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FLITE Library Virtual Reference Best Practices

Introduction / Initial questions

  • I connected with the patron promptly.
  • I read the patron's user name.
  • I restated the patron's question.
  • I asked if this is an assignment, what course it was for, and what resources they can use.

Raport Skills

  • I established and maintained a positive, friendly tone.
  • I tried to match my tone and pace with the patron's.
  • I avoided using too much library jargon and explained unfamiliar terms.
  • I took a teaching approach rather than simply answering their questions.
  • I suggested improved search strategies when necessary.
  • I provided more than one type of resource, if appropriate.
  • I showed empathy and empowered the patron.

Virtual Skills

  • I used complete sentences, standard English, correct grammar, and punctuation.
  • I used shorter sentences when possible and broke longer messages into short segments.
  • I kept the tone friendly, and used vernacular language when appropriate.
  • I used the patron's name often.
  • I asked the patron plenty of questions throughout the session to get feedback.
  • I responded often so the patron knew I was there.
  • I made appropriate use of FAQ 's for consistency.
  • I used other communication methods (e-mail, phone, etc.), when chat was not the appropriate mode to engage with the patron.

Wrap Up Skills

  • I asked the patron if they were happy with the results of the session.
  • I encouraged the patron to come back for more help, if necessary.
  • I encouraged the patron to close when they were ready by clicking on exit.
  • I encouraged the patron to complete the chat rating.
  • Whenever possible, I let the patron disconnect first.
  • If the patron provided an e-mail address because they needed additonal assistance I was sure to follow Up.