DPL VR Tools

Just a reminder that on January 9th everyone should be using the new Ask-A-Librarian link on their desktop to login to staff AskColorado. Make sure that you have version 1.5 on your desktop. The icon should look like this:

MAG contact: 720-865-1610
REF contact: 720-865-1363
WHG contact: 720-865-1821
HOYT contact: 720-865-1312
CHL contact: 720-865-1306
WIS/ILL/CDO/ACCESS SERVICES contact: 720-865-1718
BVL contact: 303-935-0616
UNH contact: 303-757-2714
FIE contact: 303-777-2301
CRK contact: 303-331-4016
VAL contact: 303-295-4302
CRK contact: 303-331-4016
SCH contact: 720-865-0000
SMI contact: 303-477-3622

These are some of the scripts that used to be available in SmartyPants. Only the scripts that were deemed most useful for AskColorado or were not duplicated in AskColorado were carried over. Feel free to copy these scripts into your list of save chat scripts.

Email Referral: I will forward your request to our email reference service, and a librarian will respond to you within two business days.

GetEmailAddress: I need to get your email address before I forward your question to our email reference service.

NavigateDisconnect: If you get a pop-up message about navigating away from this page, please click on Cancel, so you aren't disconnected from our session.

Genealogy Referral: At this time, we can not accommodate requests for complex genealogical research. Please contact a member of the Colorado Chapter of the Association of Professional Genealogists (CAPG) at http://www.apgen.org/localchapters/colorado/index.html for in-depth genealogy research.

Have a card?: Do you have a Denver Public Library card? If so, you can access this database any time to search for more information in the future.

The Virtual Reference Committee outlined the following four aspects of providing virtual reference service that librarians need to have a high degree of competency with in order to provide excellent customer service through the virtual reference mode of communication.


The Virtual Reference Software:
This competency is being redeveloped to reflect the Ask A Librarian software

Online Reference Interviewing Skills:
Outcomes:
1. Effective communication between staff and customer to ensure quality customer service

Competency Level: Mastery in all Categories

Categories
Greet Customer

1. Use of scripted message
2. Skill at Interpersonal Communication

a. Listening – Comprehension of question
b. Clarification –Specifics of question
c. Netiquette –

Search process explanation

Response quality– length, tone, speed, courtesy

Use of standard electronic communication practices, e.g.emoticons, capital letters

Judgement

1. Determination of time spent on question – too much/not enough
2. Avoidance of assumptions

a. Who is the customer; reason for inquiry
b. Type of question – legitimate vs. prank

3. Clarification of customer satisfaction

a. Amount of information
b. Answer to question
c. Confirmation of end of session

4. Conduct appropriate referrals

a. Librarian vs. customer action

5. Verification of customer satisfaction

Accuracy

1. Use of authoritative resources

a. Knowledge of databases
b. Use of disclaimer on non-authoritative information
c. Consultation with colleagues
d. Verification of information using multiple resources

Closing

1. Verification that the question has been answered
2. Offer further assistance
3. Use of correct closing language

Using Denver Public Library's Subscription Databases:
Outcomes:
1. Effective and efficient use of electronic resources to provide quality customer service.
2. Ability to explain and instruct customers in the use of electronic resources

Competency Level: Mastery in all categories

Categories:
CARLWeb
Reference module:

Utilize:

a. Quick searches
b. Placing holds
c. Advanced, proximity, adjacency, Boolean, truncation, and wildcard operators
d. Limiting with qterms
e. Marc records
f. CARLWeb navigation buttons
g. Personal lists

1. email list
2. batch holds
3. save to disk
4. print/display list

h. Additional types of searches
i. Linking function – URL’s, Subject Headings, Search histories, Prospector, Government docs, AskColorado
j. Enhanced information – Table of Contents, Author info, character info, reviews, movie previews

Circulation module:

Utilize

1. My Library Card function:

a. cancel holds
b. check hold status
c. fines
d. renew

2. Knowledge of how to protect patron privacy

E-Resources
(universally applicable to all e-resources and databases)

1. Effectively select search terms
2. Identify appropriate resources for individual questions

a. Databases
b. Books
c. Internet Search Engines

3. Knowledge of content available databases

a. Core Group
b. Specialized Group

4. Utilize advanced searching techniques

a. Boolean, proximity, adjacency, phrase searching
b. Cross-field, controlled vocabulary

5. Utilize database features

a. Email the records, when allowed
b. List building
c. Printing

Windows Keyboard, Mouse, Desktop Skills:
Outcomes:
1. Effective and Efficient use of the computer operating system

Competency Level: Mastery in all Categories

Categories:
Terminology

1. Knowledge of standard Windows terms and ability to use them in communication

Taskbar

1. Identification of taskbar on screen

Manipulation of the taskbar

a. Move it to the side/recover
b. Show/hide

Manipulation of Programs

a. Open/close
b. View

Desktop

1. Save/delete a computer file(webpage, doc, audio, PDF,.exe) to the desktop

Shortcuts

Minimize/maximize
Copy / Paste / Cut
Delete
Toggling between pages

Mouse Use

1. Ability to utilize:

a. Single vs. double clicking
b. Right clicking
c. Taskbar

1. Start button
2. Program button
3. Empty part of taskbar

d. Desktop
e. Left Clicking

1. Highlight, drag and drop

f. Sizing of window frames and features

Using the Online Forms
Online forms on DPL's site (such as the Library Card Registration form, Send Comments, or register for certain Fresh City Life events) cannot be submitted through AskColorado.

It's a technical problem that cannot be easily resolved (if at all.)

So, you can show your customer where the form is and either ask them to open a new browser window to fill out the form, or let them know they'll need to fill out the form on their own after ending the AskColo session.

Janet
Web Information Services

Database Access
Since the online forms function isn't working, which prevents the librarian or customer from entering a library card number to access the databases, you will need to go through the alternative A-Z database list.

http://denverlibrary.org/research/az.html

Susie Whiteford
AskColorado VR Rep for Denver Public Library
General Reference
720-865-1363 or 720-865-1346
swhitefo@denverlibrary.org

Mary Mouton
DNS
720-865-1175
mmouton@denver.lib.co.us

DNSSolveIT (This link only works from within the library)


Kris Johnson
AskColorado Coordinator
Colorado State Library
Colorado Department of Education
201 E. Colfax Avenue
Denver, CO 80204
303-866-6922
johnson_k@cde.state.co.us

AskColorado Technical Issues FAQ
http://www.aclin.org/reference/work/techissues.html