24/7 Reference Cooperative Policies and Procedures
1. Mission
The mission of the 24/7 Reference Cooperative (the "Cooperative") is to provide high-quality information to the communities served by the cooperative network of member libraries (the "Members") in the most efficient manner possible.
2. Governance
All libraries who participate in the Cooperative agree to abide by these 24/7 Reference Collaborative Policies and Procedures (the "Policies"). These Policies are established by the 24/7 Reference Advisory Board (the "Board") and shall be revised by the Board as needed.
Each Member is required to contribute a certain number of librarian hours to staffing the 24/7 Reference Cooperative Service (the "Service"), as determined by the Member's FTE or population served. Academic library Members will contribute staffing to the Academic Cooperative, and public library Members will contribute staffing to the Public Cooperative. Members are encouraged to staff their local service for as many additional hours as possible.
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3. Scope of Service
The Service provides online reference assistance to the primary clientele of the participating Members 24 hours a day, 7 days a week
3.1 Service Description
The Service consists of two parts: immediate online service to the patron, and Follow Up. When online with a patron, the librarians staffing the Service shall provide responsive assistance to patron requests. For questions that are not readily answered online, or if a question could be better answered by email, handle the question as a Follow Up (see Section 5 on Follow Up). This will ensure that the patron will get a more complete answer to his request. Most patrons will accept call-backs or email responses if this provides a more satisfactory answer.
3.2 General Guidelines
If the transaction cannot be completed live, use the follow up procedures (Section 5) and use the resolution code "Follow Up". Sessions should not be coded as "Answered" if the librarian can't find any information. If in fact no information can be found, handle the question as a follow up or referral. In the follow up email, detail the specific sources that were checked, as evidence and support for our claim that no information can be found.
Queries that require instruction (e.g. how to use a search engine to locate information or how to use the Library online catalog) are appropriate for this service.
Although 24/7 Reference does not provide in-depth research for patrons, it is appropriate to suggest resources and assist in their use. Refer patrons to their local library or to a referral partner (such as a subject expert) if extensive research assistance is requested.
Librarians may make virtual appointments with patrons to continue the instruction after the librarian's shift, or refer the session to the patron's local library for an instruction appointment (e.g., patron with limited computer skills wants to learn how to place Holds using the online catalog but the patron's lack of skill makes instruction very slow and other calls are waiting). See Section 5 for referral and follow-up procedures.
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3.3 Academic vs Public library patrons
The goal in assisting academic students is not to give them a quick answer, but rather to assist them in using the resources available at their library so that they can do the research themselves. To best help academic students, start with the resources available to the students from their library, as set out in the library's policy page.
3.4 Circulation questions: Use Library Policy Page
Library patrons are encouraged to use this service to get information they need, whether their questions pertain to reference or circulation. For general circulation questions, use the library's policy page to answer questions pertaining to loan periods, late fees, placing a hold, etc. For any circulation policy or procedure that is not listed in the policy page, first check the library's web page to see if the information is available there. If not, check to see if a librarian from that library is online. If yes, transfer the call to that librarian. If no local librarian is available, follow the steps below:
If the library's policy page or website does not answer the question, or if the patron has a question about his/her individual library record, give the patron a choice, such as: "We can reply by email but if you would like an immediate response, I can give you a phone number."
- If the patron wants to call, provide the contact information for the circulation department for his/her local library (using the information from the library's policy page). Code the question as Answered.
- If the patron requests follow up by email, please verify the patron's email address and code the question as Follow Up by Patron Library.
3.5 Periodical questions
3.5.1 If the patron requests a specific periodical article
- Conduct a reference interview to determine the patron's actual need (do they need a specific article or any articles on a given topic?). If a specific article, determine how much the patron knows about the article (periodical, author, date, etc.).
- Determine whether the article is available through an online database available at the patron's library (use the library policy page to determine library's database availability).
- Article is online: show the patron how to access the database and retrieve the article.
- Article is not online: See if the library owns that periodical. Check the library catalog to see if the library owns the title or follow the procedures for checking periodical holdings as outlined in the library policy page.
- Library owns the periodical: let the patron know he can obtain it from his library. Give the library's contact information to the patron.
- Library does not own the periodical: refer the request to the patron's library (see Section 5), OR
- Send the library's ILL policy to patron.
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3.5.2 If the patron wants articles about a particular topic:
- Conduct a reference interview to clarify the question (see Reference Practices, Section 2)
- Show the patron how to locate articles on their topic using their library's resources (library's databases, etc.) Use the library's policy page for access to the library's resources.
3.6 ILL/Books not found at the library
If a patron wants a book that is not at his local library:
- Determine whether the library belongs to a local cooperative. Check the policy page under "Cooperative Arrangements/Delivery". It may be possible to search the catalogs of partner libraries - check the library policy page for details.
- If no local cooperative information is available, and the patron wants to find the item at a nearby local library, you can do an OCLC WorldCat search to determine if any local libraries have the book.
- In the alternative, inform the patron of his library's ILL policies, found in the library policy page, and code the question for Follow Up (section 5).
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3.7 Citation Verification
Electronic indexes may be checked to help patrons verify citations if it can be done quickly. E.g.: The patron can provide the date of the article within a year or two and has the title of the periodical or has a name and wishes to know if anything was written on the subject within a particular year. Extensive checking may be treated as a follow up or must be done by the patron in the Library.
Verify Books:
WorldCat: http://www.worldcat.org/
Amazon: http://www.amazon.com
Verify articles:
Use a bibliographic database
Send to Follow Up
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3.8 Information NOT covered in this service
Side effects/complications of drugs. Only the general description and/or indications may be sent. Use Medline Plus for general consumer health questions:
http://medlineplus.gov/
Specific answers to legal questions (e.g. How do I change my name?). Sections from state Codes may be sent but no attempt to interpret the Codes may be made. In addition, send the question to a law librarian, if available to that library group (either live or as a follow up).
Referrals to specific businesses, individuals, or services. This service is not an advertising agency. Send general community referral information or guides without making a specific recommendation.
Avoid interpreting materials - anything which requires your interpretation can lead to misunderstanding. An exception may be made for helping with routine questions involving etiquette, grammar, forms of address, etc. providing you are certain you fully understand the principles involved. In this case, you should be able to locate an example in an online almanac or similar resource.
Personal Opinions: as a general rule, it is not appropriate for librarians to give personal opinions or answer personal questions in a reference setting. Professional opinions, based on training and experience, of course, are appropriate, and should be cited as such.
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4. Performance Standards
Patrons use the service in order to get high quality information advice from a qualified information professional. The same general principles that apply in traditional reference apply when providing reference service in the Cooperative. Librarians staffing the service should be approachable, demonstrate interest in the patron's question, practice reference interview techniques, and demonstrate effective searching techniques (adapted from the RUSA Guidelines).
4.1 General Chat Guidelines
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:
4.1.1 Picking up the patron
- Patrons should be picked up as quickly as possible. If more than 1 patron is waiting, pick up the patron that has been waiting the longest.
- Be aware of traffic in the queues you are monitoring. During busy times, try not to spend too long with one patron. Under certain circumstances, a second patron may be picked up - see Multiple Patrons (section 4.1.3) for details.
4.1.2 Greeting the patron
- As soon as you are in session with the patron, send a personal greeting, identifying yourself and your willingness to help.
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4.1.3 Multiple patrons
If you are already helping one patron and another patron comes into the queue, pick up the second patron if you are comfortable and proficient at handling more than one patron, such that the service you provide to either patron will not be impeded by picking up the second patron.
- Some examples of possible times to pick up a second patron: the second patron is one of your own local patrons; you are almost at the end of the session with the first patron and can handle a second patron; the first patron is reviewing information you have sent and does not need your immediate attention.
If you decide to pick up a second patron:
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Acknowledge all patrons that you pick up as soon as possible by sending a greeting. Thank them for waiting, if applicable.
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After sending a greeting, begin a reference conversation with the second patron (clarify the request, ask about previous searches, etc.). Ask as many reference interview questions of the second patron as necessary. This will give you time to finish up the first session, and the second patron will remain involved. The additional information will also help you refine your search and will provide necessary information to any librarians doing follow up (if follow up is needed).
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Obtain or verify the patron's email address as soon as possible, if the need for follow up is a possibility.
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Do not give a time estimate of how long it will be before you will be able to work on the question, unless the patron asks. A typical session lasts approximately 15 minutes. If it seems likely that you will not be able to get to the second patron's question for more than 5 minutes, try to transfer the session to another librarian (see section 5.3, "Transferring Sessions").
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If you are handling 2 simultaneous sessions, be sure to send the messages and URLs to the appropriate patron.
4.1.4 General Session Guidelines
- Break up long responses into a few blocks (no more than 70 words per block)--this avoids long pauses and the patron can begin reading your response while you are completing it. On the other hand, try not to break your chat into too many discrete units, as this may be confusing or frustrating to the patron. A good rule of thumb is to send one or two sentences at a time.
- If you are going to be checking printed sources or taking a bit of time with the question, either provide patron w/ resource to look at, or offer them the option of follow-up via email.
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4.1.5 Approachability
- Communicate in a receptive, cordial, and encouraging manner. Demonstrate a high level of interest in the patron's question. This generates a higher level of satisfaction among users.
- Type like you talk, in a conversational manner. Clarify confusing terminology and avoid excessive jargon. Use terminology that is understandable to the patron.
- Use spelling, grammar and capitalization appropriately. Never type in capital letters - this has the effect of shouting at the patron.
- Use the client's name and ask them questions when appropriate.
- Show professional courtesy and respect when answering questions. Maintain objectivity and do not interject value judgments about subject matter or the nature of the question into the transaction.
- Avoid yes/no responses. Yes/no's can be interpreted as cold and unfriendly, just as in face-to-face reference.
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4.2 Reference Interview
The reference interview is crucial to the success of the session. The librarian must be effective in identifying the patron's information needs and must do so in a manner that keeps patrons at ease. Strong listening and questioning skills are necessary for a positive interaction.
4.2.1. Clarifying the Patron's Request
- Ask "open ended" questions.
When patrons ask general questions, you need to find out specifically what it is that they are looking for. The most efficient and effective way to do that is to begin by asking open ended questions. Those are questions that can't be answered by a "yes" or a "no". The basic point to remember is that you want patrons to tell you in their own words what it is they want. You want to avoid putting words in their mouths.
Examples:
What kind of information on ___ are you looking for?
Would you tell me more about ___?
Is there something specific about ___ that you would like to know?
What would you like to know about __?
Can you give me an example?
- Don't assume at the beginning that you already know what they're talking about or what the answer is.
- Ask at least one question to establish with the patron that this is a two-way communication. This will also ensure that the question is understood. Use the Reference Interview scripted messages under the Scripts icon for guidance.
- Clarify any confusing terminology and avoid excessive jargon.
- Verify the search request BEFORE doing any searching. Re-phrase the question and ask the patron to confirm that that is what they are looking for.
- Find out where they've already searched.
Especially in the virtual environment, it's best not to waste time redoing an easy search if they've already done so. But don't assume that a standard source is eliminated just because a patron has consulted it--the librarian's professional experience may be needed to find the information in that source. Also, finding out where they've searched (if at all) gives the librarian an understanding of the level of the question.
- Find out as much as you can about why the patron needs this information. For example, is it for general interest or for a school report? The patron's response will influence the type of resources you will provide.
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4.3 Reference Practices
As professional librarians, we provide quality information that meets certain criteria. Since the patron is contacting us remotely, try to send as many of these materials during the session as possible, using web page push.
4.3.1 Sources to use
1. Use Web or other online resources whenever possible
24/7 Reference is designed for online resources. Online databases and Web sites are always the primary resource used for 24/7 Reference. It may be necessary to enter data or to copy and paste excerpts of information into the chat box to answer a question but data entry should be kept to a minimum and used only when absolutely necessary.
Web search engines such as Google and Yahoo! are excellent when tracking down specific information. Be sure and keep up on the most effective ways to use these search engines. When searching for general information about a topic, however, information from library resources (including the Librarians' Index to the Internet – http://www.lii.org - or proprietary databases), may be more targeted and contain better quality of resources.
If the patron is a student and comes in through an academic queue, always start by showing the student the resources available through their library, for instance the links to the library's proprietary databases, and guides prepared by the library on doing research by subject area. This information can be located on the library's policy page.
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2. Proprietary Databases
Use the databases at the patron's library to answer a question. Refer to the library's policy page for access to the library's databases.
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3. Print Sources
If there is no online resource to answer the question but the answer can be found in a print source, then either:
- Refer the patron to a book located in the patron's library, if you know the answer can be found in this print source, or
- Treat the request as a Follow Up (see Section 5).
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4.3.2 Quality of Resources
- Be sure the web sites you send match the 5 criteria for:
- Accuracy
- Authority
- Objectivity
- Currency
- Coverage
- Always cite the source of the information pushed to the patron if the source is not readily apparent on the online database or Web page. If you have specialized knowledge about the topic and answer the question based on your expertise, then specifically cite yourself as the source.
- If you are unable to locate an authoritative answer to a question in a timely fashion, then handle the question as a Follow Up (see Section 5).
- Authoritative medical, legal, and consumer report information pages may be pushed to patrons but librarians must make it clear that the Library does not verify the accuracy of the information. The caveat about the accuracy of Web sites applies to all Web sites the librarian suggests.
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4.3.3 Search Strategies and Information Literacy
- Construct a competent and complete search strategy. Select search terms that are most related to the request. Verify spelling and other possible factual errors. Identify sources appropriate to the patron's need.
- When searching for something, explain what sources you're consulting and what terms you're using for a database query. An effective reference interaction should include the patron!
- When offering information that may answer the question, request feedback from the patron (i.e. Is this information helpful to you?). Work with the patron to narrow or broaden the search when too little or too much is found.
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4.4 Ending the session
- Ask the patron if their questions have been completely answered, or if they need help with anything else.
- If the patron indicates more information is needed, refer the question appropriately (back to local library or to subject expert, according to Follow Up guidelines).
- Suggest the patron visit or call the library when appropriate.
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4.4.1 End of Shift
If you are still helping a patron and it is the end of your shift:
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If at all possible, stay online with the patron long enough to finish the session.
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Offer follow up to the patron. Suggested message: "This is taking longer than I expected, may I send this on for additional research and someone will get back to you via email?"
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Ask any of your colleagues who are arriving for the next shift if they can accept a transfer. Be sure and send an IM to the new librarian first, before transferring. If no Cooperative librarians are online, transfer to the After Hours Queue (see section 5.3, "Transferring Sessions"). Be sure and tell the patron you are transferring the session to another librarian.
The options listed above should allow you to exit the session gracefully. If none of the above work, and you will have to leave soon due to your shift ending, send a message such as:
"Also, just to let you know I will have to end the session in a few minutes but don't worry -- we have some options! I can try to transfer you to another online librarian now ... I can have someone get back to you via email ... Or if you think you have enough for now but might need assistance later you can log back in when you need more help. Which would you like to do?"
Always inform the patron prior to transferring to another librarian or ending the session.
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4.4.2 Patron becomes non-responsive
When a patron does not respond to chat messages, the patron could be experiencing technical difficulties, browsing in another window, or away from the computer.
To ensure that the patron has sufficient time to return to the session, follow these procedures before ending the call:
- Ask a direct question about the patron's status and inform the patron about the intent to end the call.
For example, a script like the following can be used when the patron has provided an email address: "Are you still there? I haven't received a response from you, so I'm thinking you're no longer with me. Unless you respond soon, I will be ending this call and another librarian can continue helping you via email."
1. The "Patron is no longer connected" message is displayed four minutes after:
a) the patron is accidentally disconnected due to tech problem
b) the patron navigates away from the window
c) the patron clicks the browser X button and closes the window
2. The "Patron ended chat session" note is immediately displayed after the patron ends the call correctly by clicking the "End Call" button.
- If the patron left an email address, the Follow Up By Patron Library resolution code should be used so the local librarians can continue helping the patron.
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4.5 Types of Patrons
4.5.1 Rude patrons
On occasion patrons are mischievous and intentionally provocative. However, in some cases, a patron who seems rude or offensive to the librarian does not intend to offend. People express themselves in different ways, and what is offensive to some may be a common mode of communication to others. A patron who seems incoherent isn't necessarily being rude; children, ESL patrons, and patrons with communication challenges might chat with a different sentence structure. In other cases, a patron may be frustrated about having to wait for an answer, or his previous session did not go well. Similarly, a patron who logs in multiple times is not necessarily rude: he may not have gotten the answer he was seeking the first time.
In all of these cases, it is important to provide professional level reference assistance to those who seek it. If the patron is asking a reference question, then the librarian should assist the patron in a professional manner. Use the reference interview to help clarify the intent of the question. Try to engage the patron with positively phrased statements, such as: "I can help you find information online; what kind of information do you need?"
However, librarians do not have to communicate with patrons whose language or behavior is offensive, abusive, or insulting, including communication of a sexual or too personal nature. If this occurs, first warn the patron that this behavior is not acceptable.Remind them that this is a library reference service, and that if their behavior continues then you will have to disconnect. This should be phrased positively rather than negatively, such as: "I would appreciate it if you didn't use that kind of language if we are going to continue - rather than "we don't tolerate that kind of language". Use your professional judgment to determine when patrons are simply being rude, or when their behavior is unacceptable.
If the offensive behavior persists, then send the patron a message stating, in essence, "This is a library reference service. When you have a reference question, we will be glad to help you. Goodbye." Then disconnect.
Following are examples of varying levels of rude and offensive patron behavior, with suggested librarian responses:
Mildly rude behavior : diffuse
Patron: Hurry up!
Librarian: It is going to take me a little longer. If you don't have time to wait, I can take your e-mail address and someone will get back to you later.
Patron: What's your name?
Librarian: My name is Jane. You were saying you had looked in Google - what search words did you use?
Rude behavior : set boundaries
Patron: Hurry the f**k up!
Librarian: Please don't use that language. It is going to take me a little longer. If you don't have time to wait, I can take your e-mail address and someone will get back to you later.
Patron: I want to kiss you.
Librarian: Patron, we are a library service. Let's try to focus on finding those
articles on the health benefits of frog legs.
Repeated rude behavior : disconnect
Patron: Hurry the f**k up!
Librarian: Please don't use that language. It is going to take me a little longer. If you don't have time to wait, I can take your e-mail address and someone will get back to you later.
Patron: f**k you!
Librarian: I am disconnecting. Please come back when you are willing to be polite.
Patron: I want to kiss you.
Librarian: Patron, we are a library service. Let's try to focus on finding those articles on the health benefits of frog legs.
Patron: let's focus on your lips, baby!
Librarian: I am disconnecting. Please come back when you are willing to be polite.
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4.5.2. Homework Help
It is appropriate to guide students to resources that will help them with their homework, without actually doing the homework for the students (the same principles that apply in traditional reference). Many libraries have scripted messages specifically for homework help, which contain information on the homework services available at their library. Check the library’s policy page under “Tutoring/Homework Assistance” to see what homework help services (such as Tutor.com) the library offers. The library’s scripted messages may also provide referral information. The “Research Guides” and “Assignments” fields in the policy pages may also contain links to resources that can help address homework or class assignment questions.
If the student becomes rude or only asks nonsensical questions, follow the procedures for Rude Patrons, supra.
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4.5.2.1 Class Visits
On occasion, groups of students from the same class may individually enter a chat queue. This may or may not be at the behest of the instructor. If you suspect that multiple students from the same class are seeking help simultaneously, follow these steps:
- Pick up the students as promptly as possible. In many cases, when students are not picked up quickly they may log in multiple times, causing more traffic in the system.
- If you suspect your patron is part of a class visit, you can verify this by asking good reference interview questions, such as “is this for a class assignment?”
- Check the scripted messages for the library, to see if the patron library has a “class visit” script that you can send.
- If the library does not have a "class visit" script, send this message: “It looks like a lot of people from your class have logged in at the same time. I'm helping others at the moment. You may wait and I will be with you as soon as possible or you can log in again later. We are available 24/7/365.’
- Be sure to offer follow up via email as an option for the student. If the student agrees to this, be sure and verify student’s email address, and code the session as Follow Up by Patron Library.
4.5.3 Suicidal patrons and crisis calls
On occasion, you may pick up a patron who threatens suicide or indicates a threat, such as: “I am going to kill myself”; “My boyfriend punches me”; “There is a bomb in the locker”, etc. While these may be prank calls, it is important to treat such statements seriously until proven otherwise. Follow these steps whenever you think a patron may be in crisis:
- Start a reference conversation. This should go a long way to establishing exactly what the patron needs. One or two clarifying questions will determine if the call is personal in nature or not. Sometimes what appears to be a crisis call is actually for a school assignment – a good reference interview will establish whether this is the case.
- If the call is personal, ask open ended questions like “How would you like me to help you?” This should give you some idea of the patron's expectations and allow you to start sending information that may be helpful. For instance, if they say they just want to talk, you can respond with hotlines that specialize in this area (see below for suggestions). Ask professional questions, as opposed to personal ones
- Librarians are not counselors and we aren't trained to handle mental health questions, but we also don't want to disengage completely if someone is in trouble. As in all situations, the librarian should be friendly, supportive, and approachable. Good supportive statements to use include: ” I might have resources to help you”; “It makes me sad to hear that”; “I want to help you”; “Let's work together to figure something out”; “I'll do my best to get the information you need.”; “That must be so hard. How can I help?”; “I'm glad you connected with me today.”
- Don't give advice, just resources. Always refer a patron in crisis to an appropriate hotline, staffed by mental health professionals or trained crisis volunteers. The librarian should not provide counseling. Examples of good referrals are IMAlive (https://www.imalive.org ), an online crisis network that uses instant messaging to respond to people in crisis; 1-800-SUICIDE (784-2433), which is dedicated to suicide prevention, intervention and healing; and National Domestic Violence/Child Abuse/Sexual Abuse: 1-800-799-SAFE, a hotline operating 24 hours/day, 7 days a week.
You have no obligation to phone 911 or any local authorities. Always code crisis calls as Follow Up by Patron Library, so the local librarian can follow up as needed.
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4.5.4 Persistent repeat patrons
Return patrons are to be encouraged, since “repeat business” is one indication of customer satisfaction. However some patrons repeatedly return to the service, asking the same or similar questions, despite receiving answers from librarians in previous sessions. These patrons are not rude, but their persistence uses staff time that can better be spent on helping other patrons, as well as becoming a frustration to chatting librarians.
The best way to handle a non-rude serial patron (“NRS”) is to follow the same procedures as with any patron, up to a point. Try to determine precisely what the patron is seeking, via the reference conversation. If the patron becomes rude, follow the Rude Patron policy (section 4.5.1). If the patron asks nonsense questions, state "This is a library reference service. Do you have a reference question?" If the nonsense questions continue, tell the patron you are not able to help, then disconnect. If the patron asks for advice outside the scope of our service (medical advice, legal advice, relationship issues, crisis calls, etc) then provide an appropriate referral. See section 4.5.3 for more guidance on crisis calls. If the patron persists in being rude, nonsensical, or asking for advice even after you have provided a referral, then state that you have provided what information you can, then disconnect. Add a Librarian Note indicating that this was a NRS patron (to alert the patron library).
4.6 Patron privacy
QuestionPoint patrons are provided with an OCLC Privacy Statement that states, "Any personal information collected is disclosed only to the extent necessary to fulfill your request for information" (See http://www.questionpoint.org/ordering/pdfs/patronterms.pdf). In addition, Cooperative librarians should adhere to standards of professional conduct regarding patron privacy ( See ALA Ethics,http://www.ala.org/ala/oif/statementspols/codeofethics/codeethics.htm )
Patrons' personally identifiable information should be kept confidential at all times, except:
- When required by law and library policies* [*This refers to policies of the patron library and the laws in that library's state.]
- As necessary to answer a question
- As necessary to evaluate the service
Personally identifiable information is anything that could identify a patron in whole or in part, including her name, e-mail address, IP address, physical location, library barcode and other information that may be recorded when the patron signs in or during the chat or e-mail conversation.
NOTE: Librarians may ask patrons for patron's library card/barcode number and PIN/password during a chat session if this will assist in providing good service to the patron.
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5. Follow Up/Referral
The librarian is responsible for determining if the patron is satisfied with the results of the search, and is also responsible for referring the patron to other sources, even when those sources are not available in the local library. Questions which are not readily answered with quality resources during the online session should be coded for Follow Up.
5.1 Ask Patron for Deadline
Inform the patron that a librarian will respond via email. Ask the patron how soon the information is needed. Be sure and confirm the patron's email address (so the local librarian can continue helping the patron).
5.2 Follow-Up
Questions that cannot be fully answered during the live online session should be answered by a librarian at the patron's library. This includes questions regarding material specific to that library or library jurisdiction - such as local history - or questions concerning a patron's circulation record.
All sessions generated from a library’s patrons appear in that library’s Question List. Librarians from each library are responsible for following up on their patrons’ requests. A librarian at the patron’s library (not the chatting librarian) determines whether to answer the question locally or refer it to a subject expert available to that library or library group.
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5.3 Transferring Sessions
In limited circumstances, a librarian can transfer a chat session to another online librarian. To transfer, follow these steps:
1) Click on the Librarians tab in the Chat Monitor to look for the patron’s local librarian who is not already occupied with a session (i.e. if it is a CA patron, look for a CA librarian).
2) If there is no local librarian, then look for another librarian who:
a) Is not busy (has 0 active sessions) AND
b) is monitoring for the Coop (more than 6 queues) AND
c) is monitoring the same type of library (only send public patrons to public Coop members, and only send academic patrons to academic Coop members).
Tip: In deciding whether to transfer a session to a particular librarian, check to see how long that librarian has been monitoring. If it is the end of your shift, it is probably the end of others' shifts also. If a librarian has only been monitoring a few minutes, that is a good indication that this librarian's shift has just started, and thus is a better candidate for a transfer.
ALL of those criteria must be fulfilled before transferring to another Cooperative member.
3) Before initiating a transfer to another librarian, check the Librarians tab in the chat monitor to select librarian meeting the criteria above. Once you have chosen a librarian, click on the Transfer button in the Chat Monitor. The list of online librarians will appear. Click on the librarian that meets the criteria above. You will be able to send a message to the "target" librarian. Ask the librarian if is ok to transfer the patron.
-- If the librarian agrees, click Transfer in the chat monitor once again to initiate the transfer process.
-- If the librarian does not agree or fails to respond:
- try another Cooperative librarian; or
- transfer the patron to the After Hours queue; or
- tell the patron that a librarian will respond via email, and code the session for Follow Up By Patron Library.
4) To transfer to the After Hours queue, do the following:
- Select After Hours, then transfer
Please do not transfer to the After Hours queue unless you have already tried to transfer to the patron’s local librarian or to a Cooperative librarian.
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6. Quality and Evaluation
6.1 Review of Session Transcripts and Patron Survey Responses
In order to maintain the highest standards, each participating library is tasked with reviewing both the session transcripts and the survey responses from their library's patrons on a regular basis, at least once a week if not more frequently. Each library should designate at least one 24/7 supervisor for this purpose.
If a transcript demonstrates that these Policies have not been followed, or if there is any other issue with the transcript, then the library supervisor should follow either of these two steps to forward the transcript to the Quality Team.
- From the Ask Reports, click on the button "Send To Quality Control" when viewing the transcript, OR
- From your QuestionList, open the full view of the session. Using the "Refer To" box at the top of the transcript, select Subject Matter Expert from the pulldown list, then click the arrow key to the right. A list of Subject Matter Experts will appear, select Quality. You will then see a text box to enter your reasons for referral. When you are done, click on the Refer button at the bottom left. This will send the session to the Quality Team.
The quality control staff will then address the issue with the supervisor of the online librarian in question. Please include a brief note about why it is being forwarded, along with your name and email address.
6.2 Feedback from Patrons: Complaints
Either forward or refer all patron complaints to Quality, as specified above. Please include a brief note and your name and email address when forwarding.
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7. Administration
7.1 24/7 Cooperative Liaison
Each library or library group that participates in the Cooperative should identify at least one supervisor to act as a liaison between the library and the Cooperative. The supervisor will be the contact for scheduling, quality control, and other issues germane to the Cooperative.
7.2 Staffing the Service
To the extent possible, each Member will staff the Service with library staff who are adept at using the software and providing excellent reference service.
Librarians staffing the Service should ensure that their computer and browser settings meet the standards specified in the Operating System and Browser setup guide for chat, available at: http://www.questionpoint.org/support/documentation/gettingstarted/chatsetup.pdf
Supervisors should assure that staff is well-trained, that proper reference procedures are followed (as set out in this Policy document and the Best Practices document), and that the Cooperative staffing schedule is maintained. When librarians are staffing their Cooperative Coverage hours, picking up chat sessions is the first priority. Librarians should not concurrently staff a physical desk or telephone reference during Cooperative Coverage.
If Cooperative Coverage hours must be missed by any library, the library should first find a substitute within its group. If no substitute can be found, the library should make up the hours according to the 24/7 Additional Coverage Needed schedule:http://questionpoint.pbwiki.com/247+Additional+Coverage+Needed
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7.3 Resources available to the Cooperative
Each Member shall be responsible for assuring that the Cooperative has adequate information available about the library to facilitate providing reference service for the library's community. This includes maintaining an up-to-date policy page and developing scripted messages that will assist Cooperative librarians in answering questions from the Member's clientele.
7.4 Librarian Screen Names
The librarian's screen name identifies the librarian, thus communicating to the patron who they are talking to. The screen name should contain a personal name (it does not have to be the librarian's actual name) so that the patron will know he is talking to an actual individual (a person and not an automated system). The screen name should also contain a fairly understandable affiliation so that the patron will be aware that the librarian is not their local librarian. Abbreviations in general should be avoided since they may be unintelligible to the patron and cause confusion.
Academic library screen names should contain an indication that the librarian is from an academic institution (see examples below). Alternatively, an academic affiliation of the librarian can be provided in the greeting.
Examples:
| Public Library screen names | Academic Library screen names |
|---|
| Andover MA Librarian Jane |
Acme College librarian Stephen |
| Andover PL, Jane |
Acme College, Stephen |
| |
Stephen at Acme College |
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For further detail, please consult 247-Best-Practices
Ready Reference Resources Style Guide.doc
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