Training: Chat Reference Tips

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