Ask a Librarian — Chat Best Practices

Virtual Reference Best Practices

Greeting | Instruction | Referrals/Transfers | Linking | Ending

Schedule & Shifts

Chat reference runs on a semester-long master schedule. The schedule is kept in Outlook (~LIB - Calendar Reference Schedule); IT must provide access to read/write which can be requested via Helpspot. 
Guide to using the calendar in Outlook

Request coverage and swaps using the LIB - Chat Service email list. This list goes to all Babbidge and Regional Librarians who are participating in the Chat Reference Service. Staff are responsible for securing coverage for their shift(s).

If you are at the end of your scheduled shift and the next person has not logged in, please direct message them via Slack or email and then log off.  You do not need to stay logged in.

The Chat Environment

Communication is much more complex in the virtual environment than in-person settings. It can be very hard to “read” a patron without visual or audio clues. It is important that we understand the patron’s information needs and can communicate effectively.

• Chunk your information and responses. This will allow the patron to read your communication as you go, and lets them know you are active in the chat and haven’t left.
• Spell out the steps you are taking so the patron can follow along.
• Establish a professional presence while understanding the need to engage the user at a human level, in a cordial and conversational style.

Greeting the Patron

It is vital to greet each chat patron promptly and in a friendly manner. First-time users often think we are robots or the service is an automated system. Let them know you’re human!

• Try to answer an incoming chat within 20 seconds.
• Answer incoming chats with an initial greeting (e.g., “Hi”). This acknowledges the patron and lets them know someone is there.  It also lets other library staff logged in know that the chat has been answered. Once the initial greeting has been sent, you can follow-up with a more personal greeting (“How can I help you today?”;  “Let me read your question”; “Let me look into that,” etc.).
• If more than one chat comes in (and reference is single-covered), greet each patron and let them know you are working with others. Depending on your comfort level, you can switch between chat windows, or ask if the patron(s) is willing to wait.
• As a courtesy to the librarian scheduled, please allow at least 20 seconds before taking an incoming chat if you are not scheduled for that hour.

Instruction

Chat reference is one more mechanism for delivering library instruction. Use your reference interview skills to clarify patrons’ information needs and to assist them in applying critical thinking skills in locating, using and evaluating information.   

• Use open- and closed-ended questioning techniques to clarify the patron’s needs (e.g., tell me more about your topic; do you need current or historical information?; have you already done some searching?).
• For long or multi-stepped instructions, lead patron step-by-step; ask them to let you know when they have completed a step or sequence of steps.
• Ensure the patron can access the resources you suggest - provide links, or instruct the patron on how to navigate to the resource.
• Be sure you are answering the patron’s question. For example, if they need articles on a topic, help them navigate to the proper database(s), give suggestions on keywords, and ensure the results are what they need.
• Maintain “word contact” with the patron by checking in often. If you are searching for information, let them know that you are still looking. If the patron is working on instructions you have given, check in to see how they are doing.
• Ask if they are familiar with services or processes, such as interlibrary loan. If they are not, provide instruction.
• Recognize the patron’s need and time constraints; use your professional judgment regarding the level of instruction you provide.

Referrals/Transfers

Many times questions cannot be answered (or answered completely) by the librarian staffing chat reference. Patrons can, and should, be referred to the staff and departments with expertise in that subject or area.

• If the question is very in-depth, ask if they would like the contact information for the staff or department. Continue working with the patron if you feel comfortable, but note when your expertise has been tapped and refer. Referrals can be in the form of contact information (email and phone), or if the staff member is available immediately, ask if they would log in to the Webclient to accept a transferred chat.
• Contact appropriate staff directly on behalf of the patron rather than referring if you feel that you can resolve the problem more quickly. Ask for the patron’s email address so that you can follow up.
• If relevant, ask the patron which campus they are on (e.g. where is the writing center?; is there a fax machine in the library?) before answering their question.

Linking

• Use permalinks, when available, to send articles and records to patrons.
• For off-campus users, append the ezproxy prefix library resource URLs.  https://ezproxy.lib.uconn.edu/login?url=  The prefix will prompt users to log in with their NetID. https://guides.lib.uconn.edu/askalibrarian/proxy

Ending the Session

• Confirm the patron has gotten the information they need.
• If appropriate, ask the patron to contact chat again if they need more help.
• Acknowledge patron’s “thank you.”
• Close the chat to trigger the satisfaction survey.