invited presentation given for the staff of the National Archives - May 25, 2011.

1. Getting Started
with VR
julie strange * NARA * May 25, 2011

2. the benefits of virtual reference
best practices for chatting and
managing
tips for getting started, getting
comfortable

3. ??
f2f
IM/chat
letter
fax
telephone
email
the evolution of communication tech

4. BENEFITS

5. BE AT THE POINT OF NEED

6. REDUCE TURNAROUND TIME

7. INCREASE ACCESSIBILITY

8. ENSURES RELEVANCY

9. BEST PRACTICES

10. I NG
T T
BEST PRACTICES
A
C H

11. REFERENCE BEHAVIORS
welcome them
listen & show interest
clarify / verify their needs

12. REFERENCE BEHAVIORS
keep people informed
set up expectations
find teachable moments

13. REFERENCE BEHAVIORS
know your (and their) options
follow up
invite them back

14. REFERENCE BEHAVIORS
use informal language
don’t be afraid to switch modes
provide professional assistance

15. BEST PRACTICES

16. N T
ME
E
BEST PRACTICES
G
N A
MA

17. DEVELOP POLICIES

18. SPREAD THE WORD

19. MEET REGULARLY & TALK

20. REVIEW TRANSCRIPTS

21. HAVE A TRAINING PLAN

22. EVALUATE

23. GETTING
STARTED

24. PRACTICE, PRACTICE!

25. SHADOW OTHERS

26. ... ON YOUR CUSTOMERS

27. HAVE CONFIDENCE

28. HAVE FUN

29. QUESTIONS?

30. Julie Strange
strangelibrarian.org
julie.strange@gmail.com
@strnglibrarian

31. photo credits
thank you, beach: http:/ /www.flickr.com/photos/gi/304120801/
help: http:/ /www.flickr.com/photos/loop_oh/4541019515/
customers: http:/ /www.flickr.com/photos/revdave/431123097/
car: http:/ /www.flickr.com/photos/villes/1022232651/
texting: http:/ /www.flickr.com/photos/stephangeyer/3494488505/
meet regularly: http:/ /www.flickr.com/photos/tychay/513712600/
listening: http://www.flickr.com/photos/sanfranannie/3116688849
review: http:/ /www.flickr.com/photos/wlscience/2909842089/
learning: http:/ /www.flickr.com/photos/heycoach/1197947341/
yelling: http://www.flickr.com/photos/jmrosenfeld/2952999865/
evaluate: http:/ /www.flickr.com/photos/purplepick/2554134479/
procedure: http:/ /www.flickr.com/photos/cristinabe/4635930677/
practice: http:/ /www.flickr.com/photos/wwworks/3509508038/
shadow: http:/ /www.flickr.com/photos/sentinel/7588373/
focus: http:/ /www.flickr.com/photos/ihtatho/627226315/
confidence: http:/ /www.flickr.com/photos/sicoactiva/93396555
good time: http:/ /www.flickr.com/photos/davidking/2860744979/