Getting Started with VR

julie strange * NARA * May 25, 2011

the benefits of virtual reference

best practices for chatting and managing

tips for getting started, getting comfortable

the evolution of communication tech

f2f

letter

telephone

fax

email

IM/chat

??

BENEFITS

BE AT THE POINT OF NEED

REDUCE TURNAROUND TIME

INCREASE ACCESSIBILITY

ENSURES RELEVANCY

BEST PRACTICES

BEST PRACTICESCHA

TTING

welcome them

listen & show interest

clarify / verify their needs

REFERENCE BEHAVIORS

keep people informed

set up expectations

find teachable moments

REFERENCE BEHAVIORS

know your (and their) options

follow up

invite them back

REFERENCE BEHAVIORS

use informal language

don’t be afraid to switch modes

provide professional assistance

REFERENCE BEHAVIORS

BEST PRACTICES

BEST PRACTICESMA

NAGEME

NT

DEVELOP POLICIES

SPREAD THE WORD

MEET REGULARLY & TALK

REVIEW TRANSCRIPTS

HAVE A TRAINING PLAN

EVALUATE

GETTING STARTED

PRACTICE, PRACTICE!

SHADOW OTHERS

... ON YOUR CUSTOMERS

HAVE CONFIDENCE

HAVE FUN

QUESTIONS?

Julie Strangestrangelibrarian.org

julie.strange@gmail.com@strnglibrarian

thank you, beach: http://www.flickr.com/photos/gi/304120801/help: http://www.flickr.com/photos/loop_oh/4541019515/customers: http://www.flickr.com/photos/revdave/431123097/car: http://www.flickr.com/photos/villes/1022232651/texting: http://www.flickr.com/photos/stephangeyer/3494488505/meet regularly: http://www.flickr.com/photos/tychay/513712600/listening: http://www.flickr.com/photos/sanfranannie/3116688849review: http://www.flickr.com/photos/wlscience/2909842089/learning: http://www.flickr.com/photos/heycoach/1197947341/yelling: http://www.flickr.com/photos/jmrosenfeld/2952999865/evaluate: http://www.flickr.com/photos/purplepick/2554134479/procedure: http://www.flickr.com/photos/cristinabe/4635930677/practice: http://www.flickr.com/photos/wwworks/3509508038/shadow: http://www.flickr.com/photos/sentinel/7588373/focus: http://www.flickr.com/photos/ihtatho/627226315/confidence: http://www.flickr.com/photos/sicoactiva/93396555good time: http://www.flickr.com/photos/davidking/2860744979/

photo credits