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Conducting the Chat by Katherine Ott Clayton State University
Training tips for new staff in the art of
virtual chat reference service!
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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”
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If you type slowly or have a slow connection let the patron know
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Read the entire query
• Acknowledge the question• Clarify the query (if necessary)• Anticipate kind of answer wanted
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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
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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
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Language
• Don’t be too formal, but don’t be too strict either
• Be okay with misspelling, or imperfect sentence structure
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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
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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
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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
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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
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Recognize the “good enough” response
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Have them leave with more then they came with even if it’s just a referral
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Follow up
• Asking whether information is satisfactory
• Express appreciation and encourage further use of service