Session 3: Chat Service Basics

BASICS

Ask?Away

Agenda

How do I pick up chat questions?

How do I conduct an online reference interview?

How do I send links to a patron?

How do I end a chat?

Q&A

How do I log in?

If you forget your Password, please click the link under the password box. Only QuestionPoint can resend it – your AskAway administrator does not have access to it.

Entry Page

Select Queues

WI Academic Library QueueQueue for your own library

24/7 Public Library QueueWI Academic Library Queue

WI Spanish Queue

Queue combining WI Academic & Public Libraries

How do I pick up chat questions?

Tips for newer chat librarians

It’s ok to take time to review patron’s question and run a sample search quickly to verify that you have good resources to answer the question before you pick up

the question!

Who’s patron is it?

• Patron information (shown on next slide) show patron’s library

• The library displayed is determined by the library website the patron logs in through– If I go to the Los Angeles public library website and

login to QuestionPoint I’ll be identified as a patron of the LA public library

How do I pick up chat questions?

Be sure to begin by telling the patron which library you are from: most will

assume they’re working with a librarian from their home library.

How do I find information about the patron?

Patron info tab includes their question, name, library, queue and other

technical information

What are scripts?

Selecting a script pops it into the message box and save you typing.

Can I customize scripts?

Always ask the patron to visit again and remind them that they will be receiving a survey.

Be sure to ask if the patron has any other questions before you end the chat

What is the “ALL” tab?

ALL tab displays any chats other librarians are working for patrons from

your BME

When should I use the All tab?

• Feel free to take a quick look at chats other librarians are holding with your patrons

• DO NOT log in – QuestionPoint policy requests that librarians not enter chats being conducted by other librarians unless the librarian asks you to

• “Barging in” can be very confusing for patrons

What is the “Librarians” tab?

Librarians Tab shows other librarians who are currently logged on to chat

Why would I want to know about other librarians on chat?

• Patron has a question that can only be answered by a local librarian, and doesn’t want to wait for next-day follow-up or doesn’t want to call the library

• Your chat session is ending and the patron wants more help – you can transfer them to another librarian (after Instant Messaging the librarian to ask if they’ll take the session)

How do I IM another librarian?

Go to the IM screen, select librarian from list by clicking their name, then type a

message

How do I transfer a chat to another librarian?

After a librarian has agreed to “pickup” a chat with a patron, hit “Transfer”

How do I conduct an online reference interview?

• The reference interview online is very much like the reference interview in person.

• Librarians ask clarifying questions during the chat to verify that patrons are finding the information they need.

• Patrons online can be just as tricky as in person.

How do I conduct an online reference interview?

• When the patron confirms that they’ve received enough information the librarian may end the chat, or wait for the patron to logoff.

• If the question is too in depth or the information is unavailable the chat librarian should refer the question to follow up by patron’s library.– Requires patron’s email address– Libraries generally follow-up the next day

• Chat libraries review transcripts regularly to report any concerns about the quality of service provided to their patrons.

Where can I find the library’s policy information?

Where can I find the library’s policy information?

What resources should I use to answer questions?

• Public Library• BadgerLink• Authoritative web-based sources

Avoid using…• Wikipedia• Private webpages• Other unreliable resources

…if possible.

How do I send a link to a patron?

• Copy and paste the entire link from the address bar into the chat box.

– Will send the link to the patron who will then need to click on it.

• Copy and paste the entire link in the URLs tab.

– Will push the webpage to the patron’s half screen.

Where is the URL Tab?

Remember to tell the patron what you are sending

Patron’s view of a URL sent by a librarian

How do I end the chat?

• Click “End Session”• Then select a resolution.

Add a Resolution code to ALL questions

Add a “descriptive” code to chats with your own patrons

And now for the patron’s view

• It’s simpler

• Patrons can see and explore websites pushed out by chat librarians

• Its designed to be easy for visually handicapped patrons to access using a screen reader

Patron’s view of the chat interface

Patron’s view of a URL sent by a librarian

Patrons can click into websites you send & investigate - remember to give patrons time to view content you send.

Transcript sent to patron after the session

Which sources will chat librarians refer patrons to?

• Resources provided by their own library (online or in print)

• BadgerLink databases• Authoritative sources found on the web

– Including those in the reference librarian’s wiki– Credo reference sources available to chat

librarians

Issues that may arise with students• When your patrons login from their school library’s

website, or say they are working on homework, the chat librarian will follow the policy on working with students

• Students are sometimes unhappy when the librarian won’t just send the answer

• We’d like your support of the AskAway policy on working with students

• And yes, students will “shop” for the librarian most likely to do their homework for them.

AskAway Facebook page

AskAway on Twitter

AskAway wiki (WI) open to all: http://askaway.pbworks.com/

QuestionPoint (national cooperative) websitehttp://questionpoint.org/education/index.html

QuestionPoint (national) wikihttp://wiki.questionpoint.org/

Questions?