North American Virtual Reference Conference - "You've Come to the Right Place!"

"You've Come to the Right Place!" Assisting Other Libraries' Patrons

How do we ensure that we provide other libraries’ patrons with the helpful and seamless service we want for our own patrons? Being part of virtual reference cooperatives, most of us answer chat queries from patrons of libraries where we might never cross the threshold. It can be challenging to provide quality service when we are answering questions related to account assistance, policies, and technology and materials that are unique to another library. In this presentation I will offer tips and suggestions that can be contained in a short checklist for library staff.

Joanna Milner, Multnomah County Library - Central Library, Library Assistant

Joanna has been digging up information and good reads for Multnomah County Library patrons for nearly 20 years. She is a member of the Advisory Committee and the Quality Team of Answerland, Oregon’s online reference services cooperative. She has presented workshops on library staff training for Oregon Library Association, Washington Library Association, and Oregon Association of School Libraries.

"You've Come to the Right Place!" Assisting Other Libraries' Patrons

Joanna Milner, Multnomah County Library - Central Library, Library Assistant

This event is sponsored by the the Institute of Museum and Library Services through the Library Services and Technology Act, administered by the Washington State Library.