Hi: For those of you who are around the last 3 weeks of August, is anyone able to do the following shifts:
(Monday) August 13 & 20th 10-11 am; (Monday) August 27th 10-11 and 12-1 pm
Happy to switch for a shift before or after these weeks.
Thanks on behalf of Carol and myself,
Andrea
Andrea Szwajcer
andrea.szwajcer(a)ad.umanitoba.ca<mailto:andrea.szwajcer@ad.umanitoba.ca>
204.237.2991
Hi folks,
Looks like there were technical difficulties with the audio portion of the webinar, so we only have the slides. If you have any questions, I'll be happy to fill you in on the points.
Betty
From: Ewoldsen,Beth [mailto:ewoldseb@oclc.org]
Sent: Monday, June 18, 2012 1:43 PM
To: partnerships
Subject: Dealing with Rude Patrons Online event materials
Thank you for registering for, "What the @#$? Dealing with Rude Patrons Online" on June 14, 2012.
Unfortunately, we do not have a recording of the session as planned. Please find instead a copy of both sets of slides used in the presentation. I know many of you had specifically requested the recording and I apologize for the inconvenience.
Additionally, there was a post from QuestionPoint's blog mentioned in presentations. You can find that post on Establishing Rapport through Humor here<http://questionpoint.blogs.com/questionpoint_247_referen/2009/03/tuesdays-t…>.
Thank you,
Beth Ewoldsen
Partner Program Coordinator
OCLC
800-848-5878 x1200
ewoldseb(a)oclc.org<mailto:ewoldseb@oclc.org>
Learn about opportunities for groups http://community.oclc.org/groups/
Hi folks,
I will be away from June 20-July 27. Can anyone cover my Wednesday VR shifts?
They are:
June 20, 1pm-2pm
June 27, 1pm-2pm
July 4, 1pm-2pm
July 11, 1pm-2pm
July 18, 1pm-2pm
July 25, 1pm-2pm
Thanks!
Betty
We have several people away on Monday, June 18th. Can anyone help to cover these shifts:
1:00 pm to 2:00 pm
2:00 pm to 3:00 pm
3:00 pm to 4:00 pm
Thank you.
Daisy Santos, Library Assistant
Reference & Research Services
Neil John Maclean Health Sciences Library
University of Manitoba
770 Bannatyne Avenue
Winnipeg, MB R3E 0W3 Canada
Tel 204-789-3518 Fax 204-789-3922
Hi folks,
If you're on virtual ref this afternoon, please be advised that Sciverse/Science Direct is down at the source. Recommended alternates are Academic Search Complete, CINAHL & PubMed.
I'm watching Twitter & will let you know when it's back up.
Thks
Betty
Looks like an interesting webinar, and best of all it's free:
Free webinar: dealing with rude patrons online
You are cordially invited to our next free webinar, scheduled for this Thursday, June 14 from 1 PM to 2 PM ET (12pm-1pmCDT). This is the latest in our series on Best Practices in Virtual Reference.
As we know, not all virtual reference exchanges are friendly chats, despite our best efforts. It can happen whether your service is geared to the general public, academic researchers, or younger students. From using inappropriate language to being impatient to SHOUTING BY USING ALL CAPS, online reference can be a little different to in person requests because it's hard to know the intended tone. And, the anonymity of the online environment can encourage patrons to say things in chat that they would probably not say in person, or even on the telephone.
Hear and share some effective ways to deal with rude users without losing your cool. Our speakers:
Julie Strange, statewide coordinator of Maryland AskUsNow!
Susan McGlamery, manager of QuestionPoint's 24/7 Reference Cooperative
Wren Spangler, 24/7 Reference Quality team
Julie will provide an overview of anonymity, civility and the library.
Susan will present a brief overview of the 24/7 Reference Cooperative's policies regarding rude patrons, and Wren will discuss tips for dealing with these stressful situations, and how you may be able to turn a hostile conversation into a productive one.
To register, please look for the webinar announcement here:
http://www.oclc.org/questionpoint/, then click the link which says "Register for this event" (you may have to scroll down a bit to locate the webinar announcement).
Hope to see you there!
Regards,
Susan
Susan McGlamery
QuestionPoint product manager
mcglames(a)oclc.org
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