A training program created by:

• Mary Ross, Seattle Public Library• Daria Cal, Seattle Public Library• Emily Keller, University of

Washington

•Face-to-face and virtual•Synchronous and

asynchronous• Individual and

collaborative

“Blended” Learning

Through this training, we will:

• Facilitate the acquisition of skills.• Support active learner

participation.• Create an ongoing learning

community.• Encourage best practices.

TARGET AUDIENCE

Staff in libraries implementing LSTA-funded virtual reference projects, as well as other libraries implementing VRS with the intention of sharing resources.

Training is delivered through:

• Face-to-face orientation• Web pages with readings

and activities• Online meetings• Collaborative learning and

sharing

Training begins with core competencies.

What are the knowledge, skills, and aptitudes needed by staff

providing VRS?

Learning activities include:

•Chat practice•Multi-tasking skills•“Secret patron”•Reviewing

transcripts•Sharing via listserv

Learning activities include:

•Virtual field trips•Pre- and post-

training assessments

•Checking out the “competition”

In your “virtual field trips,” you’ll look at:• Branding• Accessibilit

y• Scope of

service

• Authority• Privacy and

data gathered• Policies and

procedures

In your “secret patron” activity, you’ll look at the reference interview from the user’s perspective.

How is the chat reference interview different from an in-

person transaction?

What are Model Reference Behaviors?

• Open probes• Verification of question• Follow-up• Citing source/authority

…online?

Looking at Chat Transcripts

Why are transcripts valuable?

Virtual reference…lots of libraries are doing it.

What are the best practices?

Expectations for learners:

• Commit five hours per week for five weeks.

• Complete readings, activities and assignments on time.

• Participate actively in online meetings.

• Share experiences via listserv.

Expectations for trainers:

• Provide learner support and encouragement.

• Assist with problems.• Schedule and facilitate online

meetings.• Summarize and comment on

assignments.• Ask the right questions rather

than give the right answers!

“…we must become pivotally involved in providing point-of-need

reference service to information seekers at the place where they are

when they have a question.”Anne Lipow

Serving the Remote User:Reference Service in the Digital Environment