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Enhancing Virtual Reference: Discovering Best Practices Through Madlibs

This session explores the art of virtual reference through an interactive Madlibs method, designed for librarians seeking to improve their skills. Participants will analyze real-world virtual reference transcripts and discover effective practices to engage patrons. Special focus will be placed on crafting appropriate greetings, utilizing closed questions to refine patron inquiries, and encouraging return visits for further assistance. Join us to learn collaborative strategies that enhance the virtual reference experience while providing targeted support for patrons.

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Enhancing Virtual Reference: Discovering Best Practices Through Madlibs

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Presentation Transcript

  1. What Makes for Great Virtual Reference? A Madlibs Method of Discovery Suzanne Bernsten, Lansing Community College Rachel Minkin, Michigan State University #acrlmadlibs

  2. How to Participate • Go to m.socrative.com on a mobile device • Type Room Number 820874 • Click on Join Room

  3. Patron Note: Patron's screen name: George I'm doing research for my capstone paper and have been unsuccessful. I don't think I'm using the correct keywords. I'm trying to find papers on cancer cluster investigations and the psychology of why people answer the interview questions as they do. How they come to the conclusions they do about an investigation and how that affects how they answer interview questions? Do you have any suggestions?

  4. Librarian Response & Best Practice Hello, George! I'm ***, a librarian at MSU. I am reading your question and will be with you in a moment. Best Practices • Send patron a scripted greeting which includes your name, university, and a brief message letting them know you will be ready to help them soon. • Use the patron's name.

  5. Patron I was working on a Wilms tumor cluster investigation. During the investigation, we had to interview the families affected by the cancer. I noticed that the interviewees had already made up their minds as to what caused the cancer and it was evident, to me, that they would tailor their answers to fit this belief. I want to write about the psychology behind that. How they already decided? Why? the keywords I've used so far haven't turned up anything - the couple of papers I found weren't really appropriate for what I wanted to discuss...

  6. Librarian Response & Best Practice Which databases and keywords have you been using? Best Practices Use closed and/or clarifying questions to refine the search query. Some examples include: • What have you already found? • What type of information do you need?

  7. Patron I think I will start with what you've provided me. Fix my outline to include some of this new information and then, if I need help again, I will contact the librarian.

  8. Librarian Response & Best Practice Okay, sounds good. *** is our public health librarian. http://staff.lib.msu.edu/***/ Thank you for using our chat reference service. Please feel free to contact us again if you have more questions or need additional assistance. Best Practice • Encourage patrons to return if they have further questions.

  9. Learning Outcomes • Examine a virtual reference transcript in order to review virtual reference best practices (as established by ACRL). • State three virtual reference best practices in order to improve my own virtual reference skills. • Construct a transcript-based training in order to review best practices with librarians at my institution.

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