随时随地的答案 培养使用虚拟参考的技能 vrstrain.spl/third.htm
description
Transcript of 随时随地的答案 培养使用虚拟参考的技能 vrstrain.spl/third.htm
随时随地的答案随时随地的答案
培养使用虚拟参考的技能
httpvrstrainsplorgthirdhtm
Third Week The Reference Interview
第三周参考访问
Objectives To look at the real-time online reference interview from the users
perspective To explore how information literacy concepts can be applied
目的从用户的角度去看现场网上参考访问探索如何应用信息素养理论概念
Required Reading 必读bull Promoting information problem solving in digital
reference responses 促进用数字参考答复解决信息问题Abby Kasowitz httpwwwvrdorgtrainingipsshtmlSuggestions for how the Big6 information literacy model can be promoted within a virtual reference environment 关于 Big6 信息素养模式在虚拟参考环境试用的建议
bull Introduction to Information Literacy (ACRL)信息素养入门
A concise introduction to information literacy 简明介绍信息素养
Activities活动
bull Prepare for your Secret Patron activity designed to help you look at virtual reference transactions from the userrsquos 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
bull 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
bull 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
bull 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
bull Participate in this weekrsquos online meeting on Information Literacy in Virtual Reference Wersquoll use the 247 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 weeks readings and activities in preparation for the online meeting
Assignments任务
bull Read the articles or visit the Web sites above that are marked ldquoRequiredrdquo
bull Participate actively in this weekrsquos online meeting on Information Literacy At the pre-scheduled date and time click on the 247 REF LOGON button and use the Meeting Key provided by the trainers
bull 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
Recommended Reading推荐阅读
bull Chat Reference A Guide to Live Virtual Reference ServicesJana Smith RonanLibraries Unlimited 2003Read Chapter 9 The Reference Interview Onlineldquo
bull Conducting the Reference InterviewCatherine S Ross et alNeal-Schuman 2002Read Chapter 6 Performing the Reference Interview in an Electronic Environment
bull An Unobtrusive Evaluation of Online Real Time Library Reference ServicesNeal Kaske and Julie Arnold An important example of secret observer activity
bull The Virtual Reference Librarians HandbookAnne G LipowNeal-Schuman 2003
Read Chapter 4 Transfer What You Know to What You Do
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull Library visited图书馆名 ______________________________________________ bull DateTime日期 时间 __________________________________________________ bull Scenario used使用方案 ________________________________________________
bull SETTING THE TONE 确定基调
ndash 1048713 The librarian greeted me personally and used my name when appropriate
ndash 1048713 It was clear that heshe was interested in my query and ready to provide assistance
ndash 1048713 Heshe thoughtfully integrated any scripted messages into the transaction
bull GETTING THE QUESTION STRAIGHT 明确问题bull The librarian clarified my question using
ndash 1048713 An open question
ndash 1048713 A closed question
ndash 1048713 Both open and closed questions
ndash 1048713 Did not clarify my question
VIRTUAL REFERENCE TRANSACTION CHECKLIST
虚拟参考事务清单bull KEEPING ME INFORMED 介绍
ndash 1048713 Heshe asked me whether I wanted to see how to find the answer
ndash 1048713 The librarianrsquos responses were clear easy to read and free of library jargon or personal opinion
ndash 1048713 The librarian kept me informed about hisher progress in finding an answer providing a time estimate when needed
ndash 1048713 Heshe let me know what he was doing eg still looking pushing a Web page escorting etc
ndash 1048713 The librarian provided help with any technical difficulties
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull PROVIDING INFORMATION 提供信息
ndash 1048713 Heshe identified authoritative information appropriate for my need and interest
ndash 1048713 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction Didnrsquot rush me by pushing too much information
ndash 1048713 Cited the source of the information
ndash 1048713 Asked if I wanted to be shown more sources
ndash 1048713 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull FOLLOW-UP 随访
ndash 1048713 Asked if the information found answered my question to my satisfaction
ndash 1048713 Asked if I had any other questions
ndash 1048713 Encouraged me to use the service again
ndash 1048713 Thanked me
ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Third Week The Reference Interview
第三周参考访问
Objectives To look at the real-time online reference interview from the users
perspective To explore how information literacy concepts can be applied
目的从用户的角度去看现场网上参考访问探索如何应用信息素养理论概念
Required Reading 必读bull Promoting information problem solving in digital
reference responses 促进用数字参考答复解决信息问题Abby Kasowitz httpwwwvrdorgtrainingipsshtmlSuggestions for how the Big6 information literacy model can be promoted within a virtual reference environment 关于 Big6 信息素养模式在虚拟参考环境试用的建议
bull Introduction to Information Literacy (ACRL)信息素养入门
A concise introduction to information literacy 简明介绍信息素养
Activities活动
bull Prepare for your Secret Patron activity designed to help you look at virtual reference transactions from the userrsquos 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
bull 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
bull 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
bull 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
bull Participate in this weekrsquos online meeting on Information Literacy in Virtual Reference Wersquoll use the 247 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 weeks readings and activities in preparation for the online meeting
Assignments任务
bull Read the articles or visit the Web sites above that are marked ldquoRequiredrdquo
bull Participate actively in this weekrsquos online meeting on Information Literacy At the pre-scheduled date and time click on the 247 REF LOGON button and use the Meeting Key provided by the trainers
bull 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
Recommended Reading推荐阅读
bull Chat Reference A Guide to Live Virtual Reference ServicesJana Smith RonanLibraries Unlimited 2003Read Chapter 9 The Reference Interview Onlineldquo
bull Conducting the Reference InterviewCatherine S Ross et alNeal-Schuman 2002Read Chapter 6 Performing the Reference Interview in an Electronic Environment
bull An Unobtrusive Evaluation of Online Real Time Library Reference ServicesNeal Kaske and Julie Arnold An important example of secret observer activity
bull The Virtual Reference Librarians HandbookAnne G LipowNeal-Schuman 2003
Read Chapter 4 Transfer What You Know to What You Do
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull Library visited图书馆名 ______________________________________________ bull DateTime日期 时间 __________________________________________________ bull Scenario used使用方案 ________________________________________________
bull SETTING THE TONE 确定基调
ndash 1048713 The librarian greeted me personally and used my name when appropriate
ndash 1048713 It was clear that heshe was interested in my query and ready to provide assistance
ndash 1048713 Heshe thoughtfully integrated any scripted messages into the transaction
bull GETTING THE QUESTION STRAIGHT 明确问题bull The librarian clarified my question using
ndash 1048713 An open question
ndash 1048713 A closed question
ndash 1048713 Both open and closed questions
ndash 1048713 Did not clarify my question
VIRTUAL REFERENCE TRANSACTION CHECKLIST
虚拟参考事务清单bull KEEPING ME INFORMED 介绍
ndash 1048713 Heshe asked me whether I wanted to see how to find the answer
ndash 1048713 The librarianrsquos responses were clear easy to read and free of library jargon or personal opinion
ndash 1048713 The librarian kept me informed about hisher progress in finding an answer providing a time estimate when needed
ndash 1048713 Heshe let me know what he was doing eg still looking pushing a Web page escorting etc
ndash 1048713 The librarian provided help with any technical difficulties
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull PROVIDING INFORMATION 提供信息
ndash 1048713 Heshe identified authoritative information appropriate for my need and interest
ndash 1048713 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction Didnrsquot rush me by pushing too much information
ndash 1048713 Cited the source of the information
ndash 1048713 Asked if I wanted to be shown more sources
ndash 1048713 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull FOLLOW-UP 随访
ndash 1048713 Asked if the information found answered my question to my satisfaction
ndash 1048713 Asked if I had any other questions
ndash 1048713 Encouraged me to use the service again
ndash 1048713 Thanked me
ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Required Reading 必读bull Promoting information problem solving in digital
reference responses 促进用数字参考答复解决信息问题Abby Kasowitz httpwwwvrdorgtrainingipsshtmlSuggestions for how the Big6 information literacy model can be promoted within a virtual reference environment 关于 Big6 信息素养模式在虚拟参考环境试用的建议
bull Introduction to Information Literacy (ACRL)信息素养入门
A concise introduction to information literacy 简明介绍信息素养
Activities活动
bull Prepare for your Secret Patron activity designed to help you look at virtual reference transactions from the userrsquos 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
bull 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
bull 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
bull 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
bull Participate in this weekrsquos online meeting on Information Literacy in Virtual Reference Wersquoll use the 247 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 weeks readings and activities in preparation for the online meeting
Assignments任务
bull Read the articles or visit the Web sites above that are marked ldquoRequiredrdquo
bull Participate actively in this weekrsquos online meeting on Information Literacy At the pre-scheduled date and time click on the 247 REF LOGON button and use the Meeting Key provided by the trainers
bull 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
Recommended Reading推荐阅读
bull Chat Reference A Guide to Live Virtual Reference ServicesJana Smith RonanLibraries Unlimited 2003Read Chapter 9 The Reference Interview Onlineldquo
bull Conducting the Reference InterviewCatherine S Ross et alNeal-Schuman 2002Read Chapter 6 Performing the Reference Interview in an Electronic Environment
bull An Unobtrusive Evaluation of Online Real Time Library Reference ServicesNeal Kaske and Julie Arnold An important example of secret observer activity
bull The Virtual Reference Librarians HandbookAnne G LipowNeal-Schuman 2003
Read Chapter 4 Transfer What You Know to What You Do
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull Library visited图书馆名 ______________________________________________ bull DateTime日期 时间 __________________________________________________ bull Scenario used使用方案 ________________________________________________
bull SETTING THE TONE 确定基调
ndash 1048713 The librarian greeted me personally and used my name when appropriate
ndash 1048713 It was clear that heshe was interested in my query and ready to provide assistance
ndash 1048713 Heshe thoughtfully integrated any scripted messages into the transaction
bull GETTING THE QUESTION STRAIGHT 明确问题bull The librarian clarified my question using
ndash 1048713 An open question
ndash 1048713 A closed question
ndash 1048713 Both open and closed questions
ndash 1048713 Did not clarify my question
VIRTUAL REFERENCE TRANSACTION CHECKLIST
虚拟参考事务清单bull KEEPING ME INFORMED 介绍
ndash 1048713 Heshe asked me whether I wanted to see how to find the answer
ndash 1048713 The librarianrsquos responses were clear easy to read and free of library jargon or personal opinion
ndash 1048713 The librarian kept me informed about hisher progress in finding an answer providing a time estimate when needed
ndash 1048713 Heshe let me know what he was doing eg still looking pushing a Web page escorting etc
ndash 1048713 The librarian provided help with any technical difficulties
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull PROVIDING INFORMATION 提供信息
ndash 1048713 Heshe identified authoritative information appropriate for my need and interest
ndash 1048713 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction Didnrsquot rush me by pushing too much information
ndash 1048713 Cited the source of the information
ndash 1048713 Asked if I wanted to be shown more sources
ndash 1048713 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull FOLLOW-UP 随访
ndash 1048713 Asked if the information found answered my question to my satisfaction
ndash 1048713 Asked if I had any other questions
ndash 1048713 Encouraged me to use the service again
ndash 1048713 Thanked me
ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Activities活动
bull Prepare for your Secret Patron activity designed to help you look at virtual reference transactions from the userrsquos 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
bull 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
bull 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
bull 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
bull Participate in this weekrsquos online meeting on Information Literacy in Virtual Reference Wersquoll use the 247 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 weeks readings and activities in preparation for the online meeting
Assignments任务
bull Read the articles or visit the Web sites above that are marked ldquoRequiredrdquo
bull Participate actively in this weekrsquos online meeting on Information Literacy At the pre-scheduled date and time click on the 247 REF LOGON button and use the Meeting Key provided by the trainers
bull 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
Recommended Reading推荐阅读
bull Chat Reference A Guide to Live Virtual Reference ServicesJana Smith RonanLibraries Unlimited 2003Read Chapter 9 The Reference Interview Onlineldquo
bull Conducting the Reference InterviewCatherine S Ross et alNeal-Schuman 2002Read Chapter 6 Performing the Reference Interview in an Electronic Environment
bull An Unobtrusive Evaluation of Online Real Time Library Reference ServicesNeal Kaske and Julie Arnold An important example of secret observer activity
bull The Virtual Reference Librarians HandbookAnne G LipowNeal-Schuman 2003
Read Chapter 4 Transfer What You Know to What You Do
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull Library visited图书馆名 ______________________________________________ bull DateTime日期 时间 __________________________________________________ bull Scenario used使用方案 ________________________________________________
bull SETTING THE TONE 确定基调
ndash 1048713 The librarian greeted me personally and used my name when appropriate
ndash 1048713 It was clear that heshe was interested in my query and ready to provide assistance
ndash 1048713 Heshe thoughtfully integrated any scripted messages into the transaction
bull GETTING THE QUESTION STRAIGHT 明确问题bull The librarian clarified my question using
ndash 1048713 An open question
ndash 1048713 A closed question
ndash 1048713 Both open and closed questions
ndash 1048713 Did not clarify my question
VIRTUAL REFERENCE TRANSACTION CHECKLIST
虚拟参考事务清单bull KEEPING ME INFORMED 介绍
ndash 1048713 Heshe asked me whether I wanted to see how to find the answer
ndash 1048713 The librarianrsquos responses were clear easy to read and free of library jargon or personal opinion
ndash 1048713 The librarian kept me informed about hisher progress in finding an answer providing a time estimate when needed
ndash 1048713 Heshe let me know what he was doing eg still looking pushing a Web page escorting etc
ndash 1048713 The librarian provided help with any technical difficulties
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull PROVIDING INFORMATION 提供信息
ndash 1048713 Heshe identified authoritative information appropriate for my need and interest
ndash 1048713 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction Didnrsquot rush me by pushing too much information
ndash 1048713 Cited the source of the information
ndash 1048713 Asked if I wanted to be shown more sources
ndash 1048713 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull FOLLOW-UP 随访
ndash 1048713 Asked if the information found answered my question to my satisfaction
ndash 1048713 Asked if I had any other questions
ndash 1048713 Encouraged me to use the service again
ndash 1048713 Thanked me
ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Assignments任务
bull Read the articles or visit the Web sites above that are marked ldquoRequiredrdquo
bull Participate actively in this weekrsquos online meeting on Information Literacy At the pre-scheduled date and time click on the 247 REF LOGON button and use the Meeting Key provided by the trainers
bull 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
Recommended Reading推荐阅读
bull Chat Reference A Guide to Live Virtual Reference ServicesJana Smith RonanLibraries Unlimited 2003Read Chapter 9 The Reference Interview Onlineldquo
bull Conducting the Reference InterviewCatherine S Ross et alNeal-Schuman 2002Read Chapter 6 Performing the Reference Interview in an Electronic Environment
bull An Unobtrusive Evaluation of Online Real Time Library Reference ServicesNeal Kaske and Julie Arnold An important example of secret observer activity
bull The Virtual Reference Librarians HandbookAnne G LipowNeal-Schuman 2003
Read Chapter 4 Transfer What You Know to What You Do
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull Library visited图书馆名 ______________________________________________ bull DateTime日期 时间 __________________________________________________ bull Scenario used使用方案 ________________________________________________
bull SETTING THE TONE 确定基调
ndash 1048713 The librarian greeted me personally and used my name when appropriate
ndash 1048713 It was clear that heshe was interested in my query and ready to provide assistance
ndash 1048713 Heshe thoughtfully integrated any scripted messages into the transaction
bull GETTING THE QUESTION STRAIGHT 明确问题bull The librarian clarified my question using
ndash 1048713 An open question
ndash 1048713 A closed question
ndash 1048713 Both open and closed questions
ndash 1048713 Did not clarify my question
VIRTUAL REFERENCE TRANSACTION CHECKLIST
虚拟参考事务清单bull KEEPING ME INFORMED 介绍
ndash 1048713 Heshe asked me whether I wanted to see how to find the answer
ndash 1048713 The librarianrsquos responses were clear easy to read and free of library jargon or personal opinion
ndash 1048713 The librarian kept me informed about hisher progress in finding an answer providing a time estimate when needed
ndash 1048713 Heshe let me know what he was doing eg still looking pushing a Web page escorting etc
ndash 1048713 The librarian provided help with any technical difficulties
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull PROVIDING INFORMATION 提供信息
ndash 1048713 Heshe identified authoritative information appropriate for my need and interest
ndash 1048713 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction Didnrsquot rush me by pushing too much information
ndash 1048713 Cited the source of the information
ndash 1048713 Asked if I wanted to be shown more sources
ndash 1048713 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull FOLLOW-UP 随访
ndash 1048713 Asked if the information found answered my question to my satisfaction
ndash 1048713 Asked if I had any other questions
ndash 1048713 Encouraged me to use the service again
ndash 1048713 Thanked me
ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Recommended Reading推荐阅读
bull Chat Reference A Guide to Live Virtual Reference ServicesJana Smith RonanLibraries Unlimited 2003Read Chapter 9 The Reference Interview Onlineldquo
bull Conducting the Reference InterviewCatherine S Ross et alNeal-Schuman 2002Read Chapter 6 Performing the Reference Interview in an Electronic Environment
bull An Unobtrusive Evaluation of Online Real Time Library Reference ServicesNeal Kaske and Julie Arnold An important example of secret observer activity
bull The Virtual Reference Librarians HandbookAnne G LipowNeal-Schuman 2003
Read Chapter 4 Transfer What You Know to What You Do
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull Library visited图书馆名 ______________________________________________ bull DateTime日期 时间 __________________________________________________ bull Scenario used使用方案 ________________________________________________
bull SETTING THE TONE 确定基调
ndash 1048713 The librarian greeted me personally and used my name when appropriate
ndash 1048713 It was clear that heshe was interested in my query and ready to provide assistance
ndash 1048713 Heshe thoughtfully integrated any scripted messages into the transaction
bull GETTING THE QUESTION STRAIGHT 明确问题bull The librarian clarified my question using
ndash 1048713 An open question
ndash 1048713 A closed question
ndash 1048713 Both open and closed questions
ndash 1048713 Did not clarify my question
VIRTUAL REFERENCE TRANSACTION CHECKLIST
虚拟参考事务清单bull KEEPING ME INFORMED 介绍
ndash 1048713 Heshe asked me whether I wanted to see how to find the answer
ndash 1048713 The librarianrsquos responses were clear easy to read and free of library jargon or personal opinion
ndash 1048713 The librarian kept me informed about hisher progress in finding an answer providing a time estimate when needed
ndash 1048713 Heshe let me know what he was doing eg still looking pushing a Web page escorting etc
ndash 1048713 The librarian provided help with any technical difficulties
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull PROVIDING INFORMATION 提供信息
ndash 1048713 Heshe identified authoritative information appropriate for my need and interest
ndash 1048713 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction Didnrsquot rush me by pushing too much information
ndash 1048713 Cited the source of the information
ndash 1048713 Asked if I wanted to be shown more sources
ndash 1048713 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull FOLLOW-UP 随访
ndash 1048713 Asked if the information found answered my question to my satisfaction
ndash 1048713 Asked if I had any other questions
ndash 1048713 Encouraged me to use the service again
ndash 1048713 Thanked me
ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull Library visited图书馆名 ______________________________________________ bull DateTime日期 时间 __________________________________________________ bull Scenario used使用方案 ________________________________________________
bull SETTING THE TONE 确定基调
ndash 1048713 The librarian greeted me personally and used my name when appropriate
ndash 1048713 It was clear that heshe was interested in my query and ready to provide assistance
ndash 1048713 Heshe thoughtfully integrated any scripted messages into the transaction
bull GETTING THE QUESTION STRAIGHT 明确问题bull The librarian clarified my question using
ndash 1048713 An open question
ndash 1048713 A closed question
ndash 1048713 Both open and closed questions
ndash 1048713 Did not clarify my question
VIRTUAL REFERENCE TRANSACTION CHECKLIST
虚拟参考事务清单bull KEEPING ME INFORMED 介绍
ndash 1048713 Heshe asked me whether I wanted to see how to find the answer
ndash 1048713 The librarianrsquos responses were clear easy to read and free of library jargon or personal opinion
ndash 1048713 The librarian kept me informed about hisher progress in finding an answer providing a time estimate when needed
ndash 1048713 Heshe let me know what he was doing eg still looking pushing a Web page escorting etc
ndash 1048713 The librarian provided help with any technical difficulties
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull PROVIDING INFORMATION 提供信息
ndash 1048713 Heshe identified authoritative information appropriate for my need and interest
ndash 1048713 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction Didnrsquot rush me by pushing too much information
ndash 1048713 Cited the source of the information
ndash 1048713 Asked if I wanted to be shown more sources
ndash 1048713 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull FOLLOW-UP 随访
ndash 1048713 Asked if the information found answered my question to my satisfaction
ndash 1048713 Asked if I had any other questions
ndash 1048713 Encouraged me to use the service again
ndash 1048713 Thanked me
ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
VIRTUAL REFERENCE TRANSACTION CHECKLIST
虚拟参考事务清单bull KEEPING ME INFORMED 介绍
ndash 1048713 Heshe asked me whether I wanted to see how to find the answer
ndash 1048713 The librarianrsquos responses were clear easy to read and free of library jargon or personal opinion
ndash 1048713 The librarian kept me informed about hisher progress in finding an answer providing a time estimate when needed
ndash 1048713 Heshe let me know what he was doing eg still looking pushing a Web page escorting etc
ndash 1048713 The librarian provided help with any technical difficulties
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull PROVIDING INFORMATION 提供信息
ndash 1048713 Heshe identified authoritative information appropriate for my need and interest
ndash 1048713 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction Didnrsquot rush me by pushing too much information
ndash 1048713 Cited the source of the information
ndash 1048713 Asked if I wanted to be shown more sources
ndash 1048713 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull FOLLOW-UP 随访
ndash 1048713 Asked if the information found answered my question to my satisfaction
ndash 1048713 Asked if I had any other questions
ndash 1048713 Encouraged me to use the service again
ndash 1048713 Thanked me
ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull PROVIDING INFORMATION 提供信息
ndash 1048713 Heshe identified authoritative information appropriate for my need and interest
ndash 1048713 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction Didnrsquot rush me by pushing too much information
ndash 1048713 Cited the source of the information
ndash 1048713 Asked if I wanted to be shown more sources
ndash 1048713 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull FOLLOW-UP 随访
ndash 1048713 Asked if the information found answered my question to my satisfaction
ndash 1048713 Asked if I had any other questions
ndash 1048713 Encouraged me to use the service again
ndash 1048713 Thanked me
ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Virtual Reference Transaction Checklist 虚拟参考事务清单
bull FOLLOW-UP 随访
ndash 1048713 Asked if the information found answered my question to my satisfaction
ndash 1048713 Asked if I had any other questions
ndash 1048713 Encouraged me to use the service again
ndash 1048713 Thanked me
ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Virtual Reference Transaction Checklist 虚拟参考事务清单
ndash 1048713 My other comments about the reference transaction arehellip 我的意见
bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上
ndash bull What was your overall impression as a patron of the service you received
ndash bull Which of the three interactions did you think was the most effective Least effective Why
ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest
ndash bull As a patron did you discover anything new or unexpected
ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript
ndash bull What did you learn that you want to remember when you are providing virtual reference services
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-
Another Example另一个例子
bull Six self-paced modules cover the reference process with resource links exercises and quizzes
六个自定进度的模块包括整个参考过程源文件连接联系和测验
bull httpwwwolcorgore
- Third Week The Reference Interview 第三周参考访问
- Required Reading 必读
- Activities 活动
- Assignments 任务
- Recommended Reading 推荐阅读
- Virtual Reference Transaction Checklist虚拟参考事务清单
- VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单
- Slide 9
- Slide 10
- Slide 11
- Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动
- Another Example 另一个例子
-