Chat with a Librarian Objective:
Pennsylvania libraries are collaborating to provide a 24/7 online chat reference service that efficiently and effectively meets the information and learning needs of Pennsylvania residents.
General guidelines:
When it appears a patron is chatting with a purpose beyond our stated objective, please attempt to steer the session into an effective reference transaction. We are generous with patrons and give them the benefit of the doubt. We recognize that the chat environment encourages a wider variety of text communication opportunities. It is important that you do not take rude or inappropriate behavior personally.
Sixteen scenarios and tips on how to handle them:
- Patron begins by not asking a question.
- Patron interjects tangents.
- Patron asks question, becomes impatient.
- Patron is logging on because they are bored.
- Patron asks personal questions.
- Patron asks for opinion.
- Patron asks about personal issues.
- Patron asks for information on sex or other delicate subject.
- Patron begins okay, but becomes rude.
- Patron is rude or offensive at any point in reference transaction.
- Patron is in crisis asking about suicide, mental health or other issues.
- Patron claims distress, specifically requests or intimates 911 emergency services are required.
- You assist the patron and at the end the patron hangs up without comment.
- You assist the patron but the patron lingers online but does not respond.
- You assist the patron and at the end, he/she becomes rude.
- You see the patron’s name but they do not respond to your messages.
Tip: Respond by asking for specific information need.
Example:
Bob: Hi
Librarian: Hello Bob. Do you have a research question?
-or-
Librarian: Welcome to Chat with a Librarian. We assist with research and information gathering. Do you have a research question?
Tip: In keeping with the chat environment, you may want to address the tangent and discuss it briefly. As soon as possible, steer the conversation back to the reference need.
Example:
Ian: What does ICP stand for
Librarian: Do you know how this is being used?
Ian: As a name abbrevation of a rap group
Librarian: Oh, okay. Insane Clown Posse is my first thought. Let me check their website and send it your way.
Ian: do u listen to them
Librarian: http://www.insaneclownposse.com/
Librarian: This has a lot of flash so it may not load well with our software so I am sending their address for you to look up later.
Ian: What is ur favorite song of ICP
Librarian: Is that all you need or do you have other research questions? (We are busy so I need to help others as well)
Ian: ya bye
Tip: Provide an estimate of how long the session will take. Clarify that
searching for reliable information can take time. If the patron does not
have time, remind them that Chat with a Librarian is available 24/7 and suggest they
come back later or offer to follow-up by e-mail. If the patron agrees to
follow-up, be sure to get their e-mail and code the session for follow-up by
me or follow-up by patron’s library.
Example:
Patron Ed: Can you hurry? I don’t have much time.
Librarian: I am looking now. It may take a few minutes. Do you have time or
would you rather try back later since we are open 24/7?
Or
Librarian: Ed, this is going to take a while. Do you want to log back in
when you have more time or if you send me your e-mail we can follow-up with
you a little later. Which option would you prefer?
Tip: You may choose to ask them for details on their interest and send them information which will provide them with insight or inspiration.
Example:
Kendra: hello
Librarian Good morning, Kendra. How can I help you today?
kendra: well i’m just board
Librarian: Here’s something fun and interesting, from the CBC
Librarian: CBC http://www.cbc.ca/kidscbc/#/play/
kendra: what do you do on it?
Librarian: It just has some games and such.
kendra: thank you!!!BUNCHES!
Tip: Avoid providing personal information and stay focused on the reference transaction.
Example:
Bob: Hey, are you married?
Librarian: Do you have a research question? This service doesn’t answer personal questions.
Or
Librarian: I am happy to help you search for quality information on (topic), but we do not provide personal information or opinions.
Tip: Clarify that we provide information but cannot give an opinion or advice.
Example:
Bob: Well, what do you think about this?
Librarian: Reference librarians are here to help answer questions and to make referrals to other sources of information. We cannot give advice.
Or
Librarian: Bob, I can steer you to reliable information so you can make your own decisions. However, I am not permitted to give an opinion or advice.
Tip: When patrons ask for advice about how to handle a personal problem like having a fight with a friend or other issues, provide the patron with online resources and/or suggestions of library material which relate to their concerns. Do not attempt to counsel or advise the patron.
Example:
Betty: What do you do when a friend is mad at you?
Librarian: I can help you find some information on resolving conflicts with friends. I can’t give any personal advice since this is an information service. Is that okay?
Betty: Yes. I know this isnt the question im suppose ti be asking but i have nothing to do otherwise.
Librarian: I want to send you something about conflict resolution.
Betty: That’s fine. Ok
Librarian: Although this has more to do with avoiding violence, it has some good ideas for resolving conflicts that might apply to you and your friend.
Librarian: [Item sent – SafeYouth.org – Teen Facts – Conflict Resolution] http://www.safeyouth.org/scripts/teens/conflict.asp#what
Betty: Thank you i think you can leave now. I think this is all i need
Tip: Assume all calls are legitimate. Do a thorough reference interview to insure you understand the information need (those with real questions will stick with this, those who are joking around may quit). Send reliable, age-appropriate information on the subject.
Example:
Sean: Hello?
Librarian: Hi Sean. Do you have a question?
Sean: what is sex?
Librarian: Sean. This is a library information service. Is this research you are doing on sex?
Sean: yes it is a sex ed class
Librarian: Which grade?
Sean: 9th
Librarian: Okay. I am looking. by the way, anything in particular you are wanting to know?
Sean: no
Librarian: I’m sending a page designed for 14-16 year olds. Let me know if this is helpful.
Librarian: [Item sent – Sexual Health for Teens from Nemours] http://kidshealth.org/teen/sexual_health/
[Sean – has disconnected
Tip: Send warning if mildly rude. Drawing the line early is important. Never take rude behavior personally.
Example:
Jill: what are the austalia aboriginies
Librarian: Hi, Jill. Let’s see what we can find.
Librarian: [Item sent – Australian Aboriginal History] http://australianmuseum.net.au/Stories-of-the-Dreaming
Jill: ok good job slave
Librarian: Your language is inappropriate. We are here to help you with your research, not do the work for you. Please change your language, or you will be disconnected.
Jill: sorry
Librarian: Thank you. Let’s see what else we can find together.
Jill: ok
Librarian: Let’s try the Librarian’s Index to the Internet, http://lii.org/
Librarian: [Item sent – lii.org] http://www.lii.org/
Tip: This might include inappropriate language or abusive language. Send the script(s) provided in the software and disconnect at your discretion.
Example:
Joe: austalian aborigines and tools they use
Someone will be with you as soon as possible. Thank you for your patience.
Joe: hello
[a library staff member, is coming online… please wait.] Joe: was up bitch
Librarian: Your language is inappropriate. Please change it, or you will be disconnected.
Joe: ok fine
Librarian: Thank you, Joe. Let’s see what we can find about the Australian aboriginals.
Joe: brian is gay and o my god ur sooooo retrded
Librarian: Your language is still inappropriate. You will now be disconnected.
Tip: As quickly as possible, provide the patron with online resources including phone and online contact to professionals who can assist the patron. Do not attempt to counsel or advise the patron. It may be difficult to determine a prank from a real scenario so please assume it is real and provide professional contacts for the user. After you send the scripted message and the website(s) or phone numbers below, do not engage with the patron. Thank the patron for using Chat with a Librarian and exit from the session so that the patron can contact the hotlines and get the help they need.
Script: I’m sorry I’m not a professional counselor so I’m not allowed to give you any advice, but I do have information that you can use to get help. Please contactNational Suicide Hotline: Crisis Line, Automatically routes the call to the nearest crisis center. 1-800-SUICIDE (someone is available to talk 24 hours a day)
Tip: Occasionally, patrons will log into Chat with a Librarian and ask a librarian to phone 911 emergency services for them, or via the text exchange communicate to the librarian that they are involved in an emergency situation, thus intimating (but not directly asking) that the librarian contact 911 emergency services on their behalf. If this happens, librarians may use their professional judgment regarding whether or not to contact emergency services.
Scripts: We are not an emergency service, please use your telephone and dial 911. Chat with a Librarian is not an emergency service contact point. We are unable to call 911 on your behalf. You are not liable if you call 911. You should explain to the 911 operator the circumstances of the call (e.g. I’m a librarian staffing an online Reference service and I received this chat message.) If you call 911, you will not be able to follow-up and find out what happened to the person.
Tip: There is no way of knowing, at times, what happened with the patron. It could be an unintentional disconnect, technical problems, or other issues. Check the patron information to see if they entered an e-mail address. If they did, you can follow up with the patron using the Email Ticket feature in LibAnswers. If the patron has not provided an e-mail address, you may assume you have assisted them with their reference search and they have the information they need.
Tip: There is no way of knowing, at times, what is happening with the patron. They may be multi-tasking, fixing dinner, etc. Please continue to work on the reference question and provide the information needed. At your discretion, you may end the call or leave it open while you assist other patrons.
Tip: There is no way of knowing, at times, what happened with the patron. In some cases, another person has come onto the computer. Since we don’t know specifically what is happening on the patron side, do not take this behavior personally.
Tip: The Best Practices document recommends that you send three messages to prompt them to reply before disconnecting. We have seen that patrons login to Chat with a Librarian while working on homework, using IM with friends, cooking dinner for their families, and other multi-tasking. They may be “on” but not available to you. You may choose to disconnect after the three prompts or leave the session open and continue to assist others.
