Live Research Assistance: Consultant resourcesEdit This Page

From FamilySearch Wiki

(Difference between revisions)
(added faq link)
m (change link for tutorial)
 
(42 intermediate revisions by 8 users not shown)
Line 1: Line 1:
''This page gives information and resources to volunteers who are answering patron questions as part of our Live [https://www.familysearch.org/community/ask/labs/get_help.html Ohio] or [http://www.the1940census.com 1940] Research Help pilots.''  
+
= '''Welcome to Live Research Assistance''' =
  
<br>
+
Volunteer consultants give of their time free of charge to answer questions about research in areas where they have experience.&nbsp;We answer research questions over the phone and chat [[Live Research Assistance|'''in all of these areas''']].
  
== How to Sign In  ==
+
Volunteer consultants act as representatives of FamilySearch, and as such, observe the highest standards of conduct in their research interactions with patrons; providing friendly, accurate and timely service.
  
'''1940 Census'''
+
*[[#How_the_program_works|How the program works]]
 +
*[[Live Research Assistance:Interested in Volunteering?|Questions before you get started?]]
 +
*[https://www.familysearch.org/ask/givehelp Register here]<br>
  
:#Go to [http://www.the1940census.com the 1940 Census website].
+
{{Live Research Help Menu}}
:#Scroll down and click on '''Research Consultant Check in''' under the red Get Assistance button
+
:#Sign in with your LDS or FamilySearch Account
+
:#Check that the correct phone number is listed
+
:#Click '''Start receiving calls'''
+
:#When you are done volunteering for the day, click '''Stop receiving calls''' (the button will turn green)<br>
+
  
<br> '''Ohio'''
+
=== Please watch this [http://sdrv.ms/19HeiXF tutorial ]on how to check in as a volunteer and take a call or chat.  ===
  
:#Go to [http://labs.familysearch.org FamilySearch Labs]
+
=== '''How the program works''' ===
:#Click '''Ohio Research Assistance'''
+
:#Click&nbsp;'''Volunteers: Sign in to begin to receive calls'''
+
:#Check that the correct '''phone number&nbsp;'''is listed<br>
+
:#Click '''Start receiving calls'''
+
:#When you are done volunteering for the day, click '''Stop receiving calls''' (the button will turn green)
+
  
<br>
+
Consultants help patrons determine the best available resources for researching their ancestors. You'll be taught to use the same resources that our own support missionaries use to help patrons. Because of the high demand for help, service is usually limited to one question answered.&nbsp;''Extensive research assistance is not within our scope of service.&nbsp;''For more extensive research we recommend that patrons visit [https://familysearch.org/locations/centerlocator FamilySearch Centers], General Research Communities such as&nbsp;[https://www.familysearch.org/learn/wiki/en/Join_a_Facebook_Research_Community Facebook]or&nbsp;[https://www.familysearch.org/learn/wiki/en/FamilySearch_Community_Tools Skype],&nbsp;or hire a&nbsp;[https://www.familysearch.org/learn/wiki/en/Hiring_a_Professional_Researcher professional genealogist].&nbsp;
  
== Answering questions  ==
+
'''General Calls'''
  
:*'''[[Image:Question.png|right|100px]]What information should I&nbsp;gather first on a call?'''
+
When you [https://www.familysearch.org/ask/givehelp register], add both "General Research Help" as well as your speciality areas to your list. Most questions come through the general help area, and you will not receive many calls and chats if you only enter your specialties.
::When answering a question, it helps to get some information right at the beginning:
+
  
::#Their objective for their research.
+
When you receive a more general question, you can help as much as you feel able, then transfer the question to any available volunteers in that specialty.<br>  
::#The&nbsp;locality&nbsp;where their ancestor lived.
+
::#The&nbsp;time period&nbsp;when their ancestor lived in that locality.
+
::#The&nbsp;record or type of information&nbsp;that you want to find. For example, you want the parents' names, or a birth date or place, or the spouse's full name.<br>
+
  
::If they are unsure about dates and places, they will need to come forward a generation and choose an ancestor about whom they have more information. Knowing about a more recent ancestor will give them a place to start to look for an earlier generation.<br>&nbsp;
+
'''Specialist Calls &amp; Callbacks'''<span style="line-height: 1.5em;" />  
  
:*'''FamilySearch Record Collections'''
+
When you receive a call in your specialty, the system will announce the area to you before your call.<br>  
::[http://www.familysearch.org/search/collection/list#page=1&countryId=43 Ohio Collections]<br>[http://www.familysearch.org/ All Collections]&nbsp;<br>&nbsp;
+
  
:*'''Great research guidance - the Wiki'''
+
When researchers call a specialist, that call goes into the system as a "Callback." When there is a call for your specialty, you will receive that callback and then the system will connect to the patron. Sometimes the patron doesn't answer; the system will let you know that.
::The [[Main Page|FamilySearch Research Wiki]] is a great starting place when helping a patron. Pages are created for the various jurisdictions where records could exist. Check for records in all areas. <br>For 1940 questions, there are many wiki pages:<br><br>
+
:::*[https://www.familysearch.org/learn/wiki/en/Special:Search?fulltext=true&search=1940+Census 1940 Census Wiki pages]<br>
+
:::*[http://dl.dropbox.com/u/14007176/Questions%20and%20Answers%20for%201940.doc 1940 Census Frequently Asked Questions]&nbsp;(Word doc)
+
::If you are searching for someone who lived in Adams County, Ohio, you can check:<br><br>
+
:::*[[Adams County, Ohio|Adams County, Ohio]]
+
:::*[[Ohio|Ohio]]
+
  
<br> <br>
+
[[Category:Live_Research_Assistance]]
 
+
:*'''What do I do when I don't know how to help the patron?'''
+
::#Ask in one of our [[#Communicating_with_other_volunteers|Skype groups]].<br>
+
::#Walk the patron to one of these resources, depending on what they are comfortable with, to have them ask the question here:
+
::::*[https://www.familysearch.org/learn/forums/en/forumdisplay.php?f=4 FamilySearch Forums]  
+
::::*[[Join a Facebook Research Community|Genealogy Research Communities on Facebook]]<br>
+
 
+
:::Ohio Specific Resources:
+
 
+
::::*[https://www.familysearch.org/learn/forums/en/forumdisplay.php?f=142 FamilySearch Ohio Forums]
+
::::*[http://www.facebook.com/OhioGenealogyResearch Ohio Genealogy Research Community in Facebook]
+
 
+
<br>
+
 
+
== Communicating with other volunteers&nbsp;  ==
+
 
+
:[[Image:People.png|right|150px]]If you are interested in talking with other volunteers as you serve, you can join a Skype group where we can talk and help each other.
+
 
+
:To join the Skype group:
+
 
+
::#'''Download&nbsp;'''the Skype program at&nbsp;Skype.com&nbsp;and&nbsp;register&nbsp;for an account.
+
::#'''Add the contact "familysearch.org"&nbsp;'''to your Skype contact list. Mention that you are an Ohio volunteer.<br>([https://support.skype.com/en-us/faq/FA3281/How-do-I-add-contacts see instructions for adding contacts])
+
::#When you volunteer, feel free to '''chat '''and ask questions of other volunteers. We’re all in this together! <br>([https://support.skype.com/en-us/faq/FA3271/How-do-I-send-instant-messages see instructions for sending a message])
+
::#'''Learn&nbsp;'''more about Skype in the&nbsp;[http://www.skype.com/intl/en-us/support/user-guides/ Skype User's Guide].
+

Latest revision as of 18:04, 20 November 2013

Welcome to Live Research Assistance

Volunteer consultants give of their time free of charge to answer questions about research in areas where they have experience. We answer research questions over the phone and chat in all of these areas.

Volunteer consultants act as representatives of FamilySearch, and as such, observe the highest standards of conduct in their research interactions with patrons; providing friendly, accurate and timely service.


Getting Started


Helpful Resources


People.png

Join our Skype Group
Communicate with other volunteers, get help as you give help
 

Phone.jpg

Steps to check in  
And begin receiving calls
 

Sub-arrows.png

Steps for taking calls
Taking and transferring calls
 

Books-Computer-Film.png

Set/Update Schedule
To set or update your volunteer schedule
 





 
 
 
 

Home.png

Home
Learn more about the opportunity

Tools.png

Research Toolkit
Research resources
 

Phone.jpg

Phone Responses
Ideas for responses to patron questions
 

Move.png

Not a research call?
We answer ALL research calls; check here for answers to non-research questions.
   

Question.png

Questions you may have
As you begin helping others
 

Read these Definitions
These will explain terms that you may not recognize.
 

Help online classes.png

Webinar recordings
Listen to previous trainings (again and again, if needed)
 

Chat.png

Additional ways you can help
Volunteer in other ways

Not yet a volunteer research consultant? Learn more about what volunteers do.
 
 

Please watch this tutorial on how to check in as a volunteer and take a call or chat.

How the program works

Consultants help patrons determine the best available resources for researching their ancestors. You'll be taught to use the same resources that our own support missionaries use to help patrons. Because of the high demand for help, service is usually limited to one question answered. Extensive research assistance is not within our scope of service. For more extensive research we recommend that patrons visit FamilySearch Centers, General Research Communities such as Facebookor Skype, or hire a professional genealogist

General Calls

When you register, add both "General Research Help" as well as your speciality areas to your list. Most questions come through the general help area, and you will not receive many calls and chats if you only enter your specialties.

When you receive a more general question, you can help as much as you feel able, then transfer the question to any available volunteers in that specialty.

Specialist Calls & Callbacks

When you receive a call in your specialty, the system will announce the area to you before your call.

When researchers call a specialist, that call goes into the system as a "Callback." When there is a call for your specialty, you will receive that callback and then the system will connect to the patron. Sometimes the patron doesn't answer; the system will let you know that.


 

Need additional research help? Contact our research help specialists.

Need wiki, indexing, or website help? Contact our product teams.


Did you find this article helpful?

You're invited to explain your rating on the discussion page (you must be signed in).

  • This page was last modified on 20 November 2013, at 18:04.
  • This page has been accessed 15,940 times.