Category Books

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

Authors: Buff Hirko, Mary Bucher Ross
ISBN-13: 9780838908761, ISBN-10: 0838908764
Format: Paperback
Publisher: American Library Association
Date Published: April 2004
Edition: (Non-applicable)

Author Biography: Buff Hirko

Book Synopsis

In their eagerness to embrace the concept of serving customers better by using cutting-edge technology, many libraries have purchased virtual reference desk applications and scheduled staff to deploy them with little more training than a cursory introduction to the software. In response, Hirko and Ross' guide offers an outline of the Anytime Anywhere Answers curriculum used by the Washington State Library to train its staff members in the effective delivery of virtual reference service. The volume provides nuts and bolts guidance in online communications and Internet searching skills and the core competencies librarians need to deliver consistent service online. Annotation ©2004 Book News, Inc., Portland, OR

	Preface
1	Beyond Shazam! : training for virtual reference	1
2	Introduction : Washington's statewide virtual reference project	5
3	Core competencies : knowledge, skills, and aptitudes needed for virtual reference	10
4	Learning through using : the constructivist approach	20
5	Multiple ways of learning : face-to-face and online, individual and collaborative	24
6	Getting started : curriculum development	31
7	Learning activities : taking the user perspective	43
8	Model reference : online behaviors	74
9	Evaluation, modification, and follow-up	88
	App. A: Assessment tools	97
	App. B: Transcripts	103
	App. C: Virtual field trip reports	108
	App. D: Secret patron scenarios	111
	App. E: Policies and procedures	117
	App. F: Online meeting transcript	120
	App. G: Other support materials	131
App. H	Anytime, anywhere answers budget, March 2002-June 2003	144
	App. I: Trainer notes and tips	145
	Glossary	151
	Bibliography	153
	Index	157

Subjects

Reference

Library & Information Science

Library Administration and Services
Nonfiction