LibChat training

Transcript

1. LibChat Monitoring Chat and LibAnswers Tickets
2. Today’s Agenda: 1. Chat Scheduling / Logistics (Whitney) 2. Tiered Reference (Whitney) 3. Chat reference basics and best practices (Whitney) 4. LibChat and LibAnswers (Roy) 5. Time for questions / discussion (Whitney & Roy)
3. Scheduling and Logistics 1. Schedule will be on google docs and will be updated weekly, if needed 2. Covering shifts 3. Make sure you log in and log out 4. “Offline” vs logging out
4. Tiered Reference on Chat 1. Basic/Intermediate Questions 2. Advanced Research Topic and Subject Specialists 1. See “Selected Contacts” handout or website 3. Coronavirus Response 1. Library.okstate.edu/coronavirus
5. Other common questions for referrals: 1. Broken Links or Paywall Issues with Library Resources: Roy Degler AND Phillip Doehle 2. Circulation Questions (book checkouts, returns, Library Account): Dyonna Starr – Ramos 3. Laptop Checkouts and Returns: Dyonna Starr- Ramos 4. Library Fines and Fees: Laura Stemple 5. Interlibrary Services: Abby Albert 6. Tech-to-go, 3-D printing, Creative Studios: Shannon Austin 7. Course Reserves and Textbooks: Shannon Austin 8. See Referral Cheat Sheet on the Chat Training LibGuide
6. Chat Best Practices – The Basics 1. Answer all chats that come in (keep your sound on) 2. Canned Messages are your friends 3. If you need to be away from the desk for a time, sign out of chat
7. Chat Best Practices - Greetings 1. Be quick to respond to all chats (aim for less than 30 sec) 2. Greet the patron and ask how you can help 3. Let patrons know if you are assisting another patron 4. Establish a professional, friendly tone.
8. Chat Best Practices - Assessing Patron Needs 1. Ask for more information or verify your understanding of the question/problem 2. Ask open ended questions about their topic 3. Ask what course, assignment, etc. the information is needed for 4. Ask what types of resources the patron can use for their assignment 5. Ask what resources and search terms the patron has already tried 6. Restate the question or research topic back to the patron 7. If you need time to research their topic, let the patron know
9. Chat Best Practices – Challenges 1. Handling Difficult Patrons/Complaints 1. Empathize 2. Offer Solutions 3. Refer if necessary 4. Let administrators know about inappropriate conduct 2. Patrons in Distress 1. University Counseling Services “You Have Options” handout 3. Out of Scope Questions
10. Chat Best Practices - Tips 1. Check in often with the patron so that they know you are there 2. Avoid using library jargon like ILS or RLS 3. Avoid statements like “I don’t know.” Or “I guess” OR “I think.” Instead say the following : 1. “That is a good question, let me find out for you.” 2. “I’m not sure, but let me find out for you.” 3. “I’m sorry, I don’t have the information on that. May I put you on hold for a few minutes? I will clarify this with our manager.” 4. “I’m sorry, this question would be out of my expertise, but Matt Upson, one of our subject specialists, will be able to help you. Would you like me to connect you with him?”
11. Questions?
12. Using the new LibChat dashboard 1. Logging in to LibChat 2. LibChat Settings 3. Answering Chat and Tickets 4. Other Useful Features
13. Topics 1. Logging in to LibChat
14. Logging in to LibChat Use the new Chat Dashboard
15. Topics 1. Logging in to LibChat 2. LibChat Settings
16. == 1) Make sure you are online. (Set Away if you to be offline for a moment.) 2) Ask US! must be online. (The other departments are optional.) 3) Monitor incoming Tickets. (Tickets come from the website forms, emails, and text messages.) 4) Turn on Sound and Desktop Notifications. (Multi Chat Overlay is your preference.) LibChat Settings
17. Topics 1. Logging in to LibChat 2. LibChat Settings 3. Answering Chat and Tickets
18. Claim a chat Make sure you are on the Chats Tab Click the claim Chat button
19. The Chat Interface Type in your Response Send the response
20. iFrame Chat Suggest iFrame Chat Optional URL Send Suggestion
21. Create a Ticket Create a ticket button Always use Default Queue Create Ticket Default Enter Patron’s Name Enter Patron’s Email Optional- Assign to Librarian Optional- Enter Note
22. Topics 1. Logging in to LibChat 2. LibChat Settings 3. Answering Chat and Tickets 4. Other Useful Features
23. Other Useful Features * 1. Requesting contact info 2. Display a nickname 3. Using canned messages 4. Sending files 5. Request a screensharing session * Learn more using the links on the Help LibGuide. https://info.library.okstate.edu/help/libchat
24. Questions?