Semi-Automatic Chat: Using a Library of Common Responses to Speed Up Chat Sessions
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An emerging technologies librarian at UNC Chapel Hill provides responses to common questions and issues that may arise when assisting library patrons. The librarian offers polite responses such as asking how they can help, checking on a question, or transferring the patron to another department for specialized assistance. The librarian aims to be helpful while setting boundaries on support if a research question is not present.
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- 5. Hi You're welcome. Hello Let me take a look. Do you mind holding on for a moment? Let us know if you need more help. Hi there! No problem! Let me check on that. Thank you. How can I help you? Have a great day! Where have you searched thus far? Are you searching for a specific article? What title are you looking for? What is your question?
- 6. • Hello! How can I help you today? • Do you mind holding on for a minute? I'll be right back. • Your best bet is probably to submit an Interlibrary Loan request… • You're welcome, have a good day! • I'm going to transfer you over to our circulation department, they can best help you with something like this. Hold on, they'll be right with you. • What's the article you're looking for? • If you have a research question I'd be happy to help you, but otherwise I need to end this chat now.
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- Based on 2 weeks of logs