How to Review Chat Sessions

How to Review Chat Sessions

This guide concludes that the Liaisons (or designated staff) who review chat sessions:

  • know how to retrieve the chat session transcripts.
  • know the importance of Resolution Codes.
  • will review chats from providers who help out their customers, and their own library's providers.
  1. Review according to the urgency of the chat sessions.  The urgency is dictated by the Resolution Code.
    1. What are urgent chat sessions?​
      1. Chats with follow-up, resolution codes.
      2. Chats with surveys.
      3. Chats that have been brought to your attention from providers, liaisons, the Statewide Coordinator and Support for Operations, and the QuestionPoint 24/7 Cooperative.
    2. What are chats that are not as urgent?  Chats with answered or lost call Resolution Codes.
  2. Which chats are most important?  Your customers' chats:  they are members of your community and expect the best chat reference service from librarians from in and out of Maryland.  Please use your discretion in reply back to customers for survey comments that commend staff, give suggestions about improving AskUsNow!, or address concerns.
  3. How often should we review chat sessions?
    1. "Every work day" is best.
    2. If not every work day, then 3 days/week at the minimum.  We want to take into account that the follow-up expectation at AskUsNow! is 72 hours.  
  4. What are the best ways to review the chats?
    1. Review the chats according to the six "Anatomy of a Chat Session" behaviors of pp. 1-3 at http://askusnow.info/staff/sites/default/files/Behaviors_Binder_FY19.pdf.
      1. Approachability
      2. Interest
      3. Listening & Inquiring:  Getting the Facts
      4. Finding and Giving Info
      5. Follow-Up
      6. Closing
    2. Please consider separating out what is commendable and what needs improvement with comments.  Separating out those chats will lead to being better prepared to review the chats with your providers, and the libraries that helped out your customers.  Please use the following labels for these chats:
      1. Compliment
      2. FYI
      3. Complaint
    3. Use a spreadsheet to keep track of the chats you review in depth for commendations and improvement.  Here is an example spreadsheet: 
 

QP ID 

Provider Customer? Contacted Positives Negatives Comments
1 11111111 Pratt/SLRC CCBC Liaison

Interest 

Finding and Giving Info

Follow-Up

Thoroughly engaged the customer to share info about his assignment.

Gave a search strategy in ProQuest

Provider logged off of chat before confirming that the customer got what they needed.

     5.  Finally, please be prepared to praise the service to your library and stakeholders.

  • Share chats (or at least chat questions) and surveys that come into the service at important meetings.
  • Recognize your providers, and recognize the libraries that stand out in providing reference services to your customers.
  • Get QuestionPoint reports about the chats from your customers, or ones accepted by your providers.  We suggest doing monthly or quarterly reports that will help you prepare an annual AUN summary.  Those numbers (to go along with the recognition and chat experiences that your library has experience) will complement what is presented about the service statewide.