Virtual Reference Training II

We are approaching the third training this month for Advanced Virtual Reference Librarianship. This training did not touch on the software, but moreso on the process (virtual reference interviews, chat etiquette, evaluating your own transcripts, and advanced search techniques). It was quite successful and we received fairly positive reviews from staff. We still have one more training on January 26th. Still, staff concerns continue to be carving out time for practicing in the 24/7 interface and using the new techniques they learned at advanced training. Here is a rough outline of what the training consisted of:

1) Implementation schedule of the service
We are opening up the service on Feb 1 and the 24/7 collaborative will answer questions for us until the 14th when are staff incrementally begins their shifts. Susan and I felt that it would be based to add more and more staff to the virtual desk so that by the end of the month we are fully staffing our 35 hours of global and local coverage. This way we can provide support to staff as they log in to their shifts.

2) A laminated "cheat sheet" was distributed to each staff member. This was developed by a member of the 24/7 collaborative and shared amount members. It is a job aide that will assist librarians in use of the software.

3) The life of a Virtual Reference Question. Susan V created a great flow chart that tracks the virtual reference transaction. Staff took some time to review it.

4) Chat etiquette and the results of a secret shopper's experience with 24/7. We analyzed transactions of virtual reference questions and discussed ways we would have handled the questions differently.