Library Educational Services

We use LibChat for Chat Reference. To access:

1. https://iu.libapps.com (Login using your regular LibApps (LibGuides, LibInsight, LibCal) login.)
   1. Your Username = your IU or IUPUI.edu email - whichever you normally use.
   2. Password = what you've chosen. If you can't remember it, click "Reset Password?"
2. Choose “LibAnswers." (Top yellow header bar - far left.) OR in the main body options "University Library FAQ"
3. In the top yellow header bar, choose “LibChat” then “Connect" OR Icon at top right of page: LibChat: You are offline: [click] Sign In

If you need to find a substitute for your chat shift, email the reference chat listserv: IN-ULIB-Ref Chat.

Chat Reference Best Practices

Reference Interview in Chat

• Interest
  • Maintain word contact with patron.
  • Answer immediately with hi/hello.
  • Provide prompts (e.g., OK) to let the person know you are still present.
• Listening/Inquiry
  • May need to rephrase the question or request and ask for confirmation to ensure that it is understood.
• Searching
  • Pedagogical – Guide patrons through the process. Explain how they can get there. Don’t just provide a URL.
  • Send Stable URLs (e.g., databases).
  • TIP: Use Library DIY and FAQs for frequently asked questions.
• Follow-up
  • If question is more detailed and you have just provided a starting place. Give contact information for appropriate subject librarian for follow-up.

Language & Interaction

• tone – casual (approachable but professional)
• avoid text speak (e.g., u for you)
• smiley emoji is fine, but avoid more casual emojis (e.g., kissy face)
• natural language
• break long responses into chunks so user doesn’t wonder if you’re still there

Logistics

• Click "Set Away" if you need to step away for a minute.
• Logout when your shift is done. Trust your colleagues!

LibAnswers (LibChat) allows patrons to submit tickets when chat is offline.

If there are any open tickets when you login to chat, either answer them, or, if it is a complex question required subject expertise, transfer the question to someone else.

It is easy to see if there are open tickets. When you login to LibAnswers, the landing page will have a list of tickets. If they have a name next to them, they've been claimed. If they don't have a name, they are open and you should answer it.

[Here is a sample screen shot of the landing page with a ticket, which has been claimed by Gary.]

If the ticket didn't have an Owner, then click the question to answer it.

There is an open field to answer the question.

Once you have answered it, scroll down and Click "Submit as Closed."

If you can't answer the question, then you can transfer it to someone else. To transfer, simply click the "Assign/Transfer" tab and choose who to transfer it to. The person it is transferred to will have it appear in their LibAnswers dashboard.

After a chat, add the information to Reference Analytics. There are two ways to do this:

OPTION 1:

1. Click on the chart button at the top of the chat pane.
2. In the Add to Reference Analytics window, use the Add to Analytics dropdown to select the dataset to which the chat should be added. Choose Chat, not the RLML option.
3. The transcript of the chat will automatically be added to the Answer text box for this transaction.
4. If the dataset contains custom metadata fields, you can use the dropdown menus for each to select a value. [See below for information on different fields.]
5. Click the Save button.

OPTION 2 also triggers a patron satisfaction survey:

1. Click End Chat.
2. Click Add to Reference Analytics, use the Add to Analytics dropdown to select the dataset to which the chat should be added. Choose Chat, not the RLML option.
3. The transcript of the chat will automatically be added to the Answer text box for this transaction.
4. If the dataset contains custom metadata fields, you can use the dropdown menus for each to select a value. [See below for information on different fields.]
5. Click the Save button.

Reference Analytics Fields

Once you've clicked the chart button or Add to Reference Analytics, a pop-up will appear.

Fill out the drop-down fields IF KNOWN: Question Type; Patron Type; Referral; Subject; READ scale.

The two fields you'll know consistently are Question Type and READ Scale. Below the screenshot is how UL defines these. (These are the same definitions as for LibInsight.)

Question Type

• Circulation – Policies or practices related to access to and use of library materials; e.g., Can I check out these books?
• Computer/Technology – Questions about logging in, WiFi, wireless, and printing; e.g., How do I log in to a search center computer?
• Direction/Information – Questions which rarely require more than geographical knowledge of key locations.  These questions do not require a library resource to answer; e.g., Where are the restrooms? 
• Event Services – Questions about reserving event rooms and/or hosting events within UL or the surrounding lawn space.
• ILL/Document Delivery – Questions about ILL and/or Document Delivery that you answer or are referred to ILL.
• Reference – Consultations in which library staff recommend, interpret, evaluate, and/or use information resources to help others to meet particular information needs. Reference transactions do not include exchanges that provide assistance with locations, schedules, equipment, supplies, or policy statements; e.g., What is the population of Indiana?; Do you have this book?; I am looking for primary resources on Martin Luther King Jr., can you help me?; I am writing a paper on international debt and I want to discuss multinational firms and their debt problems and how that impacts overall debt.
• Special Collections/Archives – Questions that originate in or are referred to, Special Collections and Archives.
• Security – Issues related to safety and security or if you call campus safety.

READ Scale (IUPUI Modified)

1 - Answers that require the least amount of effort and no specialized knowledge skills or expertise. Typically answers can be given with no consultation of library resources. Examples: directional inquiries, library or service hours, service point locations, rudimentary machine assistance (locating or using copiers, how to print a document or supplying paper).

2 - Answers that require more effort than the first category but require only minimal specific knowledge skills or expertise. Answers may need nominal resource consultation. Examples: call number inquiries, item location, minor machine and computer equipment assistance, general library or policy information (how to e-mail records, launching programs or rebooting).

3 - Answers in this category require some effort and time. Consultation of ready reference resource materials is needed: minimal instruction of the user may be required. Reference knowledge and skills come into play. Examples: answers that require specific resources (encyclopedias or databases), basic instruction on searching the catalog, direction to relevant subject databases, introduction to web searching for a certain item, how to scan and save images, more complex technical problems (assistance with remote use).

4 - In this category, answers or research requests require the consultation of multiple resources. Subject specialists may need to be consulted and more thorough instruction and assistance occurs. Reference knowledge and skills are needed. Efforts can be more supportive in nature for the user or, if searching for a finite answer, difficult to find. Exchanges can be more instruction-based as staff teach users more in-depth research skills. Examples: instructing users how to use complex search techniques for the catalog, databases, and the web; how to cross-reference resources and track-related supporting materials; services outside of reference become utilized (CST,  ILL, Tech services, etc.), collegial consultation; assisting users in focusing or broadening searches (helping to redefine or clarify a topic).

5 - The most effort and time expended. Inquiries or requests for information can't be answered on the spot. At this level, subject specialists should be consulted. Consultation appointments with individuals might be scheduled. Efforts are cooperative in nature, between the user and librarian and/or working with colleagues. Multiple resources used. Research, reference knowledge and skills needed. Dialogue between the user and librarian may take on a "back and forth question" dimension. This category covers "special library" type research services. Primary (original documents) and secondary resource materials may be used. Examples: creating bibliographies and bibliographic education, interdisciplinary consultations/research; question evolution; expanding searches/resources beyond those locally available; graduate/faculty research; difficult outreach problems (access issues that need to be investigated).

If you click Close Chat when you know a chat is finished, it triggers a satisfaction survey for the user. (See screenshot.)

To see how many chat reference questions you have answered:

1. Login to LibAnswers
2. [top orange header bar] Click LibChat
3. From the dropdown click Statistics
4. In the grey section where you can set limits: Owner = you ; asked from = date range you want statistics
5. Click Filter
6. Your statistics by month, day, hour will be displayed below