Cover image for Virtual reference training : the complete guide to providing anytime, anywhere answers
Virtual reference training : the complete guide to providing anytime, anywhere answers
Hirko, Buff.
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Publication Information:
Chicago : American Library Association, [2004]

Physical Description:
v, 160 pages : illustrations ; 28 cm
Beyond shazam! : training for virtual reference -- Introduction, Washington's Statewide Virtual Reference Project -- Core competencies : knowledge, skills and aptitudes needed for virtual reference -- Learning through using : the constructivist approach -- Multiple ways of learning : F2F and online, individual and collaborative -- Getting started : curriculum development -- Learning activities : taking the user perspective -- Model reference : online behaviors -- Evaluation, modification, and follow-up.
Format :


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Item Holds
Z711.45 .H57 2004 Adult Non-Fiction Non-Fiction Area-Oversize

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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

Reviews 1

Booklist Review

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 2004 Booklist

Table of Contents

Prefacep. v
1 Beyond Shazam! Training for Virtual Referencep. 1
2 Introduction: Washington's Statewide Virtual Reference Projectp. 5
3 Core Competencies: Knowledge, Skills, and Aptitudes Needed for Virtual Referencep. 10
4 Learning through Using: The Constructivist Approachp. 20
5 Multiple Ways of Learning: Face-to-Face and Online, Individual and Collaborativep. 24
6 Getting Started: Curriculum Developmentp. 31
7 Learning Activities: Taking the User Perspectivep. 43
8 Model Reference: Online Behaviorsp. 74
9 Evaluation, Modification, and Follow-upp. 88
A Assessment Toolsp. 97
B Transcriptsp. 103
C Virtual Field Trip Reportsp. 108
D Secret Patron Scenariosp. 111
E Policies and Proceduresp. 117
F Online Meeting Transcriptp. 120
G Other Support Materialsp. 131
H Anytime, Anywhere Answers Budget, March 2002-June 2003p. 144
I Trainer Notes and Tipsp. 145
Glossaryp. 151
Bibliographyp. 153
Indexp. 157