Good communication skills are essential in virtual reference, especially since many of the communication options usually available in face-to-face or telephone reference (eye contact, tone of voice, visual cues on the patron's age or level of comprehension) are absent in a virtual environment. As in traditional reference, it is important for the librarian to be approachable to patrons: make the patron feel welcome and place them at ease. These general guidelines are designed to facilitate good communication between librarians and their patrons in a virtual service.  [24/7 Reference Cooperative Policies, 4.1]

 

Following are scripts that QuestionPoint libraries are using.  You may use these scripts or adapt them for your own local library or group.  Feel free to add your own scripts to these pages, so other QuestionPoint libraries can see how you handle various situations in short order. Click on the script type to see the contributing libraries' scripts or to add your scripts.  Adding scripts requires that you have "Write" permission in the wiki.

 

QuestionPoint Scripts

 

Clarification Request.  See Reference Interview.

 

Concluding a Session:

 

Crisis Call

 

E-mail Address, Confirm.  See Follow Up

 

Follow Up:

 

Greeting:

 

Interlibrary Loan:

 

Patron Account:

 

Patron Information:

 

Please Hold:

 

Print Page, How to

 

Reference Interview:

 

Referring Question:

 

Resource Usefulness:

 

Resubmitted Question:

 

Rude Behavior:

 

Search Assistance:

 

Sending Information:

 

Spanish-language:

 

Still Searching:

 

Thanks for Waiting.  See also Please Hold and Still Searching

 

Question Transfer:

 

Unable to Resolve: