Virtual Reference Training: The Complete Guide to Providing Anytime, Anywhere Answers

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9780838908761: Virtual Reference Training: The Complete Guide to Providing Anytime, Anywhere Answers

Even the best reference librarian can falter when suddenly thrust into cyberspace without the proper tools and training. As online library reference services become commonpractice, there s a critical need to develop core competencies unique to the virtual world from conducting chats to multitasking. What does it take to be successful at the virtual reference desk? Washington State has committed to training its librarians to provide answers "anytime, anywhere." Now this proven, learner-centered approach is available to libraries large and small, as they confront issues relating to offering virtual reference or improving existing services.

In a training program that promises to make any library staff member regardless of education or experience comfortable and proficient in providing virtual reference, expert educator-librarians Hirko and Ross detail:

* 14 core competencies designed to foster consistent service
* Hands-on activities and exercises online, face-to-face,collaborative and solo
* Learning activities that take the end-users' perspective
* Tools for developing a curriculum

Nine appendixes include assessment tools, policies, and procedures, plus funlearning activities like virtual field trips and "secret patron" scenarios designedto assimilate the learning. The software-neutral guide means the trainingworks on any platform. From practical nuts-and-bolts considerations to actualfeedback from learners who have used this program, Virtual Reference Training provides the guidance for developing a program that will help all librarians develop confidence and finesse at the virtual desk.

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About the Author:

Buff Hirko is statewide virtual reference project coordinator affiliated with the Washington State Library in Olympia. She coordinates grant demonstration projects, training, marketing, evaluation, and other activities focused on developing digital reference service in all Washington libraries. A frequent speaker and regular contributor to professional library publications, she holds her MLS from University of California at Berkeley.

Mary Bucher Ross is currently training and development managing librarian at the Seattle Public Library. She designs and presents library staff training and continuing education programs for the Washington State Library, the Washington Library Association, and the University of Washington. She received her MLIS from UCLA and recently completed a certificate in distance learning design at the University of Washington.

From Booklist:

This title takes into account the difficulties involved with setting up a virtual reference service, particularly the importance of training. Based upon the state of Washington's experience with its Statewide Virtual Reference Project, it considers people, places, time, and resources needed for virtual reference training. It includes chapters on core competencies, learning through using, multiple ways of learning, getting started, taking the user's perspective, model reference online behaviors, and evaluating the training program. The "Anytime, Anywhere, Answers" curriculum is appropriate for a variety of library types and sizes and for a wide range of learners, including remote learners. A nice feature of the text is that it is software neutral. It includes sample nightmare virtual reference transactions and skills assessment for librarians. Appendixes include questions to help develop policies, sample training questions, secret patron scenarios, assessment tools, and sample transcripts. Librarians will find this title useful for developing a virtual reference training program. Jack O'Gorman
Copyright © American Library Association. All rights reserved

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Book Description American Library Association, United States, 2004. Paperback. Book Condition: New. New. Language: English . Brand New Book. Even the best reference librarian can falter when suddenly thrust into cyberspace without the proper tools and training. As online library reference services become common practice, there s a critical need to develop core competencies unique to the virtual world - from conducting chats to multitasking. What does it take to be successful at the virtual reference desk? Washington State has committed to training its librarians to provide answers any time, anywhere. Now this proven learner-centered approach is available to libraries large and small, as they confront issues relating to offering virtual reference or improving existing services. In a training program that promises to make any library staff member - regardless of education or experience - comfortable and proficient in providing virtual reference, expert educator-librarians Hirko and Ross detail. 14 core competencies designed to foster consistent service; Hands-on activities and exercises - online, face-to-face, collaborative and solo; Learning activities that take the end-users perspective; Tools for developing a curriculum; Nine appendixes include assessment tools, policies, and procedures, plus fun learning activities like virtual field trips and secret patron scenarios designed to assimilate the learning. The software-neutral guide means the training works on any platform. From practical nuts-and-bolts considerations to actual feedback from learners who have used this program, Virtual Reference Training provides the guidance for developing a program that will help all librarians develop confidence and finesse at the virtual desk. Bookseller Inventory # AAN9780838908761

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Book Description American Library Association, United States, 2004. Paperback. Book Condition: New. New.. Language: English . Brand New Book. Even the best reference librarian can falter when suddenly thrust into cyberspace without the proper tools and training. As online library reference services become common practice, there s a critical need to develop core competencies unique to the virtual world - from conducting chats to multitasking. What does it take to be successful at the virtual reference desk? Washington State has committed to training its librarians to provide answers any time, anywhere. Now this proven learner-centered approach is available to libraries large and small, as they confront issues relating to offering virtual reference or improving existing services. In a training program that promises to make any library staff member - regardless of education or experience - comfortable and proficient in providing virtual reference, expert educator-librarians Hirko and Ross detail. 14 core competencies designed to foster consistent service; Hands-on activities and exercises - online, face-to-face, collaborative and solo; Learning activities that take the end-users perspective; Tools for developing a curriculum; Nine appendixes include assessment tools, policies, and procedures, plus fun learning activities like virtual field trips and secret patron scenarios designed to assimilate the learning. The software-neutral guide means the training works on any platform. From practical nuts-and-bolts considerations to actual feedback from learners who have used this program, Virtual Reference Training provides the guidance for developing a program that will help all librarians develop confidence and finesse at the virtual desk. Bookseller Inventory # AAN9780838908761

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