How to Deal with Angry Customers

OCLC Research in partnership with Rutgers, the State University of New Jersey pulled over five years of virtual reference research into a summary with specific and actionable suggestions in Seeking Synchronicity: Revelations and Recommendations for Virtual Reference.

Seeking Synchronicity: Revelations and Recommendations for Virtual Reference

an OCLC research report webinar

DATE: January 31, 2012

TIME: 3:00 pm – 4:30 pm  (EST)

LOCATION: OCLC’s Online Classroom

and

an Ask a Librarian facilitated conversation

DATE: February 1, 2012

TIME: 10:00 am – 11:00 am  (EST)

LOCATION: TBLC’s Online Classroom

On January 31, 2012 from 3:00 – 4:30 p.m. (EST), co-authors Lynn Silipigni Connaway (OCLC Research) and Marie L Radford (Rutgers, the State University of New Jersey) will review the report’s findings and address topics such as:

·         The exaggerated death of ready reference
·         The importance of query clarification in Virtual Reference
·         Boosting accuracy and building better relationships in Virtual Reference
·         Learning from Virtual Reference transcripts
·         Convenience as a “hook” to draw users to Virtual Reference
·         Generational differences in how people perceive reference interactions and determine success
·         The need for more and improved marketing of Virtual Reference

For more information about the Seeking Synchronicity: Revelations and Recommendations for Virtual Reference report click here.

To register with OCLC for the January 31st webinar click here.

After this OCLC-sponsored webinar, participants are invited to return on Wednesday, February 1, 2012 from 10:00 – 11:00 a.m. when Ask-a-Librarian staff facilitates a continuing discussion among Florida librarians.  For more information about the discussion session and to register click here.