| This thesis project documents the establishment of an online staff training tutorial for major service points in the Dr. Martin Luther King, Jr. Library of San Jose, California. Data examined to create the structure for project development include desk observations, in-house service point statistics, and reports from staff development and metrics consultants. Tutorial content was determined by information gleaned through literature review, data analyses, current and historical library training documents, personal desk experience, and pre-existing online tutorials. This report details the process for the creation, design, development, and preliminary testing of an online training tutorial focused on the reference interview and referral process for the two combined service points responsible for the bulk of the first tier of reference service, the information kiosk and the reference support desk. |
