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Training Students for a Blended Service Desk

Contains materials from the WAAL 2015 annual conference presentation given on April 23.


UW-Parkside Desk

Context: The Parkside Desk

A Partial Solution: Digital Worksheets

Your Turn: Training Successes and Challenges


Bodemer, Brett B. 2014. “They CAN and They SHOULD: Undergraduates Providing Peer Reference and Instruction.” College & Research Libraries 75 (2): 162–78. doi:10.5860/crl12-411.

Borin, Jacqueline. 2001. “Training, Supervising, and Evaluating Student Information Assistants.” The Reference Librarian 34 (72): 195–206. doi:10.1300/J120v34n72_16.

Brown, Stephanie Willen. 2008. “The Reference Interview: Theories and Practice.”

Connell, Ruth Sara, and Patricia J. Mileham. 2006. “Student Assistant Training in a Small Academic Library.” Public Services Quarterly 2 (January): 69–84. doi:10.1300/J295v02n02_06.

Epstein, Carmen. 2003. “Using Blackboard for Training and Communicating with Student Employees.” College & Undergraduate Libraries 10 (1): 21–25. doi:10.1300/J106v10n01_02.

Faix, Allison I., Margaret H. Bates, Lisa A. Hartman, Jennifer H. Hughes, Casey N. Schacher, Brooke J. Elliot, and Alexander D. Woods. 2010. “Peer Reference Redefined: New Uses for Undergraduate Students.” Reference Services Review 38 (1): 90–107. doi:10.1108/00907321011020752.

Folk, Amanda L. 2014. “How Well Are We Preparing Them?: An Assessment of First-Year Library Student Assistants’ Information Literacy Skills.” College & Undergraduate Libraries 21 (2): 177–92. doi:10.1080/10691316.2013.829377.

Hodges, Alex R., and Meg Meiman. 2009. “IM Is for Instant Millennials: Developing Staffing Models and Best Practices for Instant Messaging.” Technical Services Quarterly 26 (3): 199–206. doi:10.1080/07317130802520203.

Kathman, Jane M, and Michael D Kathman. 2000. “Training Student Employees for Quality Service.” The Journal of Academic Librarianship 26 (3): 176–82. doi:10.1016/S0099-1333(00)00096-3.

Langan, Kathleen. 2012. “Training Millennials: A Practical and Theoretical Approach.” Reference Services Review 40 (1): 24–48. doi:10.1108/00907321211203612.

Mestre, Lori S., and Jessica M. LeCrone. 2015. “Elevating the Student Assistant: An Integrated Development Program for Student Library Assistants.” College & Undergraduate Libraries 22 (1): 1–20. doi:10.1080/10691316.2015.1001240.

Neuhaus, Chris. 2001. “Flexibility and Feedback: A New Approach to Ongoing Training for Reference Student Assistants.” Reference Services Review 29 (1): 53–64. doi:10.1108/00907320110366813.

Nims, Julia K., Paula Storm, and Robert Stevens. 2014. Implementing an Inclusive Staffing Model for Today’s Reference Services: A Practical Guide for Librarians. Lanham, Maryland: Rowman & Littlefield.

---. 2015. “Research Guides: Inclusive Reference Model Training Materials: Home.” Accessed April 2.

Todorinova, Lily, and Matt Torrence. 2014. “Implementing and Assessing Library Reference Training Programs.” The Reference Librarian 55 (1): 37–48. doi:10.1080/02763877.2014.853277.

Ward, David. 2003. “Using Virtual Reference Transcripts for Staff Training.” Reference Services Review 31 (1): 46–56. doi:10.1108/00907320310460915.

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