Documents from class and other goodies

In your new staff training class we went over:

• The Language of AskUsNow!
  

• Activity: Sample Transcripts

• Emoticons and Chat Abbreviations and Shortcuts

• Tackling Tough Questions (and when to refer them)- this guide helps guide you through tough encounters and gives you ideas on where you can refer people

• Resolution Codes: A Guide- this flow chart helps you figure out what resolution code to apply to any given chat session

• The Behaviors Packet includes the AskUsNow! Behaviors Checklist / Anatomy of a Session, the 24/7 Reference Cooperative Best Practices, Beyond the Behaviors: Tips for Successful Virtual Reference Sessions (Joe Thompson), and Recommendations for Facilitating Interpersonal Communications in Virtual Reference Encounters (Marie Radford)

• Glitches Happen: the 4 step process for solving or reporting most technical issues

Also check out the QuestionPoint documentation on various topics:

• Flash Chat Quick Reference

• IM and Transfer in Chat

• Chat Follow-up and Referral

• Guide to IE Setup: This is the guide that helps you set up your IE browser before you can monitor chat. If your computer has never been set up to monitor AskUsNow! and you use Internet Explorer, you must do this. This guide is huge but is mostly screen shots and repeats a lot depending on the OS/Browser you're using.

Remember to practice before you go "live"!

• Here are some Sample Questions you can use when you're practicing

• How would YOU respond? (ppt | pps | pdf)
  Test yourself with these questions that are designed to trip you up! Think about the tone you use, questions you ask, and where you'd go for the answers!