Instructional Strategies

Type of instructional strategy used for this training - Procedure Strategy

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

KNOWLEDGE STRUCTURE:

Objective: Interns will demonstrate that they can log into both Trillian and Velaro chat software using the computer at the Reference desk.

Trillian is a full feature chat program that imports and supports other instant messaging programs like Yahoo, ICQ, MSN, IRC and AOL instant messenger AIM as well as many others. Velaro is for those patrons who do not have other instant messenger accounts. The two chat services serve the same function, they simply give the patrons an option in regard to access. Both services can accessed by patrons through the library’s website.

STEP: The Intern should be able to recognize the icons for each chat service and be able to log onto each at the start of their shift.

STEP: Volume controls should be checked to make sure that they are on. This ensures that the Intern or Librarian will hear when someone asks for help and they are busy doing something else.

Objective: Interns will demonstrate proficiency using the different tools available to them when using the Reference chat services.

STEP: The Intern should be able to use the Page View feature. This enables them to view the page that the patron is on in real time.
EXAMPLE – Patrons often request help because they are having problems locating the information that they need using the library website, and they often have trouble explaining where they are in the website. By using this feature, it is possible for the Intern or Librarian to view what is on the patron’s screen and therefore provide them faster and more accurate service.

STEP: The Intern should be able to use the Push Page feature. This allows them to push a page directly to the patron. If the patron has a pop-up blocker, the push page is sent as a link.
EXAMPLE – The push page feature is another time saver. It cuts out one step in the process of information transfer by opening the page on the patrons computer screen without them having to click on a link. It can be a little disconcerting when this happens, however, if you’re not expecting it, so it is recommended that you warn the patron that you may be doing this up front.

STEP: The Intern should be able to use the Transfer Files to Customers feature. This allows them to send documents, files, etc. to the patron while you are chatting with them.
EXAMPLE – This is not a feature that is often used during the course of Reference chat, but it can be very useful in some circumstances. If the patron requests information that is not available online, it can be sent using this feature.

Objective: Interns will demonstrate that they are well-versed in Reference chat etiquette.

STEP: The Intern should be able to keep the patron up to date on their progress at regular intervals when it is taking them a while to find the requested information.
EXAMPLE – If you are in the middle of a chat reference interaction, and you are searching for articles in the library databases, but it is taking you a long time, it is customary to send a brief message stating something to the effect of, “I’m still looking,” just so they know that you haven’t forgotten about them. Similarly, if a patron comes up to the desk while you are in the middle of a chat reference interaction, it is a good idea to send them a message telling them that it is getting busy, but you are still working on their problem. It just might take you a little longer. Generally, patrons are very patient and willing to wait.

STEP: The Intern should never tell a patron what to do in order to find the information they are looking for. Rather, they should suggest actions that the patron can take to find this information.
Example – When an Intern or Reference Librarian helps a patron with a problem via reference chat, it is easy to fall into the habit of telling patrons what they should do. Especially when it is busy. If an Intern finds an article in Academic OneFile, for example, they should not tell the patron to go to the database list on the library website and find Academic OneFile and enter a particular search. Rather, they should say something to the effect of, “I have found an article that I believe will help you, if you follow these simple instructions, I can help you get there.” It is even better sometimes to provide links that the patron can follow without actually having to walk them through the process of finding the article, but it is important to teach patrons how to use the library resources as well.

STEP: The Intern should be able to react in a calm and reassuring manner when patrons become angry or difficult.
EXAMPLE – Patrons often wait to the last minute to contact the Reference staff with questions. By this time they are frustrated and in a panic. This sometimes, though not always, results in short tempers on the part of the patrons. The key here is to keep it on the part of the patrons! It is important to be prepared for this eventuality and to remain calm. Usually patrons calm right down when they see that you are really interested in helping them. If they refuse to calm down then you need to contact a Librarian on duty or in extreme cases, Security. Regardless of the outcome, it is important that you remain calm. Becoming agitated yourself will only exacerbate the problem.

Objective: Interns will be able to prioritize Reference chat questions in relation to other Intern responsibilities.

STEP: The Intern should be able to handle questions that come from multiple sources at one time and understand where Reference chat falls into the scheme of prioritization.
EXAMPLE - The standard procedure is to work with patrons who are physically present first. They are the priority since they are actually in your presence. If someone phones with a question and you are busy, you take their name and phone number and tell them that you will call them back as soon as you are able. With Reference chat, if you are busy when a patron contacts you via chat, you just tell them that you are in the middle of a Reference transaction and will be with them as soon as you are able. It is customary to give them occasional messages to let them know you are still there and that you haven’t forgotten them. Sometimes they elect to leave the conversation, but usually they are happy to wait.

Objective: Interns will be comfortable using the Reference Department chat services.

STEP: Interns will practice using the chat services over the course of this training and they will use it under the supervision of a Librarian for a period of time before being expected to use the services on their own. This should ensure that they are comfortable using the chat services.

PRESENTATION:
This training will have several components. The first component will be a presentation and demonstration of the Knowledge Structure discussed above, and will be accomplished using a combination of PowerPoint and demonstration of procedures using the computer and overhead projector. A PowerPoint presentation will be used the first day to lay out the knowledge structure of the training. Classroom discussion will be incorporated into this presentation. This will take one day. The next component will be a demonstration of each particular task and accompanying steps. The demonstration will be based on actual chat interactions that have taken place here at Jackson Library. A Librarian downstairs in the Reference Department will send inquiries to the instructor's computer in the training room using both Velaro and Trillian. The instructor's computer screen will be displayed to the class with an overhead projector. I will respond in the manner in which you, as Interns, will be expected to respond, and we will discuss why I am responding as I am. This, too, will take one of our training days.

EXPLORATION:
After the presentation phase of the training has been completed, you will each have an opportunity to play out chat scenarios based on real-life chat interactions. Each intern will come up to the front computer and participate in several mock Reference chat interactions. This will be identical to my demonstration, except that it will be you up here at the computer, instead of me. At some point every one of the tasks and steps will come into play, but every individual may not personally handle each task or step. Your classmates will be able to see the transaction as it occurs on the overhead projector. If you feel that you need assistance, ask the class for suggestions. The point of this exercise is to become more at ease with the system itself and each particular task in particular. There is no grade involved here. It is just practice, so do not be afraid to ask for assistance. If I feel the need to provide assistance, I will do so. This will take two additional training days.

PRACTICE:
The practice will occur during the first two weeks of actual reference duty. Each of you will be on duty with a Reference Librarian. You will handle all reference chat questions, but the Librarian will be there to oversee the interaction and provide assistance if necessary. This will take place primarily at the reference desk computer. Intrinsic feedback will come from the patrons themselves, while the extrinsic feedback will be provided by the Librarians. After this two week period, you may or may not be on duty with a Librarian. You may, of course, continue to ask for assistance if needed, but you will be in a more responsible position and you may often find yourselves providing reference chat service when there is no Librarian around to assist you.

LEARNER GUIDANCE:
The Learner Guidance will occur as the Librarian gives assistance to all of you during the two week practical training period. We will meet at the end of this two week period and discuss any issues or questions that you have about your experience so far. I will print out some of your chat interactions and we will discuss them, without disclosing which Intern actually handled the interaction. We will talk about what was done right and what could have been done better. This will give you a chance to ask questions that you perhaps wouldn’t have thought of before gaining practical experience.

The last thing you will be asked to do at the end of this training program will be to give your feedback about the training process itself. Because this will occur after you have been working on the desk for two weeks, you will be in an excellent position to comment on the effectiveness of the training, and you will be afforded the opportunity to give suggestions about ways in which you believe the training can be made more effective.

Alignment Diagram - Heirarchical Level Color Key