Establishing a virtual reference service: VRD training manual
Lipow, Anne G; Coffman, Steve
Copyright (c) 2001 Library Solutions Press
Abstract: From the publisher's website: Produced in a 3-ring binder, this Manual is designed as a start-up tool for learners and trainers, with the expectation that you will substitute and add pages to tailor it to your local situation. It is intended to familiarize you with the variety of issues involved in providing real-time remote reference service, to give you instruction in using LSSI''s VRD software,* and to give you practice in transferring reference desk skills to the virtual environment. Through exercises and worksheets, you are given step-by-step guidance in the mechanics of the software (chatting, pushing pages to client, using scripted messages, etc.) as well as in such processes as getting at the client''s real question efficiently, evaluating retrievals, planning the content and design of your screens, and developing library policies relevant to a virtual service.