Chat Etiquette:
A review
HKBU & LU Chat Reference Service
2013 January
Christine Ho
Christopher Chan
RUSA guidelines
Approachability
Interest
Listening
Searching
Follow up
Set the tone in the opening
14:22 User: Hello
14:23 Librarian: Hello! Can I help you with
something?
16:37 User: hello, is...
Let user control the pace
of the transaction
14:11 User:
14:12 User:
14:12 User:
14:12 Librarian:
14:12 User:
14:13 Librar...
Allow user to fully express their need
16:04 User: if my Julac Library card expiry date
is aug
16:04 User: and after that ...
16:07 User: Hello, can you help me to find something
about the development of agriculture in HK?
16:09 Librarian: hi there...
Empower & encourage
16:58 User: My question is: As we need to
include the page number of the news, how can
we find that pa...
Maintain word contact
14:49 User: Hi~I'm searching for a
article in the "ProQuest" database.
I've found it. However I can ...
15:59 User: i see!! thank you so much!! ^^
16:00 Librarian: no problem :-)

Close appropriately
16:04 User: Thanks for you...
Close appropriately
16:11 Librarian: I do hope that some of this
information is useful :-)
16:11 Librarian: Do you have mo...
Happy customers
Upcoming SlideShare
Loading in …5
×

Chat reference etiquette

653 views

Published on

Review of best practice when chatting with users online

Published in: Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
653
On SlideShare
0
From Embeds
0
Number of Embeds
81
Actions
Shares
0
Downloads
10
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Chat reference etiquette

  1. 1. Chat Etiquette: A review HKBU & LU Chat Reference Service 2013 January Christine Ho Christopher Chan
  2. 2. RUSA guidelines Approachability Interest Listening Searching Follow up
  3. 3. Set the tone in the opening 14:22 User: Hello 14:23 Librarian: Hello! Can I help you with something? 16:37 User: hello, is there anyone there? 16:37 Librarian: Hello! How can I help you? 16:03 User: hello 16:03 Librarian: Hi, 16:03 Librarian: How may I help you?
  4. 4. Let user control the pace of the transaction 14:11 User: 14:12 User: 14:12 User: 14:12 Librarian: 14:12 User: 14:13 Librarian: 14:14 User: 14:15 User: 14:15 User: 14:15 Librarian: 14:15 User: 14:15 Librarian: 14:15 User: 14:16 Librarian: 14:16 Librarian: 14:16 Librarian: 14:16 Librarian: 14:17 User: 14:17 Librarian: 14:17 User: 14:18 Librarian: 14:18 Librarian: 14:18 Librarian: 14:19 Librarian: 14:19 Librarian 14:19 Librarian 14:19 Librarian 14:20 User: 14:21 User: 14:21 Librarian 14:21 User: 14:22 Librarian
  5. 5. Allow user to fully express their need 16:04 User: if my Julac Library card expiry date is aug 16:04 User: and after that date I am not student 16:04 User: how can I get the Julac Library card again ? 16:05 Librarian: May I know your status? Undergraduate students or others. 16:06 User: part time postgraduate
  6. 6. 16:07 User: Hello, can you help me to find something about the development of agriculture in HK? 16:09 Librarian: hi there 16:10 Librarian: may I ask what type of materials you are looking for? 16:10 Librarian: Or indeed what you need the information for? It will help me recommend the best sources 16:11 User: Journal is oK 16:12 Librarian: journal articles... 16:12 User: yup 16:12 Librarian: is there any particular aspect of the topic you are interested in? certain crop types, livestock, organic farming? 16:14 Librarian: or a more general account of the development of agriculture in HK? 16:14 User: may be something about mineral, soil, water resources in HK 16:15 User: general account of the development of agriculture in HK is ok! 16:16 Librarian: ok... 16:16 Librarian: give me a few minutes 16:16 User: I want to know "Is it possible to redevelop agriculture in Hong Kong?”
  7. 7. Empower & encourage 16:58 User: My question is: As we need to include the page number of the news, how can we find that page number when we search in WiseNews?? 17:00 Librarian: good question. may i know the details of the article you are citing? 17:00 User: "On a collision course" in SCMP (2012-04-01) 17:01 Librarian: let me check ... please hold on 14:07 User: I want to find the final exam. Can you help me 14:07 Librarian: do you mean examples of past papers? 14:07 User: I am a new comer here 14:07 Librarian: I see
  8. 8. Maintain word contact 14:49 User: Hi~I'm searching for a article in the "ProQuest" database. I've found it. However I can not view the full text. Would you please help me with it? The name of the article is "Proxy Contests and the Efficiency of Shareholder Oversight". 14:49 Librarian: Hi - happy to help. give me a second to pull it up ... 16:21 User: I am a one-year master student and I would like to use our library electronic resource which call " Vocabulary: applied linguistic perspectives (1998), but when I wanted to download the ebook, EBSCOhost just pop-up a prompt "Please sign in to check availability and download." I tried to use my student no. and password to log in EBSCO, but failed. My question is how to log in the EBSCO and download this ebook? 16:22 Librarian: hi, let me check ... 16:23 Librarian: please hold on ...
  9. 9. 15:59 User: i see!! thank you so much!! ^^ 16:00 Librarian: no problem :-) Close appropriately 16:04 User: Thanks for your help! I will check it out later... :) 16:04 Librarian: You're welcome! 14:36 Librarian: Do you have any other questions? 14:36 User: No and thanks. 14:36 Librarian: you're welcome! bye~ 17:21 Librarian: so do you have any more questions? 17:24 User: No more questions. thanks for your help 17:24 Librarian: you're welcome! thank you for using the chat service!
  10. 10. Close appropriately 16:11 Librarian: I do hope that some of this information is useful :-) 16:11 Librarian: Do you have more information about where your friend got the paper? Did they say it was from the Library? 16:50 Librarian: Hi, the chat service will be going offline in about 10 mins, pls let me know if you've any more questions :-D
  11. 11. Happy customers

×