Virtual Reference Training
Basic Competencies

By the official service launch (January 2004) all trained staff members will possess the following online communication skills and demonstrate appropriate etiquette when interacting with patrons via chat.   

• Be concise, supportive, and cordial (without being overly familiar or chatty.) 

• Possess awareness of chat shorthand

• Verify customer contact information for the purpose of question follow-up

• Demonstrate ability to create and use pre-scripted messages during digital reference transactions 

• Demonstrate multitasking capabilities in the Windows Desktop environment

• Demonstrate ability to identify relevant online and print resources

• Demonstrate ability to conduct quick and effective search strategies in a variety of electronic database environments, including but not limited to, local library catalogs, EBSCO databases, and major Web search engines

• Demonstrate knowledge of licensing restrictions connected with the use of library databases

• Demonstrate ability to access and appropriately utilize the library policy resource page

• Conduct effective virtual reference sessions utilizing vendor software by demonstrating effective use of the following features and functions:

• co-browsing

• page-pushing

• scripts

• attaching documents and sending via email

• verifying appropriate customer contact information for follow up answers

• scanning documents

• managing the queue

• conducting effective and timely referral to other agencies in an online environment

A training schedule will be established for November-December and all librarians who will be providing Virtual Reference service will be asked to set aside two hours per week for training using 24/7 software.

 

For additional information, contact Elaine Watson, Albertsons Library, Boise State University
Email: ewatson@boisestate.edu, Tel: 208-426-1737