Top Notch Tips for Virtual Reference

This tutorial is designed for librarians and information professionals to master the art of providing effective virtual reference services. Participants will explore best practices for maintaining a professional, human connection in digital interactions, optimizing their workspace, and enhancing the user experience. Participants will learn how to manage interactions with a balance of empathy and efficiency. Special attention will be given to critical aspects of virtual reference such as reading user cues, guiding users through information, handling crises, and effectively transferring users when needed. We’ll also cover post-interaction steps and recommended strategies for reflecting on and improving virtual reference performance. By the end of this session, participants will feel confident in their ability to lead users through successful virtual reference experiences while maintaining high levels of engagement and support.

Learning Objectives: By the end of this webinar, learners will be able to:

1. Set up and optimize a virtual reference environment for effective communication and user engagement.
2. Apply active listening and empathetic communication skills to better understand user needs and provide tailored solutions.
3. Implement effective post-chat steps, including self-reflection and feedback, to continuously improve virtual reference skills.
4. Handle difficult interactions (e.g., trolls or crisis situations) with confidence and professionalism.