Getting Started with LAN Networks Getting Started with LAN Networks.
Getting Started with VR
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Transcript of Getting Started with VR
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
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
[email protected]@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