Staff Training - Fall 2019

Kyle Feenstra
Coordinator, Learning & Instruction Support

http://bit.ly/AskUsStaffTraining2

Chat 

Answers

FAQs

Screen
Sharing

Chat

FAQs

FAQs

• The new chat interface
• Dealing with difficult patrons
• Using screen sharing 

Chat

New Chat Interface - Settings

Choose which department you are monitoring during your session.

Choose which department you want to receive notifications from. 

New Chat Interface - Replying to Patrons

Access FAQ knowledge base:

• for your own reference
• to share links to FAQs.

Difficult Patrons - Role Play and Discussion

• A student is distraught because they were notified that they have overdue fines in excess of $200. They claim they are being charged for lost books when they are certain they returned the books already. 

• A faculty researcher is very angry because they need access to a particular database and they cannot login from their computer at home. 

• A patron has become very frustrated because they received misinformation from another library staff member. The patron is using abusive language. 

New Chat Interface - Screen Sharing

Start screen sharing with a patron. 

New Chat Interface - Practice

1. Write 3 questions for the group.
2. Put your questions back in the hat.
3. Choose a question and take turns asking a responding with a partner.

Use the FAQs and screen sharing as appropriate.

Any Questions?

Kyle Feenstra
Coordinator, Learning & Instruction Support
405 Robson Hall - E.K. Williams Law Library
kyle.feenstra@umanitoba.ca