• Login
    View Item 
    •   The Repository@TWU Home
    • Conferences and Events
    • Cross Timbers Library Collaborative (CTLC)
    • 2020 CTLC Conference
    • Presentations
    • View Item
    •   The Repository@TWU Home
    • Conferences and Events
    • Cross Timbers Library Collaborative (CTLC)
    • 2020 CTLC Conference
    • Presentations
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Remote Reference: A Practitioner’s Guide

    Your browser does not support the video tag.
    View/Open
    Graff-Heuer-Jenkins_Video (60.31Mb)
    Graff-Heuer-Jenkins_Slides (11.11Mb)
    Date
    2020
    Author
    Graff, Rebecca
    Heuer, Megan
    Jenkins, Sarah
    Metadata
    Show full item record
    Abstract
    In recent years, the approaches to providing reference help have changed, and practitioners must learn and hone skills to keep up. While we used to respond to questions in-person and over the phone, we now add chat, texting, and video to the mix. Data from a 2019 RUSA survey show that most librarians do not feel adequately prepared to handle the newer remote reference platforms. Because of physical distancing, such competencies have become essential. After demonstrating the need for training, we will cover best practices for interacting remotely. The user’s experience of remote reference is significantly different than in-person. We will emphasize how to consider the patron’s point of view during interactions, in order to better assist them. For example, chat interactions should communicate in writing what we cannot through expression. Another aspect of ensuring excellence is consistency among staff. After determining performance standards and training staff to achieve them, quality control measures must get implemented. We will discuss ways of systematically bolstering staff’s performance when assisting patrons. Building a positive feedback loop helps to connect expectations to action. Participants will leave feeling more confident in their abilities to use different reference modes and to keep the patron’s experience in mind when providing reference remotely.
    URI
    https://hdl.handle.net/11274/12403
    Collections
    • Presentations

    DSpace software copyright © 2002-2016  DuraSpace
    Contact Us | Send Feedback
    TDL
    Theme by 
    Atmire NV
     

     

    Browse

    All of DSpaceCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsThis CollectionBy Issue DateAuthorsTitlesSubjects

    My Account

    Login

    DSpace software copyright © 2002-2016  DuraSpace
    Contact Us | Send Feedback
    TDL
    Theme by 
    Atmire NV