Schedule - Hourly schedule for librarians staffing virtual reference service
Chat Procedures - How-to manual for using LibraryH3lp
Best Practices - including scripts for dealing with problem situations
[excerpted from the Chat Reference Best Practices document, located on this guide.]
The anonymous nature of the Internet allows individuals the opportunity for immature behavior. Since we do not have a realistic way to prevent such behavior, our best defense is responding consistently, without taking the bait.
Please use the following script as a response to inappropriate or rude language:
Your question/statement is not appropriate for response by the Georgia Perimeter College Libraries. If you have a research question, I’ll be happy to help you.
If you feel the chatter has crossed the line from merely inappropriate to threatening, end the chat. Send a copy of the chat transcript to the Executive Director of Libraries. The Executive Director will follow through, contacting OIT and Public Safety as necessary.
Word documents were provided instead of PDFs because we need to have editable versions of these documents easily available in the event of staff turnover.
Click here for information presented by Sarah Steiner, Social Work and Virtual Services Librarian at Georgia State University, to the Atlanta Emerging Librarians Group on April 16, 2011, including:
The following is included
The statistics are run on the following schedule:
In August 2015, GPC Libraries migrated from Library H3lp to SpringShare LibChat.
Anderson, Craig. "How to be a person: Tips and tricks for virtual reference." College & Research Libraries News 70.10 (2009): 577-9. OmniFile Full Text Select. Web. 23 Sep. 2011.
The article provides information on virtual communication to address communication gap through online interaction used by libraries and to provide patrons with new avenues for accessibility. It notes that virtual world could help restore the nonverbal and visual cues lost in an online communication. It cites several tips to overcome the communication gap for reference chat including the proper way to welcome the patron, learning the type of search, and letting the patron know the search duration. Furthermore, attention pays for both sides of conversation and monitoring the online communication will help the patrons know that they deal with a real person. [abstract from Academic Search Complete]
"Guidelines for Behavioral Performance of Reference and Information Service Providers", June 2004. Reference and User Services Association. Web. 31 May 2011.
Naylor, Sharon, Bruce Stoffel, and Sharon Van Der Laan. "Why Isn't Our Chat Reference Used More?: Finding of Focus Group Discussions with Undergraduate Students." Reference & User Services Quarterly 47.4 (2008): 342-354. Academic Search Complete. Web. 10 Feb. 2010.
The article examines usage of chat reference services at the Milner Library at Illinois State University. It focuses on information behavior and information-seeking strategies among college undergraduate students and members of the "Millennial" generation. A description of the chatreference service provided by the library is presented, including hours of availability, marketing efforts, and Web site design. The results of focus groups conducted by the library are also presented, including student use of instant messaging services, use of library reference services, and study habits. [abstract from Academic Search Complete]
Oakleaf, Megan, and Amy VanScoy. "Instructional Strategies for Digital Reference: Methods to Facilitate Student Learning." Reference & User Services Quarterly 49.4 (2010): 380-390. Academic Search Complete. Web. 6 June 2011.
