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.

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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.