Live Research Assistance: Help for answering questions

From FamilySearch Wiki

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:*'''How much time should I spend with each researcher?'''  
 
:*'''How much time should I spend with each researcher?'''  
 
::There could be a wide range, and lots of exceptions to this general rule, but if you are spending much more than 30 minutes with a patron, you may want to refer them to other places for additional help. Our goal is to teach the researcher something that will help them learn how to research in the future rather than do all the work for them.<br>&nbsp;<br>&nbsp;
 
::There could be a wide range, and lots of exceptions to this general rule, but if you are spending much more than 30 minutes with a patron, you may want to refer them to other places for additional help. Our goal is to teach the researcher something that will help them learn how to research in the future rather than do all the work for them.<br>&nbsp;<br>&nbsp;
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 +
:*'''What if I want to help the patron more after we talk?'''
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::We are working on a system that you can use to communicate with a patron after your phone call. However, for now, there is no other way to communicate with them later. Please don't give out your personal information or ask them for theirs for privacy reasons. If the patron needs additional assistance, encourage them to call back later or email our support team at [mailto:support@familysearch.org support@familysearch.org].<br>&nbsp;<br>&nbsp;
  
 
:*'''I do genealogy work professionally. Can I tell researchers about that?'''  
 
:*'''I do genealogy work professionally. Can I tell researchers about that?'''  
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<br>  
 
<br>  
  
:*'''Troubleshooting when a Transfer doesn't work'''<br>1. Refresh Skill List<br> 2. www.familysearch.org/ask/givehelp
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:*'''Troubleshooting'''  
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::There are a few problems that can crop up when helping others. Check here for additional information for when these problems crop up.
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::#Detail your problem to the team in the Skype group
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::#Follow recommendations
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::#Report, if needed, to [mailto:research@familysearch.org research@familysearch.org]
  
<br>'''See Also:&nbsp;'''{{Live Research Help Menu}}  
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<br> <br>'''See Also:&nbsp;'''{{Live Research Help Menu}}  
  
 
[[Category:Live_Research_Assistance]]
 
[[Category:Live_Research_Assistance]]

Revision as of 22:19, 8 July 2013

Question.png
You may have some of the following questions as you begin helping others:

 

  • What information should I gather at the beginning of a call?
  1. Their objective for their research.
  2. The locality where their ancestor lived.
  3. The time period when their ancestor lived in that locality.
  4. The record or type of information that you want to find. For example, you want the parents' names, or a birth date or place, or the spouse's full name.
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. Help them understand that they need a focused goal, not "I want to know about my grandmother" but "I want to know where was my grandmother born."
 
 
  • What records does FamilySearch have online?
  • Where does FamilySearch keep research guidance information?
The 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.
For example, if searching for an ancestor from Adams County, Ohio, you would check these pages:
  • What do I do when I don't know how to help the patron?
  1. Ask in one of our Skype groups.
     
  2. Walk the patron to our Facebook page for that locality:
Ohio Specific Resources Example:
  • How much time should I spend with each researcher?
There could be a wide range, and lots of exceptions to this general rule, but if you are spending much more than 30 minutes with a patron, you may want to refer them to other places for additional help. Our goal is to teach the researcher something that will help them learn how to research in the future rather than do all the work for them.
 
 
  • What if I want to help the patron more after we talk?
We are working on a system that you can use to communicate with a patron after your phone call. However, for now, there is no other way to communicate with them later. Please don't give out your personal information or ask them for theirs for privacy reasons. If the patron needs additional assistance, encourage them to call back later or email our support team at support@familysearch.org.
 
 
  • I do genealogy work professionally. Can I tell researchers about that?
Please do not mix these free services with discussions about professional work. In the future, we will discuss possible referral procedures if researchers are asking for professional assistance.


  • Troubleshooting
There are a few problems that can crop up when helping others. Check here for additional information for when these problems crop up.
  1. Detail your problem to the team in the Skype group
  2. Follow recommendations
  3. Report, if needed, to research@familysearch.org



See Also: 

Getting Started


Helpful Resources


People.png

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

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Steps to check in  
And begin receiving calls
 

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Steps for taking calls
Taking and transferring calls
 

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Set/Update Schedule
To set or update your volunteer schedule
 





 
 
 
 

Home.png

Home
Learn more about the opportunity

Tools.png

Research Toolkit
Research resources
 

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Phone Responses
Ideas for responses to patron questions
 

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

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Questions you may have
As you begin helping others
 

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

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

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Additional ways you can help
Volunteer in other ways

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