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