by Kelly Doty | Apr 10, 2014 | Agent Console, Customer Service, FYI - Interesting Tidbits, News, Reference, Training
Space is still available! Ask a Librarian Refresher Friday, April 18, 10a – 12p ET Space is available in our brief refresher webinar, where previously-trained Ask a Librarian staff relearn the basics. This two-hour webinar is... by Kelly Doty | Apr 9, 2014 | Customer Service, FYI - Interesting Tidbits, News, Reference, Training
You’ve already attended training – but you just haven’t had much opportunity to practice or staff the chat reference desk… sound familiar? Are you trying to staff chat now, but still feeling a little like a fish out of water? Would you like... by Kelly Doty | May 16, 2013 | Customer Service, News, Reference, Training
OCLC: Engaging with Patrons Online Friday, June 14 — 12:00 pm, Eastern (9:00 am, Pacific) What makes a chat session good and what makes a chat session exceptional? Carla Pfahl, Coordinator of AskMN (Minnesota’s statewide virtual reference service), and Merrie... by Kelly Doty | Sep 14, 2012 | FEL, FYI - Interesting Tidbits, Gale Resources, News, Reference, Training
This is just a friendly reminder that the State Library of Florida offers terrific on-demand and live webinar training opportunities (in-person by request) on Florida Electronic Library resources. “The Florida Electronic Library—your gateway to superior electronic... by Kelly Doty | Sep 5, 2012 | Chat Transcripts, Customer Service, Exemplary Reference Awards, FYI - Interesting Tidbits, Local Patrons, News, Quality Assurance Workgroup, Reference, Staffing Etiquette, Training
Hot Topics: Customer Service Excellence, or How to Win an Exemplary Reference Award Wednesday, September 26, 2012 2-3 pm ET We all know the importance of customer service in reference, but the unique environment of chat reference sometimes presents a few unique... by Kelly Doty | Aug 8, 2012 | Customer Service, FYI - Interesting Tidbits, News, Reference, Training
High Anxiety: Increasing your Comfort Level on the Statewide Desk Wed., Aug. 22, 10-11 am ET Does the idea of answering statewide chat questions make you feel hesitant and uncomfortable? Do you feel a little like a fish out of water when you’re scheduled to...