Alignment Diagram

Goals and Objectives

Goal

Reference Department Interns will receive sufficient training in one week to enable them to use the Reference chat service confidently and in such a way as to achieve 100% patron satisfaction.

Objectives

• Interns will learn how to log onto both Velaro and Trillian. This includes checking volume controls to ensure that you hear the patron requesting service, even if you are busy doing something else and do not notice the IM pop up on the computer.
• Interns will learn proper chat etiquette. For example, it is not considered polite to “tell” a patron to follow a link that you send to them via the chat service. Rather, you “suggest” to them that it might be beneficial if they were to follow the link.
• Interns will become well-informed about the different tools available to them when using the Reference chat services. For example, it is possible to actually “push” a link through to the patron. When using this approach, the user doesn’t even have to click on a link. The website being pushed opens up automatically on the patrons computer.
• Interns will be able to prioritize Reference chat questions in relation to other Intern responsibilities.
• Interns will be comfortable using the Reference chat service.

ABCD Model of Goals and Objectives

Audience – Jackson Library Reference Interns

Behavior – The Interns should be able to effectively use the Reference chat services utilized by Jackson Library.

Conditions – The Interns should be able to use the Reference chat services, in conjunction with all other Intern duties, during the course of their assigned desk duty.

Degree – 100% patron satisfaction

Intern Reference Chat Survey on Survey Monkey

If you follow the link found underneath my blog archive, you can see the intern questionnaire that I have already posted below in SurveyMonkey form. It has two fewer questions because you have to subscribe to SurveyMonkey to make longer surveys. This is the questionnaire that I am going to give to the interns to fill out.

Task Analysis

Project: To develop training for Reference Department Interns on how to use the Reference chat services provided by Jackson Library, UNCG

The Ideal Vision (mega-level result) of this project is for Reference Department Interns to become better equipped to help an increasingly distant and technologically savvy population of library patrons meet their information needs. One way they will accomplish this is by learning how to use the Reference chat services utilized by the Jackson Library Reference Department

The Mission Objective (macro-level result) for this project is to give the Reference Department Interns the tools and training that they need to be able to use the Reference chat services provided by Jackson Library effectively.

The Products (micro-level results) of this project include:
1) Reference Interns will be able to log into both versions of Reference chat service offered by Jackson Library, Velaro and Trillian.
2) Reference Interns will be well-versed in Reference chat etiquette.
3) Reference Interns will be well-informed about the tools available to them when using the Reference chat service.
4) Reference Interns will be able to prioritize Reference chat questions in relation to other Intern responsibilities.
5) Reference Interns will be comfortable using the Reference chat service.

_________________________________________________________

Job: Reference Intern

Duties:
Open the Reference Desk

Close the Reference Desk

Maintain Reference computers

Maintain Reference printer

Unlock the Adaptive Technology room for students who need to use it

Complete intern projects

Complete intern training homework

Answer reference questions
1 - Directional questions
2 - Basic reference questions
3 - In-depth reference questions

a) Reference Desk
b) Phone
c) Reference chat

i) Greet the patron
ii) Offer an invitation of help
iii) Mark the reference statistic sheet every time you help a patron

Task Selection: Reference Chat
Subtask 1 - Log into both versions of Reference chat service used in
JacksonLibrary, Velaro and Trillian
Subtask 2 - Use appropriate Reference chat etiquette
Subtask 3 - Be well informed about the tools available to the
intern/librarian from the Reference chat services
Subtask 4 - Prioritize Reference chat questions in relation to other
Reference intern responsibilities
Subtask 5 - Be comfortable using the Reference chat service.