88 · Representative Documents: Service Philosophy
University of Minnesota
Digital Reference Consolidation Pilot Support
http://blog.lib.umn.edu/digref/
University Libraries' Digital Reference Site
http://blog.lib.umn.edu/digref/[11/10/11 2:13:06 PM]
University Libraries' Digital Reference Site
Sign In
Home Blog Reference Staff Contact Information Training Coordinator Checklists
Digital Reference Consolidation Pilot
Support
Please share your comments, questions, and content regarding the consolidation via the
blog or the quick links and training areas of the site.
Proposed Staffing Model
All reference desk staff responsible for digital reference (Wilson, Sci/Eng, Magrath, HSL) will
answer chat questions and process/refer/answer e-mail questions during assigned desk shifts
(see General Expectations and Guidelines for more specific information on managing multiple
interactions). Chat questions will roll to the national queue if no staff member is able to assist
due to interactions with other patrons. When only one desk is staffed (some evening and
weekend hours) and providing Digital Reference support, e-mail questions will have lower priority
over in-person interactions and may be left in the queue to be handled on the next business
day.
Contact the Digital Reference Consolidation Team with any questions:
Kristi Jensen, Chair
Mary Schoenborn, RRC Co-chair
Tony Ihrig, RRC Co-Chair
Virginia Gunville Bach
Scott Marsalis
Emily Reimer
LINKS
QuestionPoint login
IT Helpdesk Website
Staff/Faculty Eligibility Matrix
Student Eligibility Matrix
Technical Troubleshooting Tips
Technical Troubleshooting Matrix
X.500 DirTools Sign In
Citation Manager Experts
Keeping Up and Social Networking Tools Experts
Productivity and Efficiency Experts
CybraryN -Public Workstation Access
CREATE YOUR OWN POST...
Feed the Blog!
RECENT ENTRIES
Reminder: Enter all Email &Chat
Questions in DeskTracker
This is a reminder to use DeskTracker as the
place to record all of the time you spend working
on…
By Mary Schoenborn |Comments (0)
EBSCO E-Book Problems
Recently users have contacted us regarding
problems, ranging from "locked out" messages
to inability to download content, and more
from…
By Mary Schoenborn |Comments (0)
Law Reference questions handle
via email
We've had a request from Suzanne Thorpe,
Assoc. Director of Faculty, Research and
Instructional Services at the Law Library, to…
Search
University of Minnesota
Digital Reference Consolidation Pilot Support
http://blog.lib.umn.edu/digref/
University Libraries' Digital Reference Site
http://blog.lib.umn.edu/digref/[11/10/11 2:13:06 PM]
University Libraries' Digital Reference Site
Sign In
Home Blog Reference Staff Contact Information Training Coordinator Checklists
Digital Reference Consolidation Pilot
Support
Please share your comments, questions, and content regarding the consolidation via the
blog or the quick links and training areas of the site.
Proposed Staffing Model
All reference desk staff responsible for digital reference (Wilson, Sci/Eng, Magrath, HSL) will
answer chat questions and process/refer/answer e-mail questions during assigned desk shifts
(see General Expectations and Guidelines for more specific information on managing multiple
interactions). Chat questions will roll to the national queue if no staff member is able to assist
due to interactions with other patrons. When only one desk is staffed (some evening and
weekend hours) and providing Digital Reference support, e-mail questions will have lower priority
over in-person interactions and may be left in the queue to be handled on the next business
day.
Contact the Digital Reference Consolidation Team with any questions:
Kristi Jensen, Chair
Mary Schoenborn, RRC Co-chair
Tony Ihrig, RRC Co-Chair
Virginia Gunville Bach
Scott Marsalis
Emily Reimer
LINKS
QuestionPoint login
IT Helpdesk Website
Staff/Faculty Eligibility Matrix
Student Eligibility Matrix
Technical Troubleshooting Tips
Technical Troubleshooting Matrix
X.500 DirTools Sign In
Citation Manager Experts
Keeping Up and Social Networking Tools Experts
Productivity and Efficiency Experts
CybraryN -Public Workstation Access
CREATE YOUR OWN POST...
Feed the Blog!
RECENT ENTRIES
Reminder: Enter all Email &Chat
Questions in DeskTracker
This is a reminder to use DeskTracker as the
place to record all of the time you spend working
on…
By Mary Schoenborn |Comments (0)
EBSCO E-Book Problems
Recently users have contacted us regarding
problems, ranging from "locked out" messages
to inability to download content, and more
from…
By Mary Schoenborn |Comments (0)
Law Reference questions handle
via email
We've had a request from Suzanne Thorpe,
Assoc. Director of Faculty, Research and
Instructional Services at the Law Library, to…
Search
