Blogs

Overcoming Uncertainty: "Can I answer THIS?"

Our ultimate goal is to pick up our patrons as quickly as possible while providing excellent assistance.  A genuinely welcoming greeting, given in a matter of just a few seconds, sets the tone for what can be a small but significant adventure together into the world of information. Through our need to find excellent information and solutions, we creatively tax our brains and benefit from these active, intellectual pursuits.

Answering the Tough Questions

As any virtual librarian will attest: not all questions can be answered online! As much as we wish it were the case, not everything can be found quickly and easily. 

So, what can we do?  We always want to consider options for immediately helping our customers, and we have some powerful tools right at our fingertips!

Freshening up Your Scripts

Initially, your personal scripts may have been set up by you as a new provider. If you find you haven't done much work on them after that, you're not alone! It may be time to revisit your scripts and see if they need a little spring cleaning.  You may want to update the language or re-organize them.

The Chat Monitoring Tool

The online environment can be strangely isolating, yet amazingly active.  While settling in for your chat session, it's interesting and informative to gain a sense of who else is online and what types of questions are being asked at the time.  We can do this through the Chat Monitoring Tool.

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