Contents
List of Figures
Preface
Acknowledgments
1. Paraprofessionals at the Reference Desk
Introduction
Arguments for Using Paraprofessionals
Redirect Professional Expertise
Cost Savings
Combined Service Points
Respond to Changing Patron Needs
Arguments Against Using Paraprofessionals
Value of Professional Education
Inaccurate Referrals
Time to Train and Supervise
Making the Decision
References
Additional Resources
2. Laying the Groundwork
Assessment
Writing the Job Description
Performance Standards
Referrals
References
3. Creating a Training Plan
Identify Training Needs
Prioritize Training Needs
Formulate Goals and Objectives
Choose Training Methods
Determine Sequencing
Select Training Materials
Policy and Procedure Manual
Glossary
Other Ideas for Training Materials
Modules and Checklists
Checklists for Designing Modules
The Trainer
References
4. Orientation
Planning Orientation
Preparation
First Days
Reference Department and Desk
Orientation Sessions
Tour
Library Web Site
Department Introductions
Philosophy of Service
Performance Standards and Expectations
References
5. Basic Skills
1. Online Catalog Training
Objectives
Checklist
2. Web Services
Objectives
Checklist
3. Evaluating Internet Sources
Authority
Accuracy
Currency
Purpose
Objectivity
Exercise
4. Call Number Training
Objectives
Library of Congress Call Numbers
Dewey Decimal Numbers
Resources
6. Advanced Skills
1. Article Database Training
Objectives
Checklist
2. Federated Searching
Objectives
Checklist
3. Link Resolvers
Objectives
Checklist
4. Superintendent of Documents (SuDoc) numbers
Objectives
Exercise
Resources
7. Ready Reference Skills
1. General Encyclopedias
Objectives
Training Handout
Exercise and Practice Questions
A Note about Wikipedia
2. International Information
Objectives
Training Handout
Practice Questions
3. Statistics
Objectives
Training Handout
Practice Questions
4. Government Individuals and Agencies
Objectives
Training Handout
Practice Questions
5. Company Information
Objectives
Training Handout
Exercise
Practice Questions
6. Consumer Medical and Health Information
Objectives
Training Handout
Comparison Exercises
Practice Questions
Resources
8. Communication Skills
How Users Ask Questions
Setting the Stage
Approachability
Interest
Communication Skills for Routine Questions
Making Referrals
The Reference Interview
What Is a Reference Interview?
Negotiating the Question
Listening Skills
Inquiring Skills
Inclusion
Closure and Follow-up
Telephone Reference Interview
Electronic Reference Interview
Special Patrons
Children and Young Adults
Patrons with Disabilities
Teaching Communication Skills
Videos, Articles, and Books
Workshops
Microtraining and Practice
References
9. Performance Management
Meeting Performance Standards
Feedback
Coaching
Formal Evaluation
References
10. Evaluation and Revision of Training
Reaction
Learning
Behavior
Results
Revision of Training
References
Appendix. Guidelines for Behavioral Performance of Reference and Information Service Providers
Glossary
Bibliography
Index
About the Author