Refresher Training

Outcomes

 

Tips and Tricks with Working with Difficult Customers on Chat:  June 2018

Registration:  http://askusnow.info/staff/training/registration

When:

  1. Tuesday, 6/19/18, 2-3 pm 
  2. Wednesday, 6/20/18, 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

Have you recently helped out a chat customer who projected out their frustrations towards you?  Maybe the customer challenged your expertise?  Or was directly profane or abusive towards you?  In this one-hour webinar, be ready to learn about the tips and tricks that will help you work with the most difficult of customers on chat.  Tips and tricks from the attendees will be greatly appreciated too.           

  • Resolve the customers’ library service issues with empathy, compassion, and care.
  • Get buy-in from the customers about why your research help is the best help.
  • Determine when to continue or end chats with customers who are profane or abusive towards you.

 

Mitigating Microaggressions in Virtual Reference:  February 2018

Slides:  They are unavailable at this time.

Microaggression Examples:  Please don't state the following lines to customers on chat (Yes, these rarely happen, but unfortunately were from the virtual words of chat librarians.)

  • Microinvalidations
    • Because you are doing research on Nelson Mandela, the best resources will be found on the UN and Nobel Prize websites.  The UN did create his International Day and he did win that ultimate prize after all.
    • But I already have these resources, I think.  
    • Well if you need more resources, go to http://www.yippy.com/.  There may be more UN and Nobel Prize websites too.
  • Assume User's Search Independence:
    • I did a Google search for "Grace Hopper" and got a result from Yale University:  https://president.yale.edu/biography-grace-murray-hopper
    • That type of search should work.
    • Your local library should have books too on Grace Hopper.  Just do the same search.  You'll be just fine.
    • Your school librarian will probably help too.
    • But my school librarian asked me to go on chat.
    • That's great.  Is there anything else that I can help you with today?
  • Call Out The Customer:
    • What do you actually want to read about unicorns?  Fiction?  Nonfiction?  Am I anywhere close?
    • Fiction books about unicorn.
    • Ok that's way clearer than before.

How is the Librarian microaggressing?

  • Poor listening skills, especially to how the customers are reacting.  
  • Few resources given, and when given are either too specific or too broad.
  • Going on the chat defensive (i.e. putting blame on the customer).

What could be stated each example to not microaggress?

  • I suggest starting with this resource from the United Nations about Nelson Mandela's accomplishments that led to improving peace in South Africa:  http://www.un.org/en/events/mandeladay/. 
    • Please review the resource and let me know if it helps, and also leads to more resources.  Thanks!
  • Yippy, a search engine that finds search results from multiple search engines, will lead to resources about Grace Hopper. 
    • This search for "Grace Hopper Military Accomplishments" leads to.mil websites that will focus more on her time in the Navy:  grace hopper military accomplishments:  https://bit.ly/2JCNQbS. 
    • There should be two websites to review.  Please let me know if you see them.  I will stand by to let you review them.  Thanks!
  • Please tell me more about what you would like to read about unicorns?
    • Do you want to read about unicorns for fun?
    • Or are the unicorn books need for a school assignment?  If yes, then I can provide a list of books that fit your assignment.  
    • I look forward to providing some great unicorn reads for you.  

The examples will turn into a PDF and/or slides regardless of if February's slides can be recovered.  Thanks for your patience on this tech issue.  

 

Digital Collections:  Search, Instruct, and Include in Chat Reference:  February 2018

Recording:  http://bit.ly/2pgnxQM  

Handouthttp://askusnow.info/staff/sites/default/files/Handout_DigitalCollectionsTraining_AUN.pdf    

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

When:

  1. Wednesday, 2/14/18, 2-3:30 pm 
  2. Wednesday, 2/28/18, 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

Digital collections complement a library’s printed and online resources.  Librarians are accustomed to teaching customers how to use their own library’s resources, but what happens when we want to teach customers about digital collections that will also enhance their reference and information needs?  Are we prepared to search, instruct, and include digital collections in chat reference?  Training participants will receive an informative, interactive, and hands-on training experience about digital collections.     

  • Successfully search different types of digital collections.
  • Teach chat customers how to search in the digital collections.
  • Decide when to balance digital collections with library resources in chat sessions.

 

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.