Science and Technology Studies Commons^™

Building Skills F2f – Using Chat Reference Techniques, Darcy C. Del Bosque, Kimberly Chapman

Library Faculty Publications

The UTSA Library, like many organizations, has been experiencing a period of rapid growth and change. Even positive change can cause stress in departments, and one way to help employees deal with change, while still providing customer-oriented service, is to establish a regular forum for discussion that encourages departmental communication.

Training is an important aspect of employee development; however, the literature indicates that, in many organizations, training is often given little attention and relegated to the sidelines due to other demands on staff. With the hiring of new personnel, including a new Head of Reference and a Training Coordinator, the …