Author(s) Bio

Marisha C. Kelly is a Reference and Instruction Librarian at Northcentral University. She earned a B.S. in Magazine Journalism from Syracuse University and holds an M.S. in Library and Information Science from Drexel University. Her personal experience as a distance learner prompted her interest in virtual reference.

Keywords

Virtual, Support System, Synchronous Learning, Asynchronous Learning, Online Reference

Description of Proposal

This poster outlines strategies for creating a support system for online graduate students learning new software. The Northcentral University (NCU) Library is a 100 percent online library providing services and delivering resources to students in a remote context. According to university facts and figures, approximately 98 percent of students are enrolled in a graduate program and nearly 69 percent of those students are pursuing a doctoral degree. In May 2019, a reference and instruction librarian developed a program to support graduate students learning how to use ProQuest RefWorks, a web-based research management tool. Elements of the program include synchronous options and asynchronous alternatives for users seeking training on the effective use of the tool. These elements can be broadly applied to other learning situations and can form a baseline for promoting guidance on a new subject or learning about a new application. Synchronous training options in the form of weekly workshops, one-on-one appointments, live help support through phone and chat reference, and virtual study halls are discussed. Since launching live library workshops on RefWorks, more than 550 users have attended a session. Users can register for sessions on the NCU Library’s events page and workshops are facilitated through Zoom conferencing software. For more in-depth, personalized support on RefWorks, students can request a one-on-one appointment with a librarian. This appointment service allows users to share their screens and engage with the tool using a hands-on approach. Over 50 students have requested a one-on-one session for additional support following attendance at a live workshop. General guidance on using the tool is provided through chat and phone reference services, but users with questions requiring extensive help are referred to other resources. Virtual study halls are live, 2-hour study sessions hosted through Zoom where users can join at any time to ask any library-related questions and receive support. Asynchronous training alternatives in the form of recorded video tutorials, library guides, and frequently asked questions are described. To accommodate the learning needs of users who cannot make a live session, a recorded video tutorial provides a self-paced learning alternative that users can review. The original recorded video tutorial created for RefWorks amassed over 9,000 views on YouTube. A dedicated library guide with content, handouts, and information about the tool is maintained and serves as a resource that is available 24/7. Users can also search a knowledge base of frequently asked questions related to using the tool. Library staff can create a thorough training program with these diverse support offerings.

What takeaways will attendees learn from your session?

Users will be able to:

-Identify synchronous supports for students learning new software or topics

-Recognize asynchronous supports for students learning new software or topics

-Consider thorough development for a training program that supports online users

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Creating a Support System for Online Graduate Students Learning New Software

This poster outlines strategies for creating a support system for online graduate students learning new software. The Northcentral University (NCU) Library is a 100 percent online library providing services and delivering resources to students in a remote context. According to university facts and figures, approximately 98 percent of students are enrolled in a graduate program and nearly 69 percent of those students are pursuing a doctoral degree. In May 2019, a reference and instruction librarian developed a program to support graduate students learning how to use ProQuest RefWorks, a web-based research management tool. Elements of the program include synchronous options and asynchronous alternatives for users seeking training on the effective use of the tool. These elements can be broadly applied to other learning situations and can form a baseline for promoting guidance on a new subject or learning about a new application. Synchronous training options in the form of weekly workshops, one-on-one appointments, live help support through phone and chat reference, and virtual study halls are discussed. Since launching live library workshops on RefWorks, more than 550 users have attended a session. Users can register for sessions on the NCU Library’s events page and workshops are facilitated through Zoom conferencing software. For more in-depth, personalized support on RefWorks, students can request a one-on-one appointment with a librarian. This appointment service allows users to share their screens and engage with the tool using a hands-on approach. Over 50 students have requested a one-on-one session for additional support following attendance at a live workshop. General guidance on using the tool is provided through chat and phone reference services, but users with questions requiring extensive help are referred to other resources. Virtual study halls are live, 2-hour study sessions hosted through Zoom where users can join at any time to ask any library-related questions and receive support. Asynchronous training alternatives in the form of recorded video tutorials, library guides, and frequently asked questions are described. To accommodate the learning needs of users who cannot make a live session, a recorded video tutorial provides a self-paced learning alternative that users can review. The original recorded video tutorial created for RefWorks amassed over 9,000 views on YouTube. A dedicated library guide with content, handouts, and information about the tool is maintained and serves as a resource that is available 24/7. Users can also search a knowledge base of frequently asked questions related to using the tool. Library staff can create a thorough training program with these diverse support offerings.