Chat Standards
- Reference Interview Skills:
- Greet the patron
- Be friendly (in a virtual way) and try to put the patron at ease
- Solicit information or ask clarifying questions
- Familiarity with Electronic Resources: (removed - a given now?)
- Knowledgeable about a wide range of databases
- Able to do basic searches
- Suggests appropriate sources
- Customer service mentality:
- Follow up on chat sessions when necessary
- Refer to specialists as needed
- Be polite to patrons
- Able to work under pressure:
- Respond to tight deadlines
- Adjust to changing conditions
- Analyze complicated questions and makes appropriate referrals or suggestions
- Online Communication Skills:
- Maintain contact during chat session; don't go away for a long period without giving the patron notification
- Be affirmative
- Indicate when you are closing the interaction and thank the patron
- Familiarity with Chat Reference Applications:
- Able to navigate all parts of the chat software
- Able to view past sessions navigate the software for follow-ups
- Some tips on avoiding or dealing with rude behavior.
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