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Resurrecting Reference An Infopeople Webinar with Joan Frye Williams and George Needham July 31, 2008
Librarians Love Reference Thrill of the chase Constant variety Fun facts Independence Gratitude Feel smart
Civilians Don’t Boring Takes too long Information doesn’t solve the problem Dependence Feel stupid
…which leads to…
…and raises the question of… Denial Anger Bargaining Depression Acceptance
What to Do?
Can’t We Just Educate These People?
Time to Rethink
Rethink Who? Reference associates Dispatcher
Rethink When? 24/7 services Appointments
Rethink Where? Virtual –IM (Meebo Me, etc.) –Wikis –Twitter –Co-browsing Roving (lurking) Embedded
How The Library World Treats Civilians
The Decline and Fall of the Expert
What Civilians Really Want Convenience Quality Acknowledgement Ability to customize Respect for their time, intelligence, and priorities
Social Information Discovery
Disintermediation of Proprietary Databases
Limitations of Current Reference Models Library-centered Process dense Transaction-based Anonymous Unaccountable One at a time From scratch
Beyond the Right Answer to the Right Result Leverage library resources to Enable civilians to solve problems on their own terms for A reasonable investment of time, money, and effort.
Reference Deconstructed Intercept Triage Response Follow-up
Intercept At point of interest/need Integrated with other tasks Hip to hip “What can we do for you?” MLS not necessary
Triage How will answer be used? Chunk into increments as appropriate Match request to appropriate library service/resource MLS not necessary
Ready Response Directional How-to Referral MLS not necessary Symptomatic of need for system improvements: scripts, signage, automation, policy simplification
Extended Response Consulting Review/update/enhance your work Research Coaching/training MLS desirable
New Relationship Peer-to-peer Shared control Iterative Inclusive Collaborative Transformative
How Do We Define Ourselves? InformationTransformation InstitutionInfrastructure AltruismReturn on Investment PastFuture FrillNecessity
Ask yourself… Can someone overseas do it cheaper? Can a computer do it faster? Is what I’m offering in demand in an age of abundance?
Library as a Tool for Self-Actualization
Participatory Reference Work table rather than desk Layout, assemble, invite Show both information objects and relationships between them Save, revisit, and build upon previous collaborations
Follow-Up Did response meet expectations? Was response useful in specific circumstances? Would you use this service/consult this staff member again?
More Co-creation Less Desk-centricity
What Would Librarians Accomplish if We Didn’t Spend So Much Time on Desk
Let’s Continue the Conversation Podcasts at
Coaching: Tapping Into Your Employees Potential. 2 Objectives After this workshop you will be able to: Set the groundwork for productive coaching sessions.
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Futureproofing Your Library Association for Rural and Small Libraries Annual Conference September 19, 2008 Joan Frye Williams and George Needham.
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© 2011 Cengage Learning. All rights reserved. Chapter 18 Managing Change 1.Identify the major external and internal forces for change in organizations.
Time Robbers… Who/what is stealing your time and what can you do about it?
Terminology:Terminology: Drip marketing Drip marketing Relationship marketing Relationship marketing Defined:Defined: Initiating.
Google is user friendly… the library catalog is not. Information-seekers Preferences Presented by Lynn Silipigni Connaway, Ph.D. Consulting Research Scientist.
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Time Management. Characteristics Of Time Theres a finite amount of time. Its the same for everyone. Nobody has more than anyone else. – Non-renewable.
The Sales Process 2.08 Allows the firm to immediately respond to the needs of the prospect Allows the firm to immediately respond to the needs of the.
September 13 – 15, 2010 Hyatt Regency Bethesda Bethesda, MD.
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Nassau Community College Future Teachers Club Presents Getting On Course to YOUR SUCCESS! Presented by Michael Raab DO NOW…. 1.List the 5 Biggest Problems.
To share or not to share: how researchers handle data Michael Jubb RIN Fourth Bloomsbury Conference: Valued Resources 24 June 2010.
Advocacy and Follow-up United Way of New York City / 311 Initiatives Answers That Help Training on Information and Referral Spring 2010 John Plonski.
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WELCOME ! New Consultant Language Training. Develop your R+F business language Make training calls & presentations a priority on your R+F weekly calendar.
Delivering and Receiving Feedback. Feedback Information about performance or behaviour that leads to action to affirm or develop that performance or behaviour.
Company Name Presenter Name Contact Info Sample Template Slides 1 (Elevator Pitch) & 2 (Management Team) are required at the start of the presentation.
Using WRAP to Develop a Strong System of Support Mary Ellen Copeland PhD The Copeland Center for Wellness and Recovery Sponsored in partnership with Essential.
Skills for Life Improvement Programme Introduction to Coaching and Mentoring Course Objectives (Modules 1 and 2) To enable participants to: enhance their.
Education Center e – Learning TIME MANAGEMENT In these days of increasing global competition, rising health care costs, and labor shortages, employers.
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