General Chat Reference Techniques
- Chat immediately and often
- Take your cue from the learner
- Personalize your messages
- Conduct a reference interview
- Convey encouragement and interest
- Don't chat into thin air
- Give feedback via chat
- Share your search process
- Incorporate instruction
- Maintain communication
- Chat through technical difficulties
- Check-in at the end of the chat to make sure they have all they need
Chat Tips
- Define library jargon and acronyms
- Some spelling mistakes are okay
- Type in short sentences
- Use scripted messages wisely
- Use emojis appropriately
- Use ellipses (...) sparingly if at all, as some students may interpret them as passive aggressive
- Instead, type in short sentences
Sharing Links
- Use permalinks when available
- Confirm with the learner that the link has come through