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Effective Chat Reference
Stephen Francoeur
A workshop held at the Metropolitan Library Council of New YorkNew York, NY28 April 2009
General Principles for Effective Chat Reference
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The standards for service should be the same as they are for any other reference servicepoint.
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“Guidelines for Behavioral Performance of Reference and Information ServiceProviders” (MOUSS Management of Reference Committee)
Approachability
Interest
Listening/inquiring
Searching
Follow-up
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Always keep in mind what things look like on the user’s screen (be empathetic).
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Practice being a user, not just the librarian.
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Save the time of the user (Ranganathan).
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Tough question? Know when to keep at it and when to refer.
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Online communication is HARD.
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Read the patron’s messages charitably.
Users may not intend to be rude; their online communication skills may just belacking.
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Be extra polite in your own messages.
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In your messages, aim for proper spelling and grammar (although you can take a lot of shortcuts with the latter).
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Avoid typing in all capital letters.
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Try to manage the pace of the interaction so you are in charge.
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Patron: “And can you also tell me how to find info on stem cell research, cloning, bio-ethics, recent legislation about biotech?Librarian: “Sure, but let’s tackle those one at a time. Let’s begin with your firsttopic...”2
Greeting
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Use screen names that include institution name and personal name (if possible). At veryleast, have a personal name as screen name.
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Use a script for an opening greeting.
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“Hi, I’m Stephen Francoeur, a librarian at Baruch College. I am reading your questionnow.”
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Hi, I’m Stephen Francoeur, a librarian at Baruch College in New York. Your library andmy library are part of a nationwide network of libraries that answer questions foreach other. Please be assured that I will do my best to help you. I am reading yourquestion now.”
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If IM is used, this is not necessary, as connect times are nearly instantaneous.
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Formality and tone
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Make yourself as approachable as possible.
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Start off fairly formal.
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Mirroring the patron’s tone.
If patron is very informal or chatty or engaged, it’s OK to be that way too.
No harm in being a bit more formal than the patron.3
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