1. A training program created by: Mary Ross, Seattle Public Library Daria Cal, Seattle Public Library Emily Keller, University of Washington

2. Face-to-face and virtual Synchronous and asynchronous Individual and collaborative “Blended” Learning

3. Through this training, we will: Facilitate the acquisition of skills. Support active learner participation. Create an ongoing learning community. Encourage best practices.

4. TARGET AUDIENCE Staff in libraries implementing LSTA-funded virtual reference projects, as well as other libraries implementing VRS with the intention of sharing resources.

5. Training is delivered through: Face-to-face orientation Web pages with readings and activities Online meetings Collaborative learning and sharing

6. Training begins with core competencies. What are the knowledge, skills, and aptitudes needed by staff providing VRS?

7. Learning activities include: Chat practice Multi-tasking skills “Secret patron” Reviewing transcripts Sharing via listserv

8. Learning activities include: Virtual field trips Pre- and post-training assessments Checking out the “competition”

9. In your “virtual field trips,” you’ll look at: Branding Accessibility Scope of service Authority Privacy and data gathered Policies and procedures

10. In your “secret patron” activity, you’ll look at the reference interview from the user’s perspective. How is the chat reference interview different from an in- person transaction?

11. What are Model Reference Behaviors? Open probes Verification of question Follow-up Citing source/authority …online?

12. Looking at Chat Transcripts Why are transcripts valuable?

13. Virtual reference… lots of libraries are doing it. What are the best practices?

14. Expectations for learners: Commit five hours per week for five weeks. Complete readings, activities and assignments on time. Participate actively in online meetings. Share experiences via listserv.

15. Expectations for trainers: Provide learner support and encouragement. Assist with problems. Schedule and facilitate online meetings. Summarize and comment on assignments. Ask the right questions rather than give the right answers!

16. “…we must become pivotally involved in providing point-of-need reference service to information seekers at the place where they are when they have a question. ” Anne Lipow Serving the Remote User: Reference Service in the Digital Environment