Training Checklist
AIM
- Download software or web interface
- Uploading buddy list
- What its for, when and how to use to use it
- How to make emoticons ;)
Software
- How to log in
- My Questionpoint page understanding the components of the page
Chat
- Settings /configure for PC and for flash monitor
- Configure flash chat settings for alerts
- Picking up a patron
- Reading the patron information and question (email address included?)
- Monitor/selecting queues
- Sending URLS
- Finding a bookmarked URL
- Co-browsing and all of its components
- Multiple patrons when to pick up another patron, how to handle multiple patrons
- Transferring patrons
- Finding policy information
- How to find, use, and create scripts
- Checking librarian tab
- Flash IM
- Verify patron email address
- Adding a note
- Closing a question choosing a resolution code, ignoring descriptive codes
- Finding help
Email
- Adding patron email address
- How to know if you have questions to attend to
- Understanding email categories questions, my questions, etc.
- Understanding alert emails
- Shared follow up what it is, ok to go in and claim a question to work on
- Finding question ID number in email, question, buzz
- Claiming a question
- How to answer a question
- How to request clarification
- Referring a question to another library
- Closing a question how and when
- What to do with a patron reply edit record in order to send an answer to patron
- Knowledge base
- Reject and recall functions
Techniques, Procedures, and Policies
- Reference interview
- Best practices - How to be nice, communicating online, techniques to appear friendly
- Knowing when to send something to follow up
- How to respond to inappropriate language
- Non-local patrons what to say to them regarding the nature of the service, your location, etc.
- Expectations of online environment anonymity and identity
- Where to learn more about best practices
- Knowing that there is support (real people)
- Homework help OSLIS, our homework portal
- L-net Service Philosophy
- L-net Service Guidelines
- Knowing how to respond to crisis calls
- Privacy policy
Background/Overview
- History origins of service, Answerland
- Funding
- Structure advisory board, Emily, Caleb, teams
- MCL administers the grant
- L-nets mission vision 2010, more recent discussion of serving underserved populations of Oregon
- Cooperative philosophy stronger together than apart, why we value collaboration
- Why we value human mediated online communication
- Value of a 24/7 service
- OCLC cooperative structure and philosophy
- Familiarity with the L-net public web site - options for chat and email, 2nd level reference, homework portal, playback machine
Participation and Collaboration
- How to find and use a policy page
- How to give feedback about service to your patrons
- How to check the schedule
- Who the partners are
- Being aware of various teams joining and participating, opportunities are open
- Awareness that librarians are working on quality issues, training, etc.
- Awareness of other kinds of patrons, college students, 5th graders, etc. knowing the resources to support all patrons
- Core competencies
- L-net profiles
- Listserv joining, posting, encouraging discussion
- Blog statistics, search and find transcripts, wiki
- Evaluation criteria and programs quality control, transcript evaluation, patron satisfaction, exit surveys
- Shared resources - statewide databases, ORBIS
- How to update your policy page (for administrators)
- Report to QP for quality (subject matter expert, then to quality) or report to L-net Administration (Caleb or Emily)
Beyond the Basics
- Knowledge base
- How to update your policy page (for administrators)
For additional training information, please see the
L-net Curriculum Outline.
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