E-Book Overview
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 curriculumNine 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.
E-Book Content
Virtual Reference Training The Complete Guide to Providing Anytime, Anywhere Answers BUFF HIRKO MARY BUCHER ROSS American Library Association Chicago 2004 While extensive effort has gone into ensuring the reliability of information appearing in this book, the publisher makes no warranty, express or implied, on the accuracy or reliability of the information, and does not assume and hereby disclaims any liability to any person for any loss or damage caused by errors or omissions in this publication. Composition and design by ALA Editions in Berkeley and Sans Extended, using QuarkXPress 5.0 on a PC platform Printed on 50-pound white offset, a pH-neutral stock, and bound in 10-point coated cover stock by McNaughton & Gunn The paper used in this publication meets the minimum requirements of American National Standard for Information Sciences—Permanence of Paper for Printed Library Materials, ANSI Z39.48-1992. ⬁ Library of Congress Cataloging-in-Publication Data Hirko, Buff. Virtual reference training : the complete guide to providing anytime, anywhere answers / Buff Hirko and Mary Bucher Ross. p. cm. Includes bibliographical references and index. ISBN 0-8389-0876-4 1. Electronic reference services (Libraries)––Study and teaching––Washington (State)––Case studies. 2. Electronic reference services (Libraries)––Study and teaching. 3. Reference librarians––Training of. 4. Reference librarians––In-service training. I. Ross, Mary Bucher, 1948– II. Title. Z711.45.H57 2004 025.5⬘24––dc22 2003027440 Copyright © 2004 by the American Library Association. All rights reserved except those which may be granted by Sections 107 and 108 of the Copyright Revision Act of 1976. Printed in the United States of America 08 07 06 05 04 5 4 3 2 1 CO NTENT S PREFACE v 1 Beyond Shazam! Training for Virtual Reference 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 5 Multiple Ways of