Small but Mighty: Recognizing, Reveling, and Reflecting on Teachable Moments in Virtual Reference
In a world where virtual reference interactions have become commonplace, reference staff have many occasions to provide online users with teachable moments. These instances of spontaneous instruction give patrons pertinent details that are above and beyond their original question or need, to enlighten them or to help navigate the information environment. Join us as we discuss how to recognize opportunities for virtual teachable moments on chat platforms, in videoconferencing, and through email, in the absence of in-person contextual clues including tone of voice and facial expression. Learn how to determine when a user is ready to receive instruction through a needs hierarchy. Receive suggestions for creating a culture in your institution where virtual teachable moments are revered and rewarded due to the added value they offer. This session will provide opportunities for attendees to share their own experiences with teachable moments, and will encourage reflection on these small but significant instances where a little extra effort goes a long way in providing high-quality reference assistance to your virtual population.
Ashley B. Crane, Sam Houston State University, Research & Instruction Librarian and Assistant Professor
Ashley B. Crane is a Research & Instruction Librarian and Assistant Professor at Sam Houston State University in Huntsville, TX. She obtained her MLIS from the University of Washington, earned a BS in Interdisciplinary Studies from Tarleton State University, and holds Texas Teacher Certifications in Science (Grades 4-8), Generalist (Grades 4-8), and English as a Second Language. Ashley’s research interests include effective information literacy instruction and librarian-faculty communication.
Stacy H. Johnson, Sam Houston State University, Research & Instruction Librarian and Assistant Professor
Stacy H. Johnson is a Research & Instruction Librarian and Assistant Professor at Sam Houston State University, in Huntsville, TX, where she is the Science specialist. Stacy received her MLIS from the University of North Texas, and holds a BS in Anthropology from Tulane University. Her professional interests include information literacy instruction and library marketing/outreach.
Dianna L. Kim, Sam Houston State University, Research & Instruction Librarian and Assistant Professor
Dianna L. Kim is a Research & Instruction Librarian and Assistant Professor specializing in criminal justice and law at Sam Houston State University’s Newton Gresham Library. Her duties include information literacy instruction, reference services, and criminology, forensic science, and security studies collection development. Dianna earned her MLIS from the University of North Texas, a BS in Political Science from Illinois State University, and a JD from William Mitchell College of Law. She currently serves as the President of the Special Libraries Association Texas Chapter.
Lisa Shen, Sam Houston State University, Interim Director and Head of Research & Instruction
Lisa Shen is the Interim Director and Head of Research & Instruction of the Newton Gresham Library at Sam Houston State University. She earned her MLIS from McGill University and holds a MBA from Sam Houston State University. Lisa’s research interests include information behavior and evidence-based library and information research.