Patron Service Excellence or How to Win an Exemplary Chat Award

Quality Assurance Workgroup Purpose: To provide one form of assessment of the Florida Ask-a-Librarian service by spotlighting excellent digital reference QA members (all of whom staff the service too) read chats assigned by day of the month and nominate exemplary chats in the two categories QA Members then choose through voting, the Exemplary Chats in the different categories for the month.

Benefits of Reading and Awarding Exemplary Chat Awards Recognition of librarians who give Good Reference Service Creates a bank of chat transcripts that serve as good examples for everyone. (Very good for training purposes.) Allows for spot checking for problems (any problems are referred to AaL coordinator—usually need for more experience and training

Types of Exemplary Chat Awards Brief Chat: 15 minutes or under Detailed Chat: 16 to 30+ minutes Used to be three types (“Teaching”)

Digital Reference Requires Many skills Reference Interview (Patrons do not always use proper etiquette or are not clear) Approachable (greeting, possibly canned) Etiquette [timely (possible automated message), case- sensitive, spelling, grammar] Searching (use of proprietary or free resources) Follow-up (referral if needed to home institution or elsewhere or E-mail/Call w/more materials)

ALWAYS CHECK BACK FOR RESPONSES Tickets If a Text Message, keep in mind: -Number of characters in message (150 max) -Number of texts sent (Patrons may have limited data plans) If an E-mail, keep in mind: -Delay in response time -Message may be longer in length ALWAYS CHECK BACK FOR RESPONSES

Hallmarks of Exemplary Chats Teaching the Patron how to search Accurate pertinent information/Links that work/did response answer the question? Working with impatient Patrons Ability to work with multiple windows/chats to find information to copy and paste Ability to navigate other libraries’ websites

Always Check the Knowledgebase first Always Check the Knowledgebase first! Do Not Assume You Cannot Help the Patron If a Patron from another library asks a simple question concerning how long a book can be checked out, cost of fines, meeting rooms, hours, etc.: Go to the Library’s website and explore. Check KnowledgeBase for any needed login information Follow-up with that Library if needed (call on behalf of Patron)

Examples https://info.askalibrarian.org Brief Chat (Rhonda Kitchens – State College of Florida) Jan 2016 Good explanations Effective reference interview Provided search terms and number of results for the database Detailed Chat (Elizabeth – Palm Beach Atlantic University), March 2016 Goes the distance Helps patron access the database, then asked about topic and performs example search which yields scant results initially but goes on to find another more effective method Patron validates by saying “I couldn’t have done it without you”! Detailed Chat: Margaret L. (Seminole County Public Library) Oct. 2016) Friendly interaction Quick responses Ability to navigate other libraries website Provided step-by-step instruction in how to access Overdrive and download eBook Brief CHAT - Diane B. (Palm Beach County Library System) Oct. 2016)  Positive helpful interaction Stayed bias wasn’t dragged into a political conversation Provided correct website

If you would like to become a member of the New Members? If you would like to become a member of the AaL QA Committee please contact us: Andrew Beman-Cavallaro: bemanca@phsc.edu Andy Todd: todda@easternflorida.edu andrew.todd@ucf.edu