Effective Chat Reference

Stephen Francoeur

A workshop held at the Metropolitan Library Council of New York

New York, NY
28 April 2009
General Principles for Effective Chat Reference

• The standards for service should be the same as they are for any other reference service
point.
o “Guidelines for Behavioral Performance of Reference and Information Service
Providers” (MOUSS Management of Reference Committee)
 Approachability
 Interest
 Listening/inquiring
 Searching
 Follow-up
• Always keep in mind what things look like on the user’s screen (be empathetic).
o Practice being a user, not just the librarian.
• Save the time of the user (Ranganathan).
• Tough question? Know when to keep at it and when to refer.
• Online communication is HARD.
o Read the patron’s messages charitably.
 Users may not intend to be rude; their online communication skills may just be
lacking.
o Be extra polite in your own messages.
o In your messages, aim for proper spelling and grammar (although you can take a lot of
shortcuts with the latter).
o Avoid typing in all capital letters.
• Try to manage the pace of the interaction so you are in charge.
o 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 first
topic...”

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Greeting

• Use screen names that include institution name and personal name (if possible). At very
least, have a personal name as screen name.
• Use a script for an opening greeting.
o “Hi, I’m Stephen Francoeur, a librarian at Baruch College. I am reading your question
now.”
o Hi, I’m Stephen Francoeur, a librarian at Baruch College in New York. Your library and
my library are part of a nationwide network of libraries that answer questions for
each other. Please be assured that I will do my best to help you. I am reading your
question now.”
o If IM is used, this is not necessary, as connect times are nearly instantaneous.
• Formality and tone
o Make yourself as approachable as possible.
o Start off fairly formal.
o 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.

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Interviewing

• Display interest in the question.

o “That’s an interesting topic.”
• Assure the patron that they can get help.
o “I think can help you with that.”
o “I can probably help you find an answer.”
o “I’m pretty sure we can find some sources.”
• Ask open-ended questions.
• Clarify the question.
o Sometimes you may have to be diplomatic in getting the reference interview going.
 Patron: “I need to know how technology is making our lives better.”
Librarian: “OK, that’s a good question…”
Librarian: “So I can make sure I’m getting you the right sources, can you tell
me a bit more about your topic and the assignment you’re working on?”
o From Radford and Connaway (2007)
 Topic
• “Is there a specific animal that you’re researching?”
 Background
• “When is your paper due?”
• “Are you in the NYC area?”
 Verify your own understanding (restate question)
• “So are you looking for the reasons why the Japanese attacked Pearl
Harbor?”
 Search history
• “OK, and have you checked their web sites yet?”
 Type of resource
• “Are you looking for books, articles, or online information?”
 Extent/depth
• “Were you looking for an in-depth history? Or a summary?”
 Referral

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 • “Do you want me to refer your question to your library?”
 Correct earlier misunderstanding
• “By the way, what I told you about the list being in strictly chronological
order was not correct; I’m sorry.”
• Be prepared for typos from the patron (misspelled author names, title info, topics, etc.)
• Librarian will have to work harder at question negotiation than in face to face reference.

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Connecting

• Pacing your interaction

o Keep your patron posted on what you're up to.
o As you search on your own screen, come back periodically to chat.
 Don't let more than two minutes go by without a message to let them know
what you’ve been finding (or what you are still trying to do).
• “I’m finding some interesting articles in a database, but I want to check
out a few more things…back in a few minutes, OK?”
 If you're about to go off to search something, let them know that and how long
you'll be gone.
• “I’m checking a few ideas out…I’ll back here in a minute or two.”
o Don't ping one web link after another to patron but rather:
 Send a link.
 Ask if they got the link (or if the page opened automatically on their screen if
the software supports that feature).
 Ask them to review the page to see if it looks like it might be helpful.
 Ask permission before sending another link (“Can I send you another link/web
page?”)
o Don't dump blocks of text in the chat window.
 Break up long messages into series of short ones with little ellipses at end (it
indicates to patron that another connected message will follow ASAP).
• Shortcuts
o Keyboard shortcuts (and right-mouse-click shortcuts) for copy and paste are essential
skills:
 Copy = CTRL-C
 Paste = CTRL-V
o Discretely use Google, Wikipedia, etc., to verify author names, titles, topics, etc.
that patron is asking about.
o Use quote marks to indicate something that you've copied and pasted from a web
page.
o Use tabbed browser to open multiple web pages on separate tabs instead of separate
browser windows.

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• What kinds of sources?
o Privilege online sources.
 But connect back to print resources from the user's home library.
 Ask patron if they have any preferences or special needs.
o Be careful of links to databases (they may be session based and they may include
proxy server URLs).
• Showing and teaching
o Tell the patron to open up browser tab/window and follow your step-by-step
instructions for searching.
 “1. Go to library home page”
 “2. Click ‘Databases’”
 “3. Scroll list of databases to ‘Academic Search Premier’ and click to launch
it.”
 “4. You’ll be asked to log in using your ____________”
 etc. etc.
o Give full Boolean search queries as suggestions, not just a string of keywords.
 Type operators in all caps (“civil war AND union army AND deserters”) to call
attention to them.
• Don't be afraid to refer (but don't give up too easily) to a better service point.
o Give options to the patron.
 Get email address from patron and follow via email.
 Give them phone number for reference desk.
 Get the patron’s phone number and offer to call back.
 Suggest a visit to the library’s reference desk.
 “This is turning out to be a bit more than can efficiently handled here. Would it
be OK if I got your email address and followed up with you via email? Would
you prefer to call me or the reference desk instead?”

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Closing

• Ask patron if they have any more questions.

o “Is there anything else I can help you with?”
o “Did I completely answer your question?”
o “Do you feel like you’ve got enough to go on now or do you have some more
questions?”
• Encourage the patron to return if they have more questions.
o “Feel free to come back if you need more help.”
• Send copy of the transcript to patron via email (if service allows for it).
• If you are passing along question for followup, ask patron how soon they need a reply.
• Patrons sometimes don’t know how to end chat sessions. They keep saying “thanks” and
“have a nice day” etc. A good all purpose reply to “thanks” or “you were really helpful” is
“It’s been my pleasure.”

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The Rude Patron

• Be careful not to read ill will into patron’s messages (charitable reading).
o Some patrons may not realize their message is abrupt or rude.
o But when patron crosses a line, let them know.
• If behavior persists, inform the patron that the behavior is not appropriate for a library
service and that you will be ending the chat session.
o Having a script on hand is especially helpful.
o “This is a library service for asking real questions. When you have one, please return
to this service. I am ending the chat now. Goodbye.”
o “That language is not appropriate for this service. I am ending the chat now.
Goodbye.”

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References

Hirko, Buff, and Mary Bucher Ross. Virtual Reference Training: The Complete Guide to Providing
Anytime, Anywhere Answers. Chicago: American Library Association, 2004.

Kwon, Nahyun and Vicki L. Gregory. “The Effects of Librarians’ Behavioral Performance on User
Satisfaction in Chat Reference Services.” Reference and User Services Quarterly 47 (2007): 137-
148. 27 April 2009 <http://www.rusq.org/2008/01/06/the-effects-of-librarians-behavioral-
performance-on-user-satisfaction-in-chat-reference-services-2/>.

MARS Digital Reference Guidelines Ad Hoc Committee, Reference and User Services Association.
“Guidelines for Implementing and Maintaining Virtual Reference Services.” Reference and User
Services Association. June 2004. 27 April 2009.
<http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/virtrefguidelines.cfm>.

MOUSS Management of Reference Committee, Reference and User Services Association. “Guidelines
for Behavioral Performance of Reference and Information Service Providers.” Reference and User
Services Association. June 2004. 27 April 2009.
<http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/guidelinesbehavioral.cfm>.

Neerav. “Virtual Reference Training & Chasing the Sun VR Service.” Libraries Interact. 15 June
2008. 27 April 2009. <http://librariesinteract.info/2008/06/15/virtual-reference-training-chasing-
the-sun/>.

QuestionPoint. “Best Practices for 24/7 Reference Cooperative Sessions.” QuestionPoint Wiki. 30
January 2009. 27 April 2009 <http://wiki.questionpoint.org/247-Best-Practices>.

QuestionPoint. “24/7 Reference Collaborative Policies and Procedures.” QuestionPoint Wiki. 30

January 2009. 27 April 2009 <http://wiki.questionpoint.org/247-Policies>.

Radford, Marie L. and Lynn Silipigni Connaway. “Are We Getting Warmer? Query Clarification in
Chat Reference.” Library Research Roundtable, ALA Annual Conference. Washington, DC. 23 June
2007. 27 April 2007 <http://www.oclc.org/research/projects/synchronicity/ppt/20070623-ala-
lrrt.ppt>.

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