conducting the chat by katherine ott clayton state university training tips for new staff in the art...
TRANSCRIPT
Conducting the Chat by Katherine Ott Clayton State University
Training tips for new staff in the art of
virtual chat reference service!
Personal greeting with or without patron name
• Show clear interest and willingness to help
• Be respectful, polite and not overly casual in responses
• Try to anticipate age and language comprehension of the patron
• Use the inclusive “we”
If you type slowly or have a slow connection let the patron know
Read the entire query
• Acknowledge the question• Clarify the query (if necessary)• Anticipate kind of answer wanted
Determining the need and understanding the context
• Getting the question straighto Use open probes and neutral questioning
• Clarifying questionso Closed questions are okay here
• Construct questions that are not too complex
• Ask questions even if your just stalling for time
Start the search with incomplete information
• Once you get a nugget of information begin the search
• Continue to do a reference interview, but time is important so start searching
Language
• Don’t be too formal, but don’t be too strict either
• Be okay with misspelling, or imperfect sentence structure
Keeping your responses short
• Due to time constraints you need to respond frequently
• Simplify responses• Break up into small sentences• Put a “…” if you are continuing• When a reference question is
complicated it’s best to simplify and process into stages
Dealing with pauses and keeping the patron informed
• Periodically remind patron that you are there
• Tell them what your doing • Provide description of what your doing• Offer instruction in finding answers• Type jargon- and opinion free responses• Offer technical help • Be aware the patron may be multitasking
or typing a long response
Answer the question
• Identify authoritative appropriate informationo Use reliable resources
• Cite your source• Show how you got there • Recognize when follow-up or referral is
necessary • Ask whether more is needed• Try not to take more than an hour
To every question its medium
• Don’t be afraid to get an email and get back to them
• Consider referring them to research consultations
• Refer to service points if appropriate
Recognize the “good enough” response
Have them leave with more then they came with even if it’s just a referral
Follow up
• Asking whether information is satisfactory
• Express appreciation and encourage further use of service