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.
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