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As users become more virtual, the struggle to assist remote users continues to grow. During this workshop, we will explore free and low-cost tools to allow you to:

• Create online tutorials including video and screenshots
• Provide remote reference services to virtual users
• Troubleshoot and provide direction to users
• Discuss how to market tutorials and frequent issues you can face

About the Instructor:
Diana Silveira is the President of Novare Library Services, a company that focuses on web, mobile and infrastructure services for libraries. Previous to starting Novare
Library Services, she was the Virtual Reference Manager for Florida’s Ask a Librarian Service and coordinator for Florida’s Statewide Delivery System. She presents regularly on implementing technology, best practices and privacy issues online. She also works with libraries to deploy new technologies and develop new mobile and desktop websites. She was the 2011 the Florida Library Association’s Library Leader of the Year. When she is not playing with gadgets and gizmos, she enjoys diving, kayaking and playing with her son.

Originally broadcast August 21, 2013.