Northeast Ohio Regional Library System - Event Information - Northeast Ohio Regional Library System

Event Name:
Reference is Reference! Providing Quality Service via Chat, in Email, by Phone, and Beyond


For some, the phrase "virtual reference service" implies something less than "actual" reference service. Nothing could be further from the truth! During the current COVID-19 pandemic, many libraries that have not done much "virtual reference" in the past are finding that more and more patrons are requesting assistance over "virtual" channels. Regardless of medium, the goal is always quality service, authoritative information, and satisfied patrons. This webinar will focus on what quality reference service entails, how to utilize all the resources at your fingertips for your patrons, and how this all translates to interactions via chat, email, phone, and any other technology that may come along in the future!
Learning Objectives:
  • Identify the foundational principles of quality reference service
  • Learn how to apply these foundational principles in various media
  • Discover online resources to easily share with "virtual" patrons

Don Boozer is Manager: Literature Department, Ohio Center for the Book, and Homebound Services at Cleveland Public Library.
Don is also an adjunct instructor at Kent State University School of Information teaching "Information Sources and Reference Services." Previously, Don was coordinator of Ohio's statewide online reference service, KnowItNow24x7; a subject librarian in Literature at Cleveland Public Library; and a reference librarian at Barberton Public Library

Event Date:

Event Time:
10:00 AM - 11:00 AM Eastern

Via Zoom

Contact Person:

Who Should Attend:  Anyone interested in learning more about online reference service
Competency:  Reference

Non-Member Cost:      $40
NEO-RLS Bronze Member/
NORWELD, SERLS, SWON Member Cost:  $24
NEO-RLS Silver Member Cost:   FREE
NEO-RLS Gold Member Cost:    FREE

Can't attend on the date or time listed? Sign up anyway! All of our webinars include archive access for later viewing at your convenience.

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