Digital Reference Competencies Preliminaries Librarian should know how to: Access Quickstart Manual online Access "Need Help? In a Nutshell" Clear Cache Set IE Internet Tools (HTTP, JIT, security, signed X, accept cookies) Access the UCLA login page using correct URL address Log in using personal account; log in using generic account Open Express Inbox (& know the difference between Express & Standard) Select queues (waiting rooms) to monitor Set Preferences: Set 'Play a sound when customers are waiting' Set 'Pop to front - never' Transaction with caller (Express Inbox) Librarian should know how to: Retrieve caller by clicking on flashing "Get Customer" icon Greet customer by sending scripted or customized greeting Use chat feature for reference interviews & simple transactions Use UCLA categorized scripts off the scripts icon from right side frame Push web pages Use preview feature to view a web page before sending to patron Understand when to push page and when to escort patron by the content & complexity of the query Open "Console" by clicking icon Employ "Escort" by clicking icon Employ 'Transfer Call' feature Employ 'Conference Call' feature Add and delete personal scripts Work with more than one caller simultaneously Complete transaction by using correct Log off procedure Highlight correct Resolution Code' Close session without closing program Log off program Librarian should know how to: Exit all sessions Log off program in Express Inbox window Exit Main page by closing window After a session has closed: Access personal and generic transcripts Access patron's e-mail address Troubleshooting Librarian should know how to: Access Troubleshooting Guide online Access Digital Reference Resources page Re-engage a patron after a crash or freeze Pick up disconnected caller in the waiting room Contact Carol Bonnefil or Cherry Hill Co. with problems/questions