随时随地的答案培养使用虚拟参考的技能 vrstrain.spl/third.htm

随时随地的答案随时随地的答案

培养使用虚拟参考的技能

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Third Week The Reference Interview

第三周参考访问

Objectives To look at the real-time online reference interview from the users

perspective To explore how information literacy concepts can be applied

目的从用户的角度去看现场网上参考访问探索如何应用信息素养理论概念

Required Reading 必读bull Promoting information problem solving in digital

reference responses 促进用数字参考答复解决信息问题Abby Kasowitz httpwwwvrdorgtrainingipsshtmlSuggestions for how the Big6 information literacy model can be promoted within a virtual reference environment 关于 Big6 信息素养模式在虚拟参考环境试用的建议

bull Introduction to Information Literacy (ACRL)信息素养入门

A concise introduction to information literacy 简明介绍信息素养

Activities活动

bull Prepare for your Secret Patron activity designed to help you look at virtual reference transactions from the userrsquos 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

bull 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

bull 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

bull 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

bull Participate in this weekrsquos online meeting on Information Literacy in Virtual Reference Wersquoll use the 247 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 weeks readings and activities in preparation for the online meeting

Assignments任务

bull Read the articles or visit the Web sites above that are marked ldquoRequiredrdquo

bull Participate actively in this weekrsquos online meeting on Information Literacy At the pre-scheduled date and time click on the 247 REF LOGON button and use the Meeting Key provided by the trainers

bull 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

Recommended Reading推荐阅读

bull Chat Reference A Guide to Live Virtual Reference ServicesJana Smith RonanLibraries Unlimited 2003Read Chapter 9 The Reference Interview Onlineldquo

bull Conducting the Reference InterviewCatherine S Ross et alNeal-Schuman 2002Read Chapter 6 Performing the Reference Interview in an Electronic Environment

bull An Unobtrusive Evaluation of Online Real Time Library Reference ServicesNeal Kaske and Julie Arnold An important example of secret observer activity

bull The Virtual Reference Librarians HandbookAnne G LipowNeal-Schuman 2003

Read Chapter 4 Transfer What You Know to What You Do

Virtual Reference Transaction Checklist 虚拟参考事务清单

bull Library visited图书馆名 ______________________________________________ bull DateTime日期时间 __________________________________________________ bull Scenario used使用方案 ________________________________________________

bull SETTING THE TONE 确定基调

ndash 1048713 The librarian greeted me personally and used my name when appropriate

ndash 1048713 It was clear that heshe was interested in my query and ready to provide assistance

ndash 1048713 Heshe thoughtfully integrated any scripted messages into the transaction

bull GETTING THE QUESTION STRAIGHT 明确问题bull The librarian clarified my question using

ndash 1048713 An open question

ndash 1048713 A closed question

ndash 1048713 Both open and closed questions

ndash 1048713 Did not clarify my question

VIRTUAL REFERENCE TRANSACTION CHECKLIST

虚拟参考事务清单bull KEEPING ME INFORMED 介绍

ndash 1048713 Heshe asked me whether I wanted to see how to find the answer

ndash 1048713 The librarianrsquos responses were clear easy to read and free of library jargon or personal opinion

ndash 1048713 The librarian kept me informed about hisher progress in finding an answer providing a time estimate when needed

ndash 1048713 Heshe let me know what he was doing eg still looking pushing a Web page escorting etc

ndash 1048713 The librarian provided help with any technical difficulties


bull PROVIDING INFORMATION 提供信息

ndash 1048713 Heshe identified authoritative information appropriate for my need and interest

ndash 1048713 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction Didnrsquot rush me by pushing too much information

ndash 1048713 Cited the source of the information

ndash 1048713 Asked if I wanted to be shown more sources

ndash 1048713 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail


bull FOLLOW-UP 随访

ndash 1048713 Asked if the information found answered my question to my satisfaction

ndash 1048713 Asked if I had any other questions

ndash 1048713 Encouraged me to use the service again

ndash 1048713 Thanked me

ndash 1048713 I was asked to evaluate my experience with the service This evaluation waswas not an effective tool to express my opinion of the service __________________________________________


ndash 1048713 My other comments about the reference transaction arehellip 我的意见

bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Sharing Your Experience Secret Patron Activity 经验分享秘密顾客活动

bull 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 您用事务清单记录了您和您秘密顾客的经验现在用这个清单写一个活动总结一下是一些知道您写总结的一些问题把您的总结贴到虚拟参考培训网站上

ndash bull What was your overall impression as a patron of the service you received

ndash bull Which of the three interactions did you think was the most effective Least effective Why

ndash bull What positive feedback would you give to the staff providing the service What improvements would you suggest

ndash bull As a patron did you discover anything new or unexpected

ndash bull When did you receive the transcripts of the interaction Was anything added to the transcript

ndash bull What did you learn that you want to remember when you are providing virtual reference services

Another Example另一个例子

bull Six self-paced modules cover the reference process with resource links exercises and quizzes

六个自定进度的模块包括整个参考过程源文件连接联系和测验

bull httpwwwolcorgore

Third Week The Reference Interview 第三周参考访问

Required Reading 必读

Activities 活动

Assignments 任务

Recommended Reading 推荐阅读

Virtual Reference Transaction Checklist虚拟参考事务清单

VIRTUAL REFERENCE TRANSACTION CHECKLIST 虚拟参考事务清单

Slide 9

Slide 10

Slide 11


Another Example 另一个例子

Third Week The Reference Interview

第三周参考访问

Objectives To look at the real-time online reference interview from the users

perspective To explore how information literacy concepts can be applied

目的从用户的角度去看现场网上参考访问探索如何应用信息素养理论概念





Activities活动






Assignments任务












































bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________















Activities 活动

Assignments 任务




Slide 9

Slide 10

Slide 11







Activities活动






Assignments任务












































bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________















Activities 活动

Assignments 任务




Slide 9

Slide 10

Slide 11



Assignments任务












































bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________















Activities 活动

Assignments 任务




Slide 9

Slide 10

Slide 11











































bull ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________















Activities 活动

Assignments 任务




Slide 9

Slide 10

Slide 11

















Activities 活动

Assignments 任务




Slide 9

Slide 10

Slide 11



随时随地的答案 培养使用虚拟参考的技能 vrstrain.spl/third.htm

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随时随地的答案培养使用虚拟参考的技能 vrstrain.spl/third.htm