Assessment and Evaluation

Goal 1 - The Intern should be able to log into both reference chat services.
Objective - Interns will demonstrate that they can log into both Velaro and Trillian
Assessment - At the end of the training period each Intern will be asked to log into both chat services when they come into work.
Evaluation - If the Intern demonstrates that they can successfully log into both chat services, he/she will be checked off on that particular objective. If not, they will receive an additional training session to help them with the skill, and they will be assessed again the following week. This will continue until the skill is mastered.

This is an authentic assessment that will be given informally to individual Interns. The assessment will be given at the reference desk computer where the interns work.

Goal 2 - The Intern should be able to use the tools available through the reference chat services.
Objective - Interns will demonstrate proficiency of the Page View feature.
Objective - Interns will demonstrate proficiency of the Page Push feature.
Objective - Interns will demonstrate proficiency of the Transfer Files to Customers feature.
Assessment - At the end of the training period, Interns will be given an assessment to determine their proficiency using the chat service tools. The intern will be asked to use each of these tools while working at the reference desk. The instructor will send the Intern inquiries using the chat services and the Intern will have to use the aforementioned tools in order to satisfactorily respond to the inquiry.
Evaluation - If the Intern demonstrates that they can use the required reference chat tools, he/she will be checked off on that particular objective. If not, they will receive an additional training session to help them with the skill, and they will be assessed again the following week. This will continue until the skill is mastered.

This is an authentic assessment that will be given informally to individual Interns. The assessment will be given at the reference desk computer where the interns work.

Goal 3 - The Intern should be well-versed in reference chat etiquette
Objective - Interns will demonstrate that they can work on a reference chat problem and keep the patron informed of their progress.
Objective - Interns will demonstrate that they can suggest solutions without abruptly telling the patron what to do.
Objective - Interns will demonstrate that they can react calmly when confronted with an irate patron.
Assessment - As with the reference tool assessment, this will be given to the Intern when they are working on the reference desk. The instructor will send the Intern inquiries using the chat services and the intern will have to respond accordingly.
Evaluation - If the Interns demonstrate that they are well-versed in reference chat etiquette, he/she will be checked off on that particular objective. If not, they will receive an additional training session to help them with the skill, and they will be assessed again the following week. This will continue until the skill is mastered.

This is an authentic assessment that will be given informally to individual Interns. The assessment will be given at the reference desk computer where the interns work.

Goal 4 - The Intern should be able to prioritize reference chat in relation to other Intern responsibilities.
Objective - Interns will demonstrate that they can properly prioritize chat questions when getting questions from multiple sources.
Assessment - The Intern will be assessed on this competency while working at the reference desk. The instructor will schedule a time when he/she can work at the desk with the Intern. Observation of the Intern over the course of their shift will be used to determine if the Intern can prioritize reference chat in relation to other Intern responsibilities.
Evaluation - If the Interns demonstrate that they can properly prioritize chat questions when receiving inquiries from multiple sources, he/she will be checked off on that particular objective. If not, they will receive an additional training session to help them with the skill, and they will be assessed again the following week. This will continue until the skill is mastered.

This is an authentic assessment that will be given informally to individual Interns. The assessment will be given at the reference desk computer where the interns work.

Goal 5 - The Intern should be comfortable using the reference chat services.
Objective - Interns will demonstrate that they are comfortable using the reference chat services.
Assessment - Because there is no way to really determine if a person is comfortable performing a task through observation, this objective will be assessed by means of a discussion between the instructor and the Intern. The Intern will be asked a series of questions in order to determine if they are truely comfortable using the chat services.
Evaluation - If the Interns relate that they are not comfortable with any aspect of the reference chat services, an effort will be made to help them with issues that they have. After these efforts have been made and the Intern has been given time to impliment suggestions made by the instructor, another discussion will take place. This will continue until the Intern is truly comfortable using the reference chat services.

This is an informal, alternative assessment.