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 straight o Use open probes and neutral questioning Clarifying questions o 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 information o 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 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