Training Temporary Reference Staff for Maximized Learning: A Case Study

Wetli, Autumn

doi:10.1016/j.acalib.2019.04.009

Cited by 3 publications

(4 citation statements)

References 5 publications

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“…This is in line with Baharudin et al (2020) In Table 2, 55% indicate that training of tourism personnel is regular, so the skills, knowledge, attitudes and behaviors of your company's staff should be improved so that they can have new tools and knowledge. This is in line with Wetli (2018) and Perova et al (2018) who consider that training should be comprehensive enough to prepare staff by providing them with general reference assistance and sensitivity to conflicting time constraints.…”

Section: Discussionsupporting

confidence: 75%

“…Competition among companies that promote tourist attractions in the province of Cañete is constantly increasing, which requires strategic management that includes change management, personnel training, service quality and differentiation, and technological innovation management (Baharudin et al, 2020;Wetli, 2018;Holis et al, 2018;Angel et al, 2016;Tavera, 2017). Without strategic management, opportunities to achieve goals and expand the company are lost, resources are inadequately managed, and processes are not efficient.…”

Section: Introductionmentioning

confidence: 99%

“…Staff training, programs should consider the knowledge required of staff preparing them to provide referral and support services. In addition, training must be continuous and sensitive to staff limitations, roles and responsibilities(Wetli, 2018). This training must be comprehensive in order to prepare staff who do not have complete knowledge to provide general referral assistance, and it must be sensitive to the limitations and needs of workers.A study in Eastern Siberia states that often workers in tourism enterprises do not have elementary or basic professional education.…”

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confidence: 99%

See 2 more Smart Citations

Strategic management model to promote competitiveness in tourism companies in Cañete

Pumaleque¹,

Carbajal²,

Silva³

et al. 2021

3C Empresa

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Section: Discussionsupporting

confidence: 75%

Section: Introductionmentioning

confidence: 99%

mentioning

confidence: 99%

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Strategic management model to promote competitiveness in tourism companies in Cañete

Pumaleque¹,

Carbajal²,

Silva³

et al. 2021

3C Empresa

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“…Over the past several years, a number of studies have considered how best to train students to provide online and in-person reference services. A University of Michigan paper described an online and in-person hybrid training process (Wetli, 2019). Librarians at another Canadian university completed a content analysis of online chat transcripts and patron surveys to determine the quality of student reference interactions (Barrett & Greenberg, 2018).…”

Section: Commentarymentioning

confidence: 99%

Graduate Assistants Trained in Reference May Not Consistently Apply Reference Interview and Instructional Strategies in Reference Interactions

Schroeder

2020

EBLIP

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A Review of: Canuel, R., Hervieux, S., Bergsten, V., Brault, A., & Burke, R. (2019). Developing and assessing a graduate student reference service. Reference Services Review, 47(4), 527–543. https://doi.org/10.1108/RSR-06-2019-0041 Abstract Objective – To evaluate the effectiveness of a reference training program for graduate student employees that seeks to encourage use of reference interview and instruction techniques in virtual and in-person reference interactions. Design – Naturalistic observation with qualitative content analysis. Setting – A large, public research university in Montreal, Canada. Subjects – Three graduate students in Library and Information Science employed by the university library to provide virtual and in-person reference services. Methods – After completing a training program, the three participants provided virtual and in-person reference training for two consecutive semesters. They self-recorded their desk interactions in a Google form. These self-reports, along with their online chat transcripts from QuestionPoint, were the subject of this study’s analysis. Focusing on the QuestionPoint data, the authors coded the transcripts from these participants’ online reference interactions to reflect the presence or absence of a reference interview and various instructional techniques in their responses to patrons. Also, all in-person and virtual questions were examined and categorized as being either transactional or reference questions. Reference questions were further categorized as basic, intermediate, or advanced questions. Main Results – Of the chat transcripts analyzed, 49% were classified as containing reference questions rather than transactional questions. At the desk, 21.9% of interactions were coded as reference questions. Taking the two semesters together, 232 of 282 virtual reference questions were considered basic, while 41 were labelled intermediate, and 9 classified as advanced. Similarly, of 136 desk reference questions, 120 were classified as basic, 14 as intermediate, and 2 as advanced. In their coding of chat transcripts, researchers indicated whether the interaction contained no reference interview, a partial reference interview, or a complete reference interview. Virtual chat transcripts from both fall and winter semesters showed that no reference interview took place in 77.3% of interactions. Authors noted evidence of partial reference interviews in 19.3% of fall transcripts and 21.5% of winter transcripts. Complete reference interviews took place in 3.4% of fall and 1.2% of winter transcripts. Additionally, authors found that 65.5% of chat transcripts contained elements of instruction, with Modelling and Resource Suggestion being the most prevalent forms. Conclusion – Because the graduate students used complete or partial reference interviews in a small number of their virtual reference questions, the authors of this study determined that more emphasis ought to be placed on reference interviews, particularly virtual reference interactions, in future training programs. Graduate students employed instructional strategies in observed virtual reference interactions, a promising trend.

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Measuring the quality of reference services provided by paraprofessionals at an academic library

Lapidus

Bond

Wentz

et al. 2020

The Journal of Academic Librarianship

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Training Temporary Reference Staff for Maximized Learning: A Case Study

Cited by 3 publications

References 5 publications

Strategic management model to promote competitiveness in tourism companies in Cañete

Strategic management model to promote competitiveness in tourism companies in Cañete

Graduate Assistants Trained in Reference May Not Consistently Apply Reference Interview and Instructional Strategies in Reference Interactions

Measuring the quality of reference services provided by paraprofessionals at an academic library

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