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As online library reference services become commonpractice, there's a critical need to develop core competencies unique to the virtual world—from conducting chats to multitasking.

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What does it take to be successful at the virtual reference desk? Washington State has committed to training its librarians to provide answers "anytime, anywhere. In a training program that promises to make any library staff member—regardless of education or experience—comfortable and proficient in providing virtual reference, expert educator-librarians Hirko and Ross detail:.

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Nine appendixes include assessment tools, policies, and procedures, plus funlearning activities like virtual field trips and "secret patron" scenarios designedto assimilate the learning. The software-neutral guide means the trainingworks on any platform.

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From practical nuts-and-bolts considerations to actualfeedback from learners who have used this program, Virtual Reference Training provides the guidance for developing a program that will help all librarians develop confidence and finesse at the virtual desk. Buff Hirko is statewide virtual reference project coordinator affiliated with the Washington State Library in Olympia. She coordinates grant demonstration projects, training, marketing, evaluation, and other activities focused on developing digital reference service in all Washington libraries. A frequent speaker and regular contributor to professional library publications, she holds her MLS from University of California at Berkeley.

Mary Bucher Ross is currently training and development managing librarian at the Seattle Public Library.


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Publication Chicago, American Library Association, Extent 1 online resource v, p. Isbn Label Virtual reference training : the complete guide to providing anytime, anywhere answers, Buff Hirko, Mary Bucher Ross, electronic resource Instantiates Virtual reference training : the complete guide to providing anytime, anywhere answers Publication Chicago, American Library Association, Bibliography note Includes bibliographical references p.

Form of item online Governing access note Access restricted to subscribing institutions Isbn Lccn Other physical details ill Specific material designation remote System control number WaSeSS ssj Label Virtual reference training : the complete guide to providing anytime, anywhere answers, Buff Hirko, Mary Bucher Ross, electronic resource Publication Chicago, American Library Association, Bibliography note Includes bibliographical references p.

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