Training Paraprofessionals for Reference Service
by Pamela J. Morgan and Julie Ann McDaniel
American Library Association, 2009
Paper: 978-1-55570-643-2
Library of Congress Classification Z711.2.M36 2009
Dewey Decimal Classification 25.52071173
TOC
Contents List of Figures Preface Acknowledgments 1. Paraprofessionals at the Reference Desk Introduction Arguments for Using Paraprofessionals Redirect Professional Expertise Cost Savings Combined Service Points Respond to Changing Patron Needs Arguments Against Using Paraprofessionals Value of Professional Education Inaccurate Referrals Time to Train and Supervise Making the Decision References Additional Resources 2. Laying the Groundwork Assessment Writing the Job Description Performance Standards Referrals References 3. Creating a Training Plan Identify Training Needs Prioritize Training Needs Formulate Goals and Objectives Choose Training Methods Determine Sequencing Select Training Materials Policy and Procedure Manual Glossary Other Ideas for Training Materials Modules and Checklists Checklists for Designing Modules The Trainer References 4. Orientation Planning Orientation Preparation First Days Reference Department and Desk Orientation Sessions Tour Library Web Site Department Introductions Philosophy of Service Performance Standards and Expectations References 5. Basic Skills 1. Online Catalog Training Objectives Checklist 2. Web Services Objectives Checklist 3. Evaluating Internet Sources Authority Accuracy Currency Purpose Objectivity Exercise 4. Call Number Training Objectives Library of Congress Call Numbers Dewey Decimal Numbers Resources 6. Advanced Skills 1. Article Database Training Objectives Checklist 2. Federated Searching Objectives Checklist 3. Link Resolvers Objectives Checklist 4. Superintendent of Documents (SuDoc) numbers Objectives Exercise Resources 7. Ready Reference Skills 1. General Encyclopedias Objectives Training Handout Exercise and Practice Questions A Note about Wikipedia 2. International Information Objectives Training Handout Practice Questions 3. Statistics Objectives Training Handout Practice Questions 4. Government Individuals and Agencies Objectives Training Handout Practice Questions 5. Company Information Objectives Training Handout Exercise Practice Questions 6. Consumer Medical and Health Information Objectives Training Handout Comparison Exercises Practice Questions Resources 8. Communication Skills How Users Ask Questions Setting the Stage Approachability Interest Communication Skills for Routine Questions Making Referrals The Reference Interview What Is a Reference Interview? Negotiating the Question Listening Skills Inquiring Skills Inclusion Closure and Follow-up Telephone Reference Interview Electronic Reference Interview Special Patrons Children and Young Adults Patrons with Disabilities Teaching Communication Skills Videos, Articles, and Books Workshops Microtraining and Practice References 9. Performance Management Meeting Performance Standards Feedback Coaching Formal Evaluation References 10. Evaluation and Revision of Training Reaction Learning Behavior Results Revision of Training References Appendix. Guidelines for Behavioral Performance of Reference and Information Service Providers Glossary Bibliography Index About the Author
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