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Model Reference Behaviors
  • Customer Service -- The Model Reference Behaviors. This is a self-paced online course provided by the Maryland State Library Resource Center. Here's their description: "In this workshop, we'll discuss specific behaviors that we can use in our everyday work with our customers. Learning and applying these behaviors will enable us to assist our customers more effectively as well as to foster good working relationships with the public in general." Offers .3 CEUs for Maryland library employees.

  • Getting IT Right the First Time (PowerPoint file and Word Document)
    • It's not just librarians working the reference desk who use Model Reference Behaviors on a daily basis. Everyone, from receptionists to IT techs, should be using some variation of model reference when working with internal and external customers. The attached Power Point and practice scenarios can be used to create an hour workshop to get your library's IT staff up to speed with using MRBs to resolve the everyday computer problems of staff.
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lawlesslibrarian 		Latest page update: made by lawlesslibrarian , Sep 17 2010, 3:55 PM EDT (about this update About This Update lawlesslibrarian Edited by lawlesslibrarian


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