[Answerland-summit] July offering for Summit

[Lori Moore]

Hi Oregon Ref Summit team,
Just a heads up that I connected with our program proposer who is not able
to make the May 19 event.

They will do their program for us on Wednesday, July 12 at Noon. No need to
do anything now, just wanted to let you all know. It will be great to be
able to shout it out a the May 19 event.

As a reminder it is:

Erica Jensen, Lewis & Clark College, ejensen at lclark.edu

Robin Anderson, Lewis & Clark College, randerson at lclark.edu

‘Sure, I Can Definitely...Probably...Possibly Help You With That":
Think-Aloud-Based Referral Training for Student Employees

Referrals are a critical part of any tiered reference model, but the knack
of making deft and appropriate referrals is easily taken for granted. At
Watzek Library (Lewis & Clark College), student employees are frequently
the first point of contact for patrons approaching a combined service desk,
with Access Services supervisors nearby, and subject librarians potentially
on call during normal business hours. Training for these student
Circulation Assistants has long included a segment on referring questions
to subject librarians. In 2019 two staff members in Access Services and
Research Services, respectively, began to question the sufficiency of that
unit on referrals, and to develop additional activities and training. After
experimenting with several rounds of an activity that gave students a
chance to practice simulated referrals, they have found more success with
the think-aloud-based approach that they will share in this presentation.
This new activity preserves much of the messiness and nuance of real
questions asked at the desk, encourages students to reflect on their
confidence and uncertainty in receiving questions, and gives the trainer
insight into how students understand their role in the library.

Participants will learn about the benefits and shortcomings of different
approaches to training student employees on referring questions.

Participants will have the opportunity to reflect on how the model
presented might translate into their own setting.




Thanks,
Lori
*Lori Moore*
*Workforce Development Librarian*
Multnomah County Library
My schedule: Sunday - Thursday
971-271-1722
multcolib.org <http://www.multcolib.org>
My pronouns are she/her/hers
[This email was encrypted for your privacy and security]
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://omls.oregon.gov/pipermail/answerland-summit/attachments/20230406/8e3f88a0/attachment.html>