In general, you want to connect the patron with the best resources available to answer their question and always offer a next step. Sometimes questions have simple answers and the transaction is short. Sometimes patrons ask in depth questions that require the expertise of a subject librarian or specialized department in the library. In general, questions fall into the following categories:
1. General Library Questions
2. Library Account Questions
3. Research Questions
4. Access Issues
As a point of contact within the university, it is important to also familiarize with procedures relating to spam and inappropriate communications as well as crisis scenarios.
Use boxes below to determine where to look for the information needed as well as when to refer.
Patrons often use the Ask A Librarian form or LibChat to ask questions about bookdrops, library hours, services offered, etc. Answers to many of these can be found in the library FAQs. Do a quick search and share the information and a link to the page with the patron.
Refer to the Ask A Librarian FAQs: http://libanswers.library.vanderbilt.edu/
If a patron has a question specific to their library account, refer to the Library Access Services Team. Many frequently asked questions related to library accounts, due dates, returning materials, building hours, etc. can be found in the following library FAQs:
What steps should you take before referring the patron to a subject librarian or other library staff member?
Take a moment to assess the patron's research question before responding. You can give yourself time by letting the patron know you are reviewing their question.
Example: "I'm happy to assist you today! Let me take a moment to review your question and see what I can find."
It's always good to ask clarifying questions, to make sure you understand what the patron needs.
Asking an open-ended question will encourage the patron to provide additional details.
Examples:
Once you know what they need, here are some resources you can share with them:
Search the Vanderbilt LibGuides. Is there a LibGuide on this topic that would help the patron get started?
Example: "Here is a LibGuide [share link] I found that has some recommendations of places to start your research. Do these look like something that would help get you started?"
Look at the Databases A-Z list. Are there some subject-specific databases that might be a good fit for their research topic?
Remember, it's okay if you need to refer!
Sometimes the questions are too in depth for a chat conversation. If you can't find a good resource to help the patron get started or think that they may need help beyond what you can offer, identify who the librarian or library staff member specializing in this area is. Then, offer to connect the patron with them and use the "create ticket" function to do this.
Example: "I would also be happy to connect you with the librarian who specializes in this type of research. Would you like me to connect you with them?"
If you are contacted by a patron having issues accessing library resources, there are a few different issues that could be going on. There may be an issue with their account log in, a system or database could be down, or they may not be following the right steps.
Here are some questions you can ask to help narrow down the source of the connection break down.
Ask the patron:
If you determine that the issue is with the patron's access (account or log in issue), offer to connect the patron with LTDS for further assistance. Create a ticket and assign it to Jamen McGranahan.
If you determine that the issue is with a database or electronic resource itself, let the patron know you are going to connect them with the e-resources team. Create a ticket and assign it to Erin Peters, Erin Loree, or Julie Glascock.
Your safety and well-being are important. If you receive a chat that is inappropriate or spam, here are the steps to follow:
