1. Concluding the Session 1.Verify that question was answered 2.End the session 3.Assign resolution code to the session 4.Close the session

2. Concluding the Session Before ending, ask the patron if their question has been answered (“Does this completely answer your question?”) or if they need additional information. If the request cannot be adequately answered during the session, code the session for Follow Up by Patron Library

3. Concluding the Session But... before coding for follow up, verify the patron’s email address and deadline. It may take several days for the patron to get an answer back from the library. If the patron indicates that they need no additional information, send the appropriate Goodbye script provided by the patron’s library. If no Goodbye script is available, thank them for using the service and encourage them to return if they have more questions.

4. Ending the Session: Overview Is the patron still there? YES: Has the question been answered? (ASK THE PATRON) Yes: End session Code Answered No: Verify e-mail address End session Code for Follow Up NO: End the session, assign resolution code, Close

5. End Sessions

6. Assign Resolution Code 1. 2.

7. Resolution Codes It is important to use a resolution code to end the session. If no resolution code is selected, then the session is assigned the default code of Answered. Answered: no additional information is needed by patron. Follow Up by Patron Library: In most cases, use this code anytime Follow Up is needed. Follow Up by Me: Only use this code if you (the chatting librarian) have information at hand which will thoroughly answer the question. When you use this code, you are responsible for the follow up. Be sure and either send the follow up through QuestionPoint, or add a note that Lost Call: If the patron never responds and does not have an email address. Do not use Lost Call if the patron left an email address; instead, use Follow Up by Patron Library.

8. Resolution Codes Please don’t use Descriptive Codes unless it is your local patron *AskMN policy does not require you to use descriptive codes. However, there may be an institutional policy about this. Check with your group leader.

9. Why Follow Up/ Referral? Patron’s own circ record Question can’t be answered by reference to library’s policy page or web page You aren’t able to find a complete answer while online, so more work is needed on the question It’s usually a good idea to NOT say“Contact your library.”

10. Ending Your Shift Make sure to click the Logout link to end your shift!