Customer Priority Management: Reference Triage
Communication between reference staff in libraries is important in order to serve the patron/customer properly and promptly. Triaging a question from reference desk staff to subject experts involves both parties to be receptive and collegial. This presentation outlines in-person and virtual reference problems as well as proposed solutions. It also includes live polling results of the library staff in attendance, which informed discussion of these issues.
Library, Reference, Triage, Librarian, Patron, Customer, Virtual Reference
Fullerton, Cody and Joshua Herter. "Customer Priority Management: Reference Triage." 2016. Microsoft Powerpoint file