LibChat Training Fall 2020

Transcript

1. LibChat Training
2. Today’s Agenda • Welcome and Introductions • GRA Expectations/ Job Functions • How to use LibChat/LibAnswers • The Reference Interview • When to Refer to subject specialists • Broken links and issues with online resources • Customer Service for Chat • Questions/Discussion
3. Job Expectations • Clocking in an out • Absences /Covering each other’s shifts (20 hours rule) • Responsibilities at the Desk • Weekly Meetings
4. Tiered Reference at OSU • See Tiered Reference Module in the “Circulation and Information Desk Student Assistant Training” Canvas page for a detailed explanatation. • Referral Guides Available on chat training libguide and on the library website: https://library.okstate.edu/research-guidessubject-lists/
5. Basics of LibAnswers • Springshare Login - okstate.libapps.com • Make sure you are logged into your individual account (not Circulation) • You will NOT need to monitor dashboard tickets, starting this semester.
6. Basics of LibChat • Answer all chats that come in (keep your sound on) • Canned Messages • If you need to be away from the desk for a long time, sign out of chat or go offline.
7. Logging in to LibChat
8. == 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
9. Claim a chat Make sure you are on the Chats Tab Click the claim Chat button
10. The Chat Interface Type in your Response Send the response
11. iFrame Chat Suggest iFrame Chat Optional URL Send Suggestion
12. Create a Ticket 1. Create a ticket button 2. Always use Default Queue 3. Assign to a specialist 4. Enter Patrons Name 5. Enter Patron’s Email 6. Enter Note 7. Click Create Ticket Default
13. 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/drds/libchat-training
14. Customer Service for Chat • Be quick to respond to all chats (aim for less than 15 sec) • Hello! I am currently helping another patron on chat and I will be with you very soon. Thank you very much for your patience. • Greet the patron and ask how you can help • Hello! Thank you for chatting in today. How may I help you today? • Establish a professional, friendly tone.
15. Customer Service for Chat • Ask for more information or verify your understanding of the question/problem • If you need time to research, let the patron know
16. Customer Service for Chat • When referring, always let the patron know why and to whom you are referring them. • “I’m going to send your question to Hui-Fen Chang, one of our subject specialists. She will be able to help you with this research.” • “James, let me transfer this question to Jason in our Digital Library Services Department. He will be able to help you.”
17. Customer Service for Chat • Don’t say “I don’t know.” Or “I guess” OR “I think” Instead say the following : -“That is a good question, let me find out for you.” -“I’m not sure, but let me find out for you.” -“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.” -“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?”
18. Customer Service for Chat • Wrapping up a chat. • Ask the patron if they have any other questions • Thank them for using the service • Extend an invitation to return to the service “Thank you for using our chat service today. If you have any more questions, please feel free to contact us at any time. Have a great day!”
19. Customer Service for Chat • Handling Difficult Patrons/Complaints Empathize “I’m really sorry to hear that. Tell me what happened.” Offer solutions “I’m sorry you are having this problem. Let’s see if there is anything we can do to help the situation.” Refer if you cannot resolve the situation or if inappropriate “This question sounds like it may be beyond the scope of this chat service. May I recommend that you reach out to one of our subject specialists? They will best be able to help you. Here is their contact information: http://www.library.okstate.edu/research-support/subject-librarians/.”
20. Customer Service for Chat • Handling Difficult Patrons/Complaints • Patrons in Distress • Out of Scope Canned Message: “This question sounds like it may be beyond the scope of this chat service. May I recommend that you reach out to one of our subject specialists? They will best be able to help you. Here is their contact information: http://www.library.okstate.edu/research-support/subject-librarians/.”
21. Questions?