Chapter 1. Self-Assessment Activities

Chapter 2. Learning Activities

Chapter 3. Learning Activities

Common Chat and E-mail  Abbreviations, Emoticons and Emoting

Chapter 4. Learning Activities

Core Reference Sources and Tools

The Virtual Reference Handbook: Interview and Information Delivery Techniques for the Chat and E-Mail Environments

by Kovacs, Diane K. Neal-Schuman Publishers (2007) published concurrently in the United Kingdom by Facet Publishers (2007)

Chapter 1. Communications Competencies Self-Assessment Activity

Definition of terms used in describing learning goals and performance objectives. Select the level of competency that you feel best describes your personal level of communications competency and then click "Generate Self-Assessment Report". This will generate a report you can print out and save to evalute yourself again after you read and complete the activities in Chapter 3.

Communications Competencies (C)

C 1.1 how to learn and continue learning technical, communications, and reference skill and knowledge
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
bluearrowC1.2 how, why, and when to use good reference interviewing skills and techniques
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
bluearrowC1.3 Ability to empathize with virtual reference users during a virtual reference interview, and to understand something of the culture and social environment of the Internet
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
bluearrowC1.4 how to explain library and research processes without using library jargon
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
bluearrowC1.5 how to imagine and project a professional persona as part of library participation in the Internet Community library space on the Web
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
bluearrowC1.6 how to provide information without making value judgments, to maintain and project professional objectivity
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
bluearrowC1.7 how to read carefully and quickly, the text typed by a library user and displayed on a computer monitor - communicating to the user that you are listening
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
bluearrowC1.8 how and why to be their for the user avoid silence
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
bluearrowC1.9 how and when to teach or instruct during a virtual reference transaction
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
bluearrowC1.10 how and when to provide follow-up, referrals, or to request consultations with other professionals
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
bluearrowC1.11 how to work with multiple users in a virtual reference only environment
I can Demonstrate Awareness of  I have Understanding of I have the Ability to  I have Detailed Functional Knowledge of
Additional comments or ideas: :

(Please include your name and e-mail address if you would like feedback from the author/teacher - otherwise this self-assessment report is completely anonymous)