LIBCHAT TRAINING updated

Chicago School LIBRARY

LIBCHAT TUTORIAL

What iS CoverED in this training:

Chat Best Practices: Basics

Review READ Scale

When to refer questions to a librarian

Best Practices: Utilizing "Reference Interview" techniques

LIBChAT BEST PRACTICES

GETTING STARTED

• Check the volume on your computer so you are able to hear incoming chats

• Make sure you can see messages from others on chat

• Pick up the chat quickly –do not let the user wait.

• Check the user’s profile to know which location the user is coming from

Starting a Chat

Starting a Chat

Hello!

• Chat frequently

• Utilize a cheerful, welcoming tone

• Use encouraging words

• Show interest in the users question through chat tone and choice of words

• Use positive phrasing ("We can…" instead of "We don't/can't/won't…")

Communicating in a chat interaction

Examples

Communicating in a chat interaction

Use Canned Messages -you can create you own! Utilize FAQ's Link to Research Guides

what kinds of questions are YOU expected to answer?

Examples

Level 1-2 on the READ Scale Most Level 3 on the READ Scale- with some exceptions

Practice

Click on the link to review the READ scale:

Best Practices: UTILIZING REference interview TECHNIQUES

a RefereNce INteriew is essentially a conversation between library staff and a library user conducted for two purposes:

To clarify the user’s needs To help the user meet those needs.

Utilizing Reference Interview Techniques

CONCLUDING THE INTERVIEW: Confirm that the information need has been met Knowing when a reference transaction has come to a close can sometimes be tricky. Checking in with the user will help clarify this. Remember that your goal is to help the user locate a known item, or to teach the user how to use library resources to search for information. It's not your job to do the research for the user.

• Any question you’re not 100% confident you know the correct answer to.

When TO REFER A Question TO A LIBRARIAN

• Level 4, 5 & 6 on the READ scale

• Some Level 3 Questions

• Questions that stretch on past 8-10 minutes.

• Dissertation Research

in

How to REfer A Question

Provide link to "Schedule an Appointment with a librarian"

Transfer the chat to a librarian if available

Create a ticket

ONE more TIP:

Don't forget to log off chat at the end of your shift

Thank you for your participation