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随时随地的答案 培养使用虚拟参考的技能 vrstrain.spl/third.htm

随时随地的答案 培养使用虚拟参考的技能 http://vrstrain.spl.org/third.htm. Third Week: The Reference Interview 第三周：参考访问. Objectives: To look at the real-time online reference interview from the user's perspective. To explore how information literacy concepts can be applied. 目的：从用户的角度去看现场网上参考访问，探索如何应用信息素养理论概念.

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随时随地的答案 培养使用虚拟参考的技能 vrstrain.spl/third.htm

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  1. 随时随地的答案 培养使用虚拟参考的技能 http://vrstrain.spl.org/third.htm

  2. Third Week: The Reference Interview第三周：参考访问 Objectives: To look at the real-time online reference interview from the user's perspective. To explore how information literacy concepts can be applied. 目的：从用户的角度去看现场网上参考访问，探索如何应用信息素养理论概念

  3. Required Reading必读 • Promoting information problem solving in digital reference responses促进用数字参考答复解决信息问题Abby Kasowitz http://www.vrd.org/training/ips.shtmlSuggestions for how the Big6 information literacy model can be promoted within a virtual reference environment.关于Big6信息素养模式在虚拟参考环境试用的建议 • Introduction to Information Literacy (ACRL)信息素养入门 A concise introduction to information literacy. 简明介绍信息素养

  4. Activities活动 • Prepare for your Secret Patron activity, designed to help you look at virtual reference transactions from the user’s perspective.  First, read the overview of the activity; then read the Reference Guidelines developed by RUSA.  Think about how these guidelines apply in the chat environment. • Read the Secret Patron scenario that the trainers e-mail to you.  Think about how this patron would interact with the librarian.  Get ready to assume this role. • In addition to the scenario, the trainers will send to you a list of three virtual reference services to visit.  Use the VRS directory to link to the three Web sites. • Visit the three assigned VRS sites.  Use your Secret Patron scenario to ask your questions.  Then use the Transaction Checklist to evaluate your experience as a patron. • Participate in this week’s online meeting on Information Literacy in Virtual Reference.  We’ll use the 24/7 Online Meeting software.  The trainers will send date, time, and instructions to you by e-mail.  Remember the Norms for Online Meetings.  Take time to think and reflect on this week's readings and activities in preparation for the online meeting.

  5. Assignments任务 • Read the articles or visit the Web sites above that are marked “Required.” • Participate actively in this week’s online meeting on Information Literacy. At the pre-scheduled date and time, click on the 24/7 REF LOGON button and use the Meeting Key provided by the trainers. • Summarize your impressions of your Secret Patron activity, using these questions to frame your summary. Post your summary to the VRS Training listserv. What did you learn from this activity that you want to be sure to remember when you are providing virtual reference service?

  6. Recommended Reading推荐阅读 • Chat Reference: A Guide to Live Virtual Reference Services.Jana Smith RonanLibraries Unlimited, 2003.Read Chapter 9, "The Reference Interview Online.“ • Conducting the Reference Interview.Catherine S. Ross et alNeal-Schuman, 2002.Read Chapter 6, "Performing the Reference Interview in an Electronic Environment." • An Unobtrusive Evaluation of Online Real Time Library Reference ServicesNeal Kaske and Julie Arnold An important example of "secret observer" activity. • The Virtual Reference Librarian's Handbook.Anne G. LipowNeal-Schuman, 2003. Read Chapter 4, "Transfer What You Know to What You Do."

  7. Virtual Reference Transaction Checklist虚拟参考事务清单 • Library visited图书馆名: ______________________________________________ • Date/Time日期/时间: __________________________________________________ • Scenario used使用方案: ________________________________________________ • SETTING THE TONE 确定基调 • 􀂉 The librarian greeted me personally and used my name when appropriate. • 􀂉 It was clear that he/she was interested in my query and ready to provide assistance. • 􀂉 He/she thoughtfully integrated any scripted messages into the transaction. • GETTING THE QUESTION STRAIGHT 明确问题 • The librarian clarified my question using • 􀂉 An open question • 􀂉 A closed question • 􀂉 Both open and closed questions • 􀂉 Did not clarify my question

  8. VIRTUAL REFERENCE TRANSACTION CHECKLIST虚拟参考事务清单 • KEEPING ME INFORMED 介绍 • 􀂉 He/she asked me whether I wanted to see how to find the answer. • 􀂉 The librarian’s responses were clear, easy to read, and free of library jargon or personal opinion. • 􀂉 The librarian kept me informed about his/her progress in finding an answer, providing a time estimate when needed. • 􀂉 He/she let me know what he was doing, e.g., still looking, pushing a Web page, escorting, etc. • 􀂉 The librarian provided help with any technical difficulties.

  9. Virtual Reference Transaction Checklist虚拟参考事务清单 • PROVIDING INFORMATION 提供信息 • 􀂉 He/she identified authoritative information appropriate for my need and interest. • 􀂉 The librarian gave me time to determine whether the information found actually answered my question to my satisfaction. Didn’t rush me by pushing too much information. • 􀂉 Cited the source of the information. • 􀂉 Asked if I wanted to be shown more sources. • 􀂉 Recognized if my question needed to be referred elsewhere or could be more effectively answered through e-mail.

  10. Virtual Reference Transaction Checklist虚拟参考事务清单 • FOLLOW-UP 随访 • 􀂉 Asked if the information found answered my question to my satisfaction. • 􀂉 Asked if I had any other questions. • 􀂉 Encouraged me to use the service again. • 􀂉 Thanked me. • 􀂉 I was asked to evaluate my experience with the service. This evaluation was/was not an effective tool to express my opinion of the service. __________________________________________

  11. Virtual Reference Transaction Checklist虚拟参考事务清单 • 􀂉 My other comments about the reference transaction are… 我的意见 • ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

  12. Sharing Your Experience Secret Patron Activity 经验分享 秘密顾客活动 • You used the Transaction Checklist to record your experiences with your Secret Patron interactions. Now use these checklists to write a summary of the activity. Here are some questions to guide you in writing your summary. Post your summary to the virtual reference training listserv. 您用事务清单记录了您和您秘密顾客的经验，现在用这个清单写一个活动总结，一下是一些知道您写总结的一些问题，把您的总结贴到虚拟参考培训网站上。 • • What was your overall impression, as a patron, of the service you received? • • Which of the three interactions did you think was the most effective? Least effective? Why? • • What positive feedback would you give to the staff providing the service? What improvements would you suggest? • • As a patron, did you discover anything new or unexpected? • • When did you receive the transcripts of the interaction? Was anything added to the transcript? • • What did you learn that you want to remember when you are providing virtual reference services?

  13. Another Example另一个例子 • Six self-paced modules cover the reference process, with resource links, exercises, and quizzes 六个自定进度的模块，包括整个参考过程，源文件连接，联系和测验。 • http://www.olc.org/ore/

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