DPL VR Tools

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