by:
Hirko, Buff
Ross, Mary Bucher

Publisher:
American Library Association
Published:March 1, 2004
ISBN:0838908764
Format:Paperback
Pages:160

Description: From Booklist
This title takes into account the difficulties involved with setting up a virtual reference service, particularly the importance of training. Based upon the state of Washington's experience with its Statewide Virtual Reference Project, it considers people, places, time, and resources needed for virtual reference training. It includes chapters on core competencies, learning through using, multiple ways of learning, getting started, taking the user's perspective, model reference online behaviors, and evaluating the training program. The "Anytime, Anywhere, Answers" curriculum is appropriate for a variety of library types and sizes and for a wide range of learners, including remote learners. A nice feature of the text is that it is software neutral. It includes sample nightmare virtual reference transactions and skills assessment for librarians. Appendixes include questions to help develop policies, sample training questions, secret patron scenarios, assessment tools, and sample transcripts. Librarians will find this title useful for developing a virtual reference training program. Jack O'Gorman
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