Refresher Training

The Best, Free Websites for National History Day (NHD) Customers:  October 2017

Recording:  http://bit.ly/2AHx9ai 

Handout:  http://askusnow.info/staff/sites/default/files/Handout_BestFreeNHDWebsite.pdf  

Slides:  http://askusnow.info/staff/sites/default/files/Final_Slides_BestFreeWebsitesforNationalHistoryDayCustomers_102617.pdf   

When:

  1. Thursday, 10/12/17, 2-3:30 pm 
  2. Thursday, 10/26/17, 2-3:30 pm 

Both training sessions are the same training session.  Please pick one or the other.  Thanks!

Location:  Blackboard Collaborate

Total CEUs:  1.5 Contact Hours

Which websites have you given to National History Day (NHD) customers?  Why do the customers like them?  What makes them accurate, authoritative, appealing, and better than similar websites?  What makes them searchable for finding primary sources?  In this interactive, online learning experience, we will share the best, free websites for NHD customers and explain why they are the best.  The trainees will:

  • Share and discuss one website that fits the criteria for evaluating websites and was (or will be) praised by the customer(s).
  • Bring back three websites that will be used in NHD chat sessions.
  • Agree on at least one lesson learned about what the best, free websites have in common.

Websites for the training:

 

eBook Questions at AskUsNow!:  July 2017

Recording:  https://sas.elluminate.com/site/external/jwsdetect/nativeplayback.jnlp?sid=2012176&psid=2017-07-18.1054.M.D76A5B5989155FEA2CF497CFD7854B.vcr

Slideshttp://askusnow.info/staff/sites/default/files/slides_072517eBookQuestionsAUN.pdf

Please review these chat sessions before the training session.  Thanks!

Handout: http://askusnow.info/staff/sites/default/files/July 2017 Ebook Takeaways.pdf  

When:

  1. Tuesday, 7/18/17, 2-3:30 pm 
  2. Tuesday, 7/25/17, 11 am-12:30 pm 

Both training sessions are the same training session.  Please pick one or the other.  Thanks!

Location:  Blackboard Collaborate

Total CEUs:  1.5 Contact Hours

Chat librarians use a wide range of reference and troubleshooting skills to introduce customers to eBook services, and resolve customers' issues with them.  In this interactive, online training session, we will review and discuss eBook chat transcripts.  By the end of the training, we will:

  1. Learn about what we can do for customers who have eBook questions during chat, and when it is best to send them to email follow-up.
  2. Bring back three reference interview strategies that can be applied to eBook questions.
  3. Agree on one lesson learned about how to satisfy the customers, regardless of if we completely answered their eBook questions.

Tackling Tough Questions will be useful to refer to during our training too!

 

The Best Free Websites to Use for Research:  Spring 2017 SLRC Conference

Handout:  http://askusnow.info/staff/sites/default/files/042617_Handout_SLRCSpringConference.pdf  

 

Answering Library Card Account Questions at AskUsNow!:  April 2017

Recording:  https://sas.elluminate.com/site/external/launch/nativeplayback.jnlp?sid=2012176&psid=2017-04-25.1120.M.D76A5B5989155FEA2CF497CFD7854B.vcr

Slides:  http://askusnow.info/staff/sites/default/files/slides_042517answeringlibrarycardaccountquestions.pdf  

Please review these chat sessions before the training session.  Thanks!

Handout: http://askusnow.info/staff/sites/default/files/2017_Library_Card_Accounts.pdf

When:

  1. Tuesday, 4/18/17, 11 am-12:30 pm 
  2. Tuesday, 4/25/17, 2-3:30 pm 

Both training sessions are the same training session.  Please pick one or the other.  Thanks!

Location:  Blackboard Collaborate

Total CEUs:  1.5 Contact Hours

AskUsNow! chat librarians are unique in that they answer a wide range of policy, access, and reference questions.  Limited access to account information makes these account questions challenging to answer.  In this interactive, online training session, we will review and discuss library card account chat transcripts.  By the end of the training, we will:

  1. Learn how to answer library card account questions with limited access to the customers' accounts.
  2. Bring back three reference interview strategies that can be applied to account questions.
  3. Agree on one lesson learned about how to satisfy the customers' account needs, regardless of if we completely answered their account questions.

 

 

The Best Free Websites for Virtual Reference Customers:  February 2017

Recording:  https://sas.elluminate.com/site/external/launch/nativeplayback.jnlp?sid=2012176&psid=2017-02-21.1125.M.D76A5B5989155FEA2CF497CFD7854B.vcr

Slides:  http://askusnow.info/staff/sites/default/files/slides_022117BestFreeWebsitesforVirtualReferenceCustomers.pdf

Handout of the Best Free Websites:  http://askusnow.info/staff/sites/default/files/Best_Free_Websites_2017.pdf  

When:

  1. Tuesday, 2/14/17, 2-3 pm 
  2. Tuesday, 2/21/17, 2-3 pm 

Both training sessions are the same training session.  Please pick one or the other.  Thanks!

Location:  Blackboard Collaborate

Total CEUs:  1 Contact Hour

Which websites have you given to virtual reference customers effectively?  Why do the customers like them?  What makes them accurate, authoritative, appealing, and better than similar websites?  In this interactive, online learning experience, we will share the best, free websites that we have given to virtual reference customers and explain why they are the best:

  1. Share and discuss one website that fits the criteria for evaluating websites, and was praised by the customer(s).
  2. Bring back three websites that you will use on a virtual reference service.
  3. Agree on at least one lesson learned about what the best, free websites have in common.

Need guidance on how to explain why a website is the best?  Please refer to this Resource Evaluation Checklist at http://askusnow.info/staff/sites/default/files/SourceEvaluationChecklist.pdf.  

Need inspiration?  Please go to the ALA RUSA's Best Free Website Index:  http://www.ala.org/rusa/awards/etsbestindex.  

 

Virtual Reference Interview in Review:  August 2016

Recordings:

Slides:  http://askusnow.info/staff/sites/default/files/slides_virtualreferenceinterviewinreview.pdf 

Please review these chat sessions before the training session.  Thanks!

Handout of the Best Practices in a Virtual Reference Interview:  http://askusnow.info/staff/sites/default/files/Virtual_Reference_Interview_Takeaways.pdf

Difficulty setting a positive tone with the customer?  Trying to get the facts about what the customer needs, but the customer won't chat?  In this interactive, online learning experience, we will discuss how to improve the virtual reference interview based off of reviewing five chat transcripts.  By the end of the training, staff will:

  1. Be aware of the "background factors" of an online library customer that make the virtual reference interview crucial and important.
  2. Bring back three model chat reference behaviors that you will use in your own chat sessions.
  3. Agree on at least one lesson learned from each, discussed chat session. 

Interested in reviewing the chat transcripts before the training?  You may access them here.  We will also provide time for attendees to review the transcripts before discussion, including a break from discussion halfway through the training.

Total CEUs:  2 Contact Hours

 

 

Virtual Reference:  Fall 2015 SLRC Conference

http://askusnow.info/staff/training/refresher/fall2015slrcconference

 

Tough Customers in Review:  July/August 2015

Recording of the 8/4/15 Training Session

Hyperlink not working?  Click OR Copy and Paste https://sas.elluminate.com/site/external/jwsdetect/nativeplayback.jnlp?sid=2012176&psid=2015-08-04.1121.M.D76A5B5989155FEA2CF497CFD7854B.vcr

Slides:  http://askusnow.info/staff/sites/default/files/slides_toughcustomersinreview.pdf

You will be asked to type in a name and email.  Sometimes an "invalid email address" message will appear.  If the message appears, still put in your email address and submit in access to the training session.  Any issues?  Contact Paul or Becca.  Thanks!

Want to find out how to answer the toughest of AskUsNow! and global chat questions?  You may be thinking of the "issues with my library card account," math, eBook, and similar types of chat questions, and you are correct!  In this interactive, online learning experience, we will discuss "model chat reference behaviors" and "virtual communication strategies" with our AskUsNow! administrators and fellow AskUsNow! chat librarians.   

What will we refer to in our discussion?  Anonymous chat transcripts...before the training, you will receive anonymous chat transcripts by email that we will use as the basis of our discussions.  With time remaining, we will take questions around the virtual room.  At the end of the training, we will have more model chat reference behaviors and virtual communications strategies that we can use during our AskUsNow! chat time. 

Please review these chat sessions before the training session.  Thanks!

 

More Refresher Trainings Available

Using QuestionPoint

Subject Specific Trainings

Archived Webinar Recordings from the Maryland State Library Resource Center (SLRC) - please log in to Blackboard Collaborative and download applications if requested.

Archived Webinar Recordings include:

  • Viewers Advisory in the Digital Age
  • Excellent Customer Service
  • Google Mostly
  • Legal Resources
  • Customer Service:  The Model Reference Behaviors
  • Math for Librarians
  • Web Resources for Research:  Finding Information on the Web

 

Previous Refresher Trainings

 

Customer Service + Interpersonal Communication (aka optional part of a Site Visit)
f2f, 1-2.5 hours

Please contact the AUN Statewide Coordinator to schedule.

 

 

 

Crisis Calls
Click to view slides and guidelines.