Contents; Preface; Chapter 1 -- Beyond Shazam!; Chapter 2 -- Introduction; Chapter 3 -- Core Competencies; Chapter 4 -- Learning through Using; Chapter 5 -- Multiple Ways of Learning; Chapter 6 -- Getting Started; Chapter 7 -- Learning Activities; Chapter 8 -- Model Reference; Chapter 9 -- Evaluation, Modification, and Follow-up; Appendix A -- Assessment Tools; Appendix B -- Transcripts; Appendix C -- Virtual Field Trip Reports; Appendix D -- Secret Patron Scenarios; Appendix E -- Policies and Procedures; Appendix F -- Online Meeting Transcript; Appendix G -- Other Support Materials
Appendix H -- Anytime, Anywhere Answers Budget, March 2002-June 2003Appendix I -- Trainer Notes and Tips; Glossary; Bibliography; Index
Summary
In a training program that promises to make any library staff member - regardless of education or experience - comfortable and proficient in providing virtual reference, expert educator-librarians Hirko and Ross detail 14 core competencies designed to foster consistent service