LibAnswers

Starting your Shift:

• Log in to chat on time. We recommend arriving a few minutes early, so that the person you are replacing knows you have arrived. If you will be late, notify the person working the chat shift before you to let them know. Everyone's time is valuable, so please be considerate.

During your shift:

• In order to expedite patron assistance, try your best to answer the question using the "Answering Questions: Tips & Triage" page, before assigning the ticket to someone else.
• A chat should be acknowledged within 10 seconds of receiving chat.
• If your chat session with a patron has reached the point of needing to be referred to another department or staff member, use the "create ticket" feature to create a ticket from the chat. Let the patron know that they will receive a follow up response via email. DO NOT promise response time/speed. If you are not sure who the ticket should be reassigned, visit the "Who do you call" page. Once you have signaled to the patron that you have created a ticket, ask if there's anything else you can assist with today, then close the chat.
• When you are ready to close a chat conversation, record the "Reference Analytics" portion of the chat prior to clicking "close chat." This will help us maintain a more robust set of usage statistics. Refer to the "Recording Statistics" page for additional details.
• If you need to step a way from chat briefly (a couple minutes), set your status as "away." When you return, don't forget to set your status as available again.
• If you have an emergency and need to completely leave your chat shift, set your status as "offline" and post a notice (tag @LibChat) in the Microsoft Teams LIB-CHAT Channel that you have to leave your shift early.

At the end of your shift:

• Remember to log off by selecting the "Offline" option.
• If your replacement is not there, it is not your responsibility to cover the shift. You may simply log off as normal.

Absences/Getting a Shift Covered:

• If you know that you are going to miss an upcoming LibChat shift, it is your responsibility to find a replacement. You can do this by posting in the LibChat Team Channel to arrange a replacement.

Etiquette

• Greet the patron promptly and in a friendly manner. 
  • Example: "Hi [Patron's Name], I would be happy to assist! Please give me one moment to review your question."
• Close the conversation graciously.
  • Example: "Is there anything else I can assist you with?  Have a great morning/day/evening! :)"

Tone

Chat is different than email. You are having a live conversation with a patron, and it is expected to be less formal in nature.

• Use friendly and professional language.
• Avoid using slang or text message abbreviations.
• Use emoticons only when appropriate, to convey friendliness.
• Use correct spelling, grammar, and capitalization, while talking conversationally.
• When using library jargon, be sure to give further details to help patrons understand what you mean.
  • Instead of this: "This book is located in the stacks. Use the call number in the catalog to find it."
  • Try this: "This book is located in the stacks (the book shelves located in [insert library name]. You can use the call number, a unique code that tells you the book's location, to find it on the shelf. Each aisle is marked to tell you what range of books are there. If you need help locating the book once you get to the library, please don't hesitate to ask for help at the service desk."

Other Conversation Tips

• Don't make promises, especially on behalf of other staff members.
• Do not correct a patron's spelling.
• Break up long responses to avoid long pauses.
• Ask clarifying questions. Refer to the "Answering Questions" page for examples.

• Acknowledge all patrons as soon as possible. Thank them for waiting, if applicable. Let them know that you are helping multiple patrons, that they may have to wait a short while for assistance, and that they have the option to ask for follow up or return to chat later.
  • Example: "Hello [Patron Name], I am assisting another patron and will be with you momentarily."
• Begin a conversation with the second patron (clarify the request, ask about previous searches, etc.). Ask as many clarifying questions of the second patron as necessary. This will give you time to finish up the first chat patron, while engaging with the second patron.
• If it seems like you will not be able to get to the second patron's question for more than a few minutes, offer to connect them with the appropriate staff member. If they agree create a ticket and assign.
• Be sure to double-check that you are sending the messages and URLs to the appropriate patron.