Staff Training - Fall 2019

Kyle Feenstra
Coordinator, Learning & Instruction Support

Chat 

Answers

FAQs

Screen
Sharing

Chat

FAQs

FAQs

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

Ask Us Training - Screen Sharing

By Kyle Feenstra

Ask Us Training - Screen Sharing

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