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Reference & Instruction Guide: Chat
Policies, procedures, best practices and training guide, for reference and instruction services.
I read the patron profile information and recorded the patron's name, institution, and e-mail in case we get disconnected.
I introduced myself to the patron using a scripted greeting similar to "Hi. This is Kelli, a librarian from Lansing Community College in Michigan. I am reading your question and will be with you very soon."
I restated the patron's topic and confirmed with which college they are affiliated.
I asked about the assignment and course and what types of resources they could use.
I asked what sources the patron had checked already and how much time they had.
The attached image is a copy of the survey assessment users are sent at the conclusion of their chat session.
The library monitors LibAnswers Chat & Email service Monday through Thursday when classes are in session.
The librarian coordinating the virtual reference service notifies the collaborative each semester when LCC librarians are available to monitor virtual reference.
The Library Director assigns librarians to virtual reference / chat shifts as part of their reference service assignments. Librarians assigned to a Reference Chat shift are also responsible for monitoring the e-mail reference service and responding to Shared Follow-Up requests from collaborative librarians for the same day.
To seek permission to provide your assigned chat / virtual reference service from off-campus:
Contact the Library Director. If she / he is not available, contact Reference Lead Librarian or Instruction Librarian as a backup to the Director.
Once approval is given, send an email to the staff list (SS-LIBRARYSTAFF@lcc.edu) indicating "Chat provided today from off-campus with permission of (fill in authorized name)."
Be sure to follow the RI Guide Schedule procedures when communicating absences / lateness.
Virtual reference on Friday, Saturday, or Sunday, is not assigned. The librarians working on the Reference Desk these days should log on to LibAnswers to answer Email inquiries and / or Chat follow-up questions.
Email inquiries and / or Chat follow-up questions are the responsibility of the Librarian assigned to a chat shift on Mondays through Thursdays until 4 p.m.
During evening shifts, the LCC queue of chat, as well as Email inquiries and / or Chat follow-up questions will be monitored by the Reference Librarian staffing the Research Help Desk.
The Library provides virtual reference service by participating in the Michigan Virtual Reference Collaborative Research Help Now (RHN) service. RHN LibAnswer reference service software from SpringShare. The software allows librarians and students to type messages and share webpages in real time, as well as providing the option of email services.
Virtual Reference Librarians have access to information about participating libraries in order to inform students about the resources, including research databases at their institutions. LCC students who use this service may be helped by a librarian from another Michigan academic institution or from another librarian hired by the chat software service.
Virtual Reference Librarians instruct students rather than provide them answers. When deemed appropriate, Virtual Reference Librarians will first take students to the databases at their own institution.
Students can access the library's Ask a Librarian chat service or RHN by following these steps: