http://vrstrain.spl.org/third.htm

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• http//vrstrain.spl.org/third.htm

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Third Week The Reference Interview???????

• Objectives To look at the real-time online
  reference interview from the user's perspective.
  To explore how information literacy concepts can
  be applied. 
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Required Reading ??

• Promoting information problem solving in digital
  reference responses???????????????Abby Kasowitz
  http//www.vrd.org/training/ips.shtmlSuggestions
  for how the Big6 information literacy model can
  be promoted within a virtual reference
  environment.??Big6??????????????????
• Introduction to Information Literacy
  (ACRL)??????
• A concise introduction to information
  literacy.
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Activities??

• Prepare for your Secret Patron activity,
  designed to help you look at virtual reference
  transactions from the users perspective.  First,
  read the overview of the activity then read the
  Reference Guidelines developed by RUSA.  Think
  about how these guidelines apply in the chat
  environment.
• Read the Secret Patron scenario that the trainers
  e-mail to you.  Think about how this patron would
  interact with the librarian.  Get ready to assume
  this role.
• In addition to the scenario, the trainers will
  send to you a list of three virtual reference
  services to visit.  Use the VRS directory to link
  to the three Web sites.
• Visit the three assigned VRS sites.  Use your
  Secret Patron scenario to ask your questions. 
  Then use the Transaction Checklist to evaluate
  your experience as a patron.
• Participate in this weeks online meeting on
  Information Literacy in Virtual Reference.  Well
  use the 24/7 Online Meeting software.  The
  trainers will send date, time, and instructions
  to you by e-mail.  Remember the Norms for Online
  Meetings.  Take time to think and reflect on this
  week's readings and activities in preparation for
  the online meeting.

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Assignments??

• Read the articles or visit the Web sites above
  that are marked Required.
• Participate actively in this weeks online
  meeting on Information Literacy. At the
  pre-scheduled date and time, click on the 24/7
  REF LOGON button and use the Meeting Key provided
  by the trainers.
• Summarize your impressions of your Secret Patron
  activity, using these questions to frame your
  summary. Post your summary to the VRS Training
  listserv. What did you learn from this activity
  that you want to be sure to remember when you are
  providing virtual reference service?

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Recommended Reading????

• Chat Reference A Guide to Live Virtual Reference
  Services.Jana Smith RonanLibraries Unlimited,
  2003.Read Chapter 9, "The Reference Interview
  Online.
• Conducting the Reference Interview.Catherine S.
  Ross et alNeal-Schuman, 2002.Read Chapter 6,
  "Performing the Reference Interview in an
  Electronic Environment."
• An Unobtrusive Evaluation of Online Real Time
  Library Reference ServicesNeal Kaske and Julie
  Arnold An important example of "secret observer"
  activity.
• The Virtual Reference Librarian's Handbook.Anne
  G. LipowNeal-Schuman, 2003.
• Read Chapter 4, "Transfer What You Know to
  What You Do."

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Virtual Reference Transaction Checklist????????

• Library visited???? _____________________________
  _________________
• Date/Time??/?? __________________________________
  ________________
• Scenario used???? _______________________________
  _________________
• SETTING THE TONE ????
• ?? The librarian greeted me personally and used
  my name when appropriate.
• ?? It was clear that he/she was interested in my
  query and ready to provide assistance.
• ?? He/she thoughtfully integrated any scripted
  messages into the transaction.
• GETTING THE QUESTION STRAIGHT ????
• The librarian clarified my question using
• ?? An open question
• ?? A closed question

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VIRTUAL REFERENCE TRANSACTION CHECKLIST????????

• KEEPING ME INFORMED ??
• ?? He/she asked me whether I wanted to see how to
  find the answer.
• ?? The librarians responses were clear, easy to
  read, and free of library jargon or personal
  opinion.
• ?? The librarian kept me informed about his/her
  progress in finding an answer, providing a time
  estimate when needed.
• ?? He/she let me know what he was doing, e.g.,
  still looking, pushing a Web page, escorting,
  etc.
• ?? The librarian provided help with any technical
  difficulties.

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Virtual Reference Transaction Checklist????????

• PROVIDING INFORMATION ????
• ?? He/she identified authoritative information
  appropriate for my need and interest.
• ?? The librarian gave me time to determine
  whether the information found actually answered
  my question to my satisfaction. Didnt rush me by
  pushing too much information.
• ?? Cited the source of the information.
• ?? Asked if I wanted to be shown more sources.
• ?? Recognized if my question needed to be
  referred elsewhere or could be more effectively
  answered through e-mail.

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Virtual Reference Transaction Checklist????????

• FOLLOW-UP ??
• ?? Asked if the information found answered my
  question to my satisfaction.
• ?? Asked if I had any other questions.
• ?? Encouraged me to use the service again.
• ?? Thanked me.
• ?? I was asked to evaluate my experience with the
  service. This evaluation was/was not an effective
  tool to express my opinion of the service.
  __________________________________________

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Virtual Reference Transaction Checklist????????

• ?? My other comments about the reference
  transaction are ????
• __________________________________________________
  __________________________________________________
  __________________________________________________
  __________________________________________________
  __________________________________________________
  __________________________________________________
  __________________________________________________
  ______________________________

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Sharing Your Experience Secret Patron Activity
???? ??????

• You used the Transaction Checklist to record your
  experiences with your Secret Patron interactions.
  Now use these checklists to write a summary of
  the activity. Here are some questions to guide
  you in writing your summary. Post your summary to
  the virtual reference training listserv.
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  ?,?????????????????
• What was your overall impression, as a patron,
  of the service you received?
• Which of the three interactions did you think
  was the most effective? Least effective? Why?
• What positive feedback would you give to the
  staff providing the service? What improvements
  would you suggest?
• As a patron, did you discover anything new or
  unexpected?
• When did you receive the transcripts of the
  interaction? Was anything added to the
  transcript?
• What did you learn that you want to remember
  when you are providing virtual reference
  services?

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Another Example?????

• Six self-paced modules cover the reference
  process, with resource links, exercises, and
  quizzes
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• http//www.olc.org/ore/