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Title: http://vrstrain.spl.org/third.htm

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Third Week The Reference Interview???????

Objectives To look at the real-time online
reference interview from the user's perspective.
To explore how information literacy concepts can
be applied.
??????????????????,??????????????

3
Required Reading ??

4
Activities??

Prepare for your Secret Patron activity,
designed to help you look at virtual reference
transactions from the users perspective. First,
read the overview of the activity then read the
Reference Guidelines developed by RUSA. Think
about how these guidelines apply in the chat
environment.
Read the Secret Patron scenario that the trainers
e-mail to you. Think about how this patron would
interact with the librarian. Get ready to assume
this role.
In addition to the scenario, the trainers will
send to you a list of three virtual reference
services to visit. Use the VRS directory to link
to the three Web sites.
Visit the three assigned VRS sites. Use your
Secret Patron scenario to ask your questions.
Then use the Transaction Checklist to evaluate
your experience as a patron.
Participate in this weeks online meeting on
Information Literacy in Virtual Reference. Well
use the 24/7 Online Meeting software. The
trainers will send date, time, and instructions
to you by e-mail. Remember the Norms for Online
Meetings. Take time to think and reflect on this
week's readings and activities in preparation for
the online meeting.

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Assignments??

Read the articles or visit the Web sites above
that are marked Required.
Participate actively in this weeks online
meeting on Information Literacy. At the
pre-scheduled date and time, click on the 24/7
REF LOGON button and use the Meeting Key provided
by the trainers.
Summarize your impressions of your Secret Patron
activity, using these questions to frame your
summary. Post your summary to the VRS Training
listserv. What did you learn from this activity
that you want to be sure to remember when you are
providing virtual reference service?

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Recommended Reading????

Chat Reference A Guide to Live Virtual Reference
Services.Jana Smith RonanLibraries Unlimited,
2003.Read Chapter 9, "The Reference Interview
Online.
Conducting the Reference Interview.Catherine S.
Ross et alNeal-Schuman, 2002.Read Chapter 6,
"Performing the Reference Interview in an
Electronic Environment."
An Unobtrusive Evaluation of Online Real Time
Library Reference ServicesNeal Kaske and Julie
Arnold An important example of "secret observer"
activity.
The Virtual Reference Librarian's Handbook.Anne
G. LipowNeal-Schuman, 2003.
Read Chapter 4, "Transfer What You Know to
What You Do."

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Virtual Reference Transaction Checklist????????

Library visited???? _____________________________
_________________
Date/Time??/?? __________________________________
________________
Scenario used???? _______________________________
_________________
SETTING THE TONE ????
?? The librarian greeted me personally and used
my name when appropriate.
?? It was clear that he/she was interested in my
query and ready to provide assistance.
?? He/she thoughtfully integrated any scripted
messages into the transaction.
GETTING THE QUESTION STRAIGHT ????
The librarian clarified my question using
?? An open question
?? A closed question

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VIRTUAL REFERENCE TRANSACTION CHECKLIST????????

KEEPING ME INFORMED ??
?? He/she asked me whether I wanted to see how to
find the answer.
?? The librarians responses were clear, easy to
read, and free of library jargon or personal
opinion.
?? The librarian kept me informed about his/her
progress in finding an answer, providing a time
estimate when needed.
?? He/she let me know what he was doing, e.g.,
still looking, pushing a Web page, escorting,
etc.
?? The librarian provided help with any technical
difficulties.

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Virtual Reference Transaction Checklist????????

PROVIDING INFORMATION ????
?? He/she identified authoritative information
appropriate for my need and interest.
?? The librarian gave me time to determine
whether the information found actually answered
my question to my satisfaction. Didnt rush me by
pushing too much information.
?? Cited the source of the information.
?? Asked if I wanted to be shown more sources.
?? Recognized if my question needed to be
referred elsewhere or could be more effectively
answered through e-mail.

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Virtual Reference Transaction Checklist????????

FOLLOW-UP ??
?? Asked if the information found answered my
question to my satisfaction.
?? Asked if I had any other questions.
?? Encouraged me to use the service again.
?? Thanked me.
?? I was asked to evaluate my experience with the
service. This evaluation was/was not an effective
tool to express my opinion of the service.
__________________________________________

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Virtual Reference Transaction Checklist????????

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Sharing Your Experience Secret Patron Activity
???? ??????

You used the Transaction Checklist to record your
experiences with your Secret Patron interactions.
Now use these checklists to write a summary of
the activity. Here are some questions to guide
you in writing your summary. Post your summary to
the virtual reference training listserv.
???????????????????,??????????????,???????????????
?,?????????????????
What was your overall impression, as a patron,
of the service you received?
Which of the three interactions did you think
was the most effective? Least effective? Why?
What positive feedback would you give to the
staff providing the service? What improvements
would you suggest?
As a patron, did you discover anything new or
unexpected?
When did you receive the transcripts of the
interaction? Was anything added to the
transcript?
What did you learn that you want to remember
when you are providing virtual reference
services?