662286/ • A smile a day keeps the pain and the doctor away, Zitona Qatar:

http://commons.wikimedia.org/wiki/File:A_smile_a_day_keeps_the_pain_and_the_doctor_away.jpg • Curious Photo (backwards head): http://www.flickr.com/photos/george_eastman_house/2720790908/ • Curiosity Cola: http://www.flickr.com/photos/waldopepper/4938311723/ • Listen! Do Not Enter!: http://www.flickr.com/photos/aur2899/2221704524/ • Local Call, GFPeck: http://www.flickr.com/photos/44442915@N00/4960579336• Howard Railyard: http://www.flickr.com/photos/51035774131@N01/32293415/ • Multitasking: http://www.flickr.com/photos/foreverdigital/2240673803 • Pointing Statue: http://www.flickr.com/photos/fr_zil/2686486552/ • At the Reference Desk: http://www.flickr.com/photos/sulawlib/2701685288/• "Let's Ride": http://www.flickr.com/photos/floridamemory/3307691314/