QP at CUNY: Staff Wiki

 

Training

Page history last edited by Stephen Francoeur 1 yr ago

  1. 2008 July 16
    1. Location
    2. Resources
    3. Attendees (expected)
    4. Agenda
  2. 2008 February 4
    1. Location
    1. Resources
    2. Agenda
  3. 2007 October 25
    1. Location
    1. Resources
    1. Attendees
    2. Agenda
  4. 2006 December 12
    1. Location
    1. Resources
    2. Attendees
    1. Agenda

2008 July 16

 

Location

Baruch College, Newman Library, Room 135

10 am - 12 noon

 

Resources

 

Attendees (expected)

  • Baruch
    • Stephen Francoeur
    • Joseph Hartnett
    • Louise Klusek
    • Linda Rath
    • Brian Ross
    • Christopher Tuthill
  • BMCC
    • Dan Dubei
    • Robert Farrell
    • Flor Hernandez
    • Phyllis Niles
    • Linda Wadas
  • Brooklyn
    • Jocelyn Berger-Barrera
    • Paraskeva Dimova-Angelov
  • Grad Center
    • Michael Adams
    • Scott Johnston
    • Polly Thistlethewaite
  • Hunter
    • Tony Doyle
    • Brian Lym
    • Clay Williams
  • John Jay
    • Ellen Belcher

Agenda

  • Practice being chat patrons
  • Reference interview practice (using chat on SandBox page on this wiki)
    • "I need to find information about globalization."
  • Discussion of real chat transcripts

 

2008 February 4

 

Location

BMCC Library

Monday, February 4, 2008

 

Resources

QP at CUNY: Staff Wiki

Agenda

 

  • Practice launching chat
  • Practice answering chat
  • Show policy page link
  • Discuss how the coop works
  • Review Best Practices document
    • picking up the patron
      • asterisk next to patron name
    • greeting the patron
      • set up personal greeting scripts for CUNY and for coop patrons
    • reference interview/resource selection
      • recommend databases that the patron has access to at his/her library (not yours)
    • provide professional level search assistance
      • give them boolean search queries instead of list of keyword
    • interpersonal skills
      • set the pace of the session
      • always assume the best intentions of the patron (friendly online communication is hard!)
      • don't leave to patron too long
      • don't send large blocks of text
      • work hard to express interest and empathy
    • concluding the session
      • what the resolution codes mean
      • how resolution codes affect status of question
      • be liberal in applying the "followup by patron's library"
      • move the question, not the patron
  • Review Tackling Tough Questions document

 

 

2007 October 25

 

Location

John Jay College Library

Thursday, October 25, 2007

10:00 am - 2:00 pm

Directions

 

Resources

 

Attendees

Trainees: 15 librarians from BMCC and John Jay

Trainers: Donna Dixon (NYLINK) and Stephen Francoeur (Baruch College)

 

Agenda

  1. Intro
    1. Handout: how QP is being used in CUNY now
    2. What we'll cover today
    3. How we'll proceed
    4. Levels of customization
      1. Personal vs institutional vs group
      2. Handouts: (1) QP subscribers (2) academic library coop (3) subscription groups vs institutions (4) QP @ CUNY
  2. Browser Settings
    1. Document in staff wiki with instructions
  3. Logging In
    1. You'll use your real user names & passwords later
    2. PRACTICE: everyone logs in
      1. On My QuestioPoint page, note "Launch Chat" and "Chat Patron Practice Form"
  4. Importance of Imagining What the Patron Sees
    1. PRACTICE: All trainees will log in as patrons to the practice queue; Stephen will be the librarian
    2. Names of buttons on patron screen
    3. Patron window can be resized
    4. Survey at close of chat
  5. Launching Chat
    1. Selecting Queues
    2. What's on your screen
    3. Customizing the screen
    4. PRACTICE: Launching chat
  6. Accepting a Chat
    1. We'll use practice queues
  7. Sending Messages
    1. Typing them in
  8. Scripts
    1. Sending them
    2. My scripts vs institution scripts vs group scripts
    3. Scripted greetings
  9. Patron Info
    1. Name, e-mail address, institution, IP address, OS, browser, co-browse compatibility
  10. Pushing pages
    1. Browser and OS compatibility
  11. Ending Chats
    1. Resolution codes
    2. PRACTICE: Accepting chats in the practice queue, chatting, sending pages, and closing chats with resolution codes
  12. Where Chats Go When They Are Finished
    1. Active vs New vs Closed questions
    2. Answering a New question
    3. PRACTICE: everyone answers a New question
  13. Co-browsing
    1. Checking patron info to assess potential for co-browsing
    2. Troubleshooting
    3. Authentication for databases
  14. Communication Hurdles in Chat
    1. Lack of nonverbal cues (body language, tone of voice, etc.)
    2. Handouts from Marie Radford
      1. Recommendations for Facilitating Interpersonal Communication in Virtual Reference Encounters
      2. Recommendations for Virtual Reference Encounters with Rude or Impatient Clients
    3. Don't assume users are rude
  15. Intro to Chat in a Cooperative Environment
    1. Never assume another library works the same as yours
      1. E-journals in catalog vs Serials Solutions
      2. Course reserve materials in catalog vs Docutek E-Reserves
      3. Word processing on library computers
      4. Open library access vs closed or limited library access
    2. Policy pages
    3. Library web sites
    4. Referrals
    5. Transfers
    6. Instant Messaging
  16. Policy Pages
    1. PRACTICE: How to open a policy page for a patron
  17. Library web sites
    1. Learn to recognize common elements
  18. Referrals
    1. Followup by Patron's Library
    2. Subject specialists
    3. Appropriate service point (e.g., circulation desk)
  19. Transfers
    1. Don't steal other libraries' patrons
    2. Identifying when a librarian from patron's library is online
    3. Transferring to another librarian
  20. Instant Messaging
    1. PRACTICE: Exchange IM with another librarian
  21. Review of Best Practices for 24/7 Reference Cooperative Sessions Document

 

2006 December 12

 

Location

Brooklyn College Library

Room 120

Tuesday, December 12, 2006

10:00 am - 3:00 pm

Directions

 

Resources

Attendees

Trainees: 17 librarians from Baruch, Brooklyn, Grad Center, Hunter

Trainer: Stephen Francoeur, Baruch College

 

Agenda

  1. Intro
    1. Handout: how QP is being used in CUNY now
    2. How the service will operate in January
    3. What we'll cover today
    4. How we'll proceed
    5. Levels of customization
      1. Personal vs institutional vs group
      2. Handouts: (1) QP subscribers (2) academic library coop (3) subscription groups vs institutions (4) QP @ CUNY
  2. Browser Settings
    1. Document in staff wiki with instructions
  3. Logging In
    1. You'll use your real user names & passwords later
    2. PRACTICE: everyone logs in
      1. On My QuestioPoint page, note "Launch Chat" and "Chat Patron Practice Form"
  4. Importance of Imagining What the Patron Sees
    1. PRACTICE: All trainees will log in as patrons to the practice queue; Stephen will be the librarian
    2. Names of buttons on patron screen
    3. Patron window can be resized
    4. Survey at close of chat
  5. Launching Chat
    1. Selecting Queues
    2. What's on your screen
    3. Customizing the screen
    4. PRACTICE: Launching chat
  6. Accepting a Chat
    1. We'll use practice queues
  7. Sending Messages
    1. Typing them in
  8. Scripts
    1. Sending them
    2. My scripts vs institution scripts vs group scripts
    3. Scripted greetings
  9. Patron Info
    1. Name, e-mail address, institution, IP address, OS, browser, co-browse compatibility
  10. Pushing pages
    1. Browser and OS compatibility
  11. Ending Chats
    1. Resolution codes
    2. PRACTICE: Accepting chats in the practice queue, chatting, sending pages, and closing chats with resolution codes
  12. Where Chats Go When They Are Finished
    1. Active vs New vs Closed questions
    2. Answering a New question
    3. PRACTICE: everyone answers a New question
  13. Co-browsing
    1. Checking patron info to assess potential for co-browsing
    2. Troubleshooting
    3. Authentication for databases
  14. Communication Hurdles in Chat
    1. Lack of nonverbal cues (body language, tone of voice, etc.)
    2. Handouts from Marie Radford
      1. RECOMMENDATIONS FOR FACILITATING

INTERPERSONAL COMMUNICATION IN VIRTUAL REFERENCE ENCOUNTERS

      1. RECOMMENDATIONS FOR VIRTUAL REFERENCE ENCOUNTERS

WITH RUDE OR IMPATIENT CLIENTS

    1. Don't assume users are rude
  1. Intro to Chat in a Cooperative Environment
    1. Never assume another library works the same as yours
      1. E-journals in catalog vs Serials Solutions
      2. Course reserve materials in catalog vs Docutek E-Reserves
      3. Word processing on library computers
      4. Open library access vs closed or limited library access
    2. Policy pages
    3. Library web sites
    4. Referrals
    5. Transfers
    6. Instant Messaging
  2. Policy Pages
    1. PRACTICE: How to open a policy page for a patron
  3. Library web sites
    1. Learn to recognize common elements
  4. Referrals
    1. Followup by Patron's Library
    2. Subject specialists
    3. Appropriate service point (e.g., circulation desk)
  5. Transfers
    1. Don't steal other libraries' patrons
    2. Identifying when a librarian from patron's library is online
    3. Transferring to another librarian
  6. Instant Messaging
    1. PRACTICE: Exchange IM with another librarian
  7. Review of Best Practices for 24/7 Reference Cooperative Sessions Document

 

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