AskUsNow! Refresher Training Planning
Meeting information and minutes can be found on this page: Goals and Plans: Meetings
Refresher Training Summary is linked here
THE GOAL
To increase and refresh the knowledge and skills of the Maryland AskUsNow! statewide providers through a variety of methods and formats.
THE PLAN
There are two phases to the Plan.
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Phase
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What
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Dates
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Objectives
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Task/Who/When
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Phase I
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Planning
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9/08 - 3/09
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Establish easy way to interact and communicate - liaisons, providers, etc
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Create a wiki (Julie - completed)
Invite all stakeholders (Julie - completed)
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Establish team for decision-making, communication, completion of tasks
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Initial "call" for committee members occurred during Sept. 2008 liaison meeting (all providers are also welcomed to join).
Second "call" as email sent on 12/23/08 (Julie)
First meeting: Teleconferenced on 1/6/09 (see meeting minutes/notes linked above) -CC 1/6/09
Second meeting: 1/13/09
Third meeting: 1/30/09
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To determine the best possible topics of interest and relevance for all AUN providers that will enhance chat reference skills
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Draft "Subject Ideas"(Liaison meeting, 9/08)
Review/refine possible ideas (Julie and Cathay-12/23/08)
Obtain continuous feedback/input from committee and all providers (ongoing)
Survey (for Refresher Training topics needed/desired)completed 2/27/09 - 100 respondents. Results compiled into "Refresher Training Summary" linked above.
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Phase II
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AUN Refresher Training, first for Liaisons and the for all Providers
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Actual Training Begins 3/10/09
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To build upon and enhance current skills and talents of liaisons and providers for the AUN service.
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List and create effective “refresher” modules, classes, resources through a variety of training methods (F2F, online, asynchronous, synchronous, pathfinders, resources) as needed (Julie, committee; beginning 1/09)
See details below - Refresher Training is to be provided to AUN Liaisons first (March 10), then to all providers. - CC 1/6/09
Topics for Refresher Training were generated using a survey, completed on 2/27/09. - CC
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Link to existing tutorials on QP (Cathay 1/09) based upon current topics of interest
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Develop training curriculum for each topic (Julie, beginning 1/09) for F2F format, and to be recorded in March
Update: First training to take place at scheduled Liaison Meeting March 10, Howard County. - CC 1/6/09 (Completed)
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Determine those resources that are current and available throughout the Maryland system (through speakers, trainers, existing pathfinders, presentations, etc.) (Committee - 1/09)
For Crisis Management Training, Jennifer Blunt. -CC 1/6/09 Jeri will work with Jennifer on Crisis Management Training. See below. 1/12/09
Crisis Training Draft linked here: http://askusnow.pbwiki.com/Crisis%20Training%20Draft
(Updated April 3, 2009)
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THE TIMEFRAME
January - March: finish planning
March- start the series
THE COMMITTEE
Julie Strange, AskUsNow!
Daria Parry, Deputy State Librarian
Jeri Cain, Reference and Information Services Manager, Caroline County Public Library
Debbie Barlow (Howard County)
Kendra Frost (Harford County - invited)
Cathay Crosby, AskUsNow! Operations Assistant
Nini Beegan
MODE IDEAS
face to face
synchronous interactive online (using inSync software with chat, voice, and whiteboard such as utilizing Wimba)
synchronous online (webinars/teleforums)
self-paced
other?
Subject Ideas
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Liaison and Provider Training
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Topics
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Sub-Topic |
Do we have it or have access to it? Where and who maintains it?
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Does it need to be created?
By when? By Whom? |
(Preferred) Format(s) |
Notes |
| A. Online Tutorials |
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1. "How to log into QP and use Flash Chat" |
Yes, this and a few others are available through QP, specifically at:
http://questionpoint.org/education/index.html#tutorials
(as of 11/23/08)
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Online tutorial/through web access |
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2. How to use IM and transfer |
Yes, this is available through QP, specifically at:
http://questionpoint.org/education/index.html#tutorials
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Online tutorial/web access |
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B. F2F AUN Refresher Training; 1. Liaison Refresher Training (This is to be the first training)
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Topics:
See Refresher Training Survey Summary for updated information regarding topics. It is linked at the top of this page.
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Curriculum needs to be created.
Action: Julie
Training/curriculum assignments to team members will come from Julie after draft curriculum is completed.
First class on March 10, 2009 at the regular Liaison Meeting, currently to be in the Central Branch of the Howard County Public Library.
Action: Investigate potential site at Howard County (adquate wifi and laptops to accommodate 35+ trainees).
Action: Julie developed a survey to poll "topics of interest/need" for liaisons and all providers. (completed 2/2/09 - cc) (This is the combined action for "B." below)
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Screenshots, handouts.
This training may be podcasted or videorecorded for uploading to AUN site. |
CEUs? Julie-Nini
Location - Howard County PL's Central Branch in Columbia (http://www.hclibrary.org/index.php?page=56 (Debbie checked on computers, wifi, space for a day)
Update: It is anticipated that every participant will bring their own wifi-accessible laptop. (Debbie has a few for those who need them, plus Julie and Cathay can each provide one.)
Has the room been thoroughly tested for this amount of Internet access? If not possible, organize curriculum to have "heavy Internet use" in am, and possibly have a back-up (i.e. - paper, PowerPoint).
Cords/power strips are needed.
Email will remind participants to bring their full-length cords.
One ethernet outlet available.
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| B. F2F AUN Refresher Training; 2. Provider Refresher Training (This is to be the second training) |
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Topics: Software overview, scripts (state resources, personlization of scripts, setting resolution codes), surveys, policies, interpersonal skills |
Much of the information will be on QP and AUN's Policy Pages |
Action: Julie will develop survey for feedback about these and other topics of interest/need; liaisons will offer their input. (completed 2/28/09 - cc)
All liaisons and providers are welcomed to attend training.
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| C. Marketing AUN |
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1. How do I market AUN to my staff? To my patrons? |
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2. What marketing materials are available? |
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D. Professional management topics - Crisis Management is the third scheduled training (see below)
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1. Crisis Management |
Jennifer Blunt
is a resource.
Any other resources online?
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To be offered after March/April trainings. Location TBD.
Action: Jeri will work with Jennifer Blunt to create a "Crisis Management Training" module, to submit to this group (for review/comments) by the end of March.
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This topic extends beyond AUN - it was suggested that a type of co-sponsorship be explored.
It was also suggested and agreed upon to bring in Jennifer Blunt, MSW, as professional speaker on this topic.
Crisis Training Draft
For your editing pleasure...
Jen and I suggest a 1 hour wimba session for delivery.
Any other ideas?
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2. Stress Management |
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3. Team building/maintaining |
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4. Advocating for AUN |
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Advocating skills are valuable - when needing to promote and gain support of any project (especially during tight-budget times) |
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5. QP updates and tutorials |
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6. AUN Policies |
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"Policies" will be covered in Liaison Refresher and Provider Refresher trainings. -CC 1/6/09 |
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AUN Resources and Pathfinders Subject Ideas
| Resources and Pathfinders |
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Sub-Topic |
Do we have it or have access to it? Where and who maintains it? |
Does it need to be created?
By when? By Whom? |
(Preferred) Format(s) |
Notes |
| A. Business |
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1. Small Business Resources |
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2. Finding information on businesses |
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| B. Crisis Management |
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| http://askusnow.pbwiki.com/Crisis%20Training%20Draft |
1. How to handle "calls for help" and other crisis-type questions |
Jennifer Blunt is a potential resource. |
A "Crisis Management Training" module will be created by Jeri and Jennifer, for this group's review, by end of March. |
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| C. Government Information |
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1. Voter information |
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2. Government officials' information |
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| D. Math |
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1. Math resources |
Pratt? had a seminar? |
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2. How to handle specific requests for math help |
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| E. Science/Science Fair |
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1. Science and science fair resources |
SLRC pathfinder? |
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| F. Law/Legal Questions |
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1. What to do when you get a legal/law question |
Catherine McGuire? |
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| G. Best practices of (chat) library reference services |
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1. Interpersonal communication |
Marie Radford? |
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2. Developing great customer service skills |
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| H. Health and Medical |
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1. Health/medical resources |
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| I. Tips and Tricks to make your chatting life easier |
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1. Keyboard shortcuts |
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2. Typing tutorials/developing typing skills |
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3. Learning "chat speak" |
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| J. Databases |
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1. Finding the right database for the patron |
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2. When is it okay to send a full-text article? |
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Julie is looking into this (12/23/08). |
WHAT'S ALREADY OUT THERE
SLRC E-Learning modules and workshops - I could see using several of these subject modules combined with blended learning by creating discussion questions tailored to the virtual environment. Perhaps liaisons could be motivated/persuaded to do this in their organizations after we create specific outcomes at liaison meetings for key points?
Julie - what did you think of this? http://www.amigos.org/learning/catalog/shopping/product_details.php?id=215 I know - $$ - but maybe we could work a group deal if it's worth it?
I'd hate for ppl to have to pay for training... and at current we can't pay for training, but it's something to keep in mind.
I know this isn't new - but http://vrstrain.spl.org/ has already designed one. I know that a "23 things" for VR training was mentioned - this may be the way to go to cover most of the subjects and competencies.
Julie says: I do like this a lot. we can absolutely use this / link to this. the site stopped being maintained in 2006 so we might want to suppliment or use that as a baseline for creating our own...
Our guidelines and policy page! Behaviors checkist, best practices, we already have it - now - how to get people to internalize it...my staff seem to work best with examples of "really good" and "here is what is missing that could have made this really good".
Comments (1)
Daria said
at 12:51 pm on Oct 9, 2008
We need to find out what is already out there first. That way, we do not reinvent the wheel. ~Daria
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