Customer Priority Management: Reference Triage
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Date
2016-04-14
Authors
Fullerton, Cody
Herter, Joshua
Journal Title
Journal ISSN
Volume Title
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Abstract
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.
Description
Keywords
Library, Reference, Triage, Librarian, Patron, Customer, Virtual Reference
Citation
Fullerton, Cody and Joshua Herter. "Customer Priority Management: Reference Triage." 2016. Microsoft Powerpoint file