Georgia State University Library Virtual Reference Standards
(Viewers, please feel free to borrow from this document.)
These standards set a basic level of expectation for virtual reference service at GSU Library. They apply to our chat and text message reference services. There may be occasions that require exception; please use your professional judgment.
Greeting:
Formality:
Closing :
These standards set a basic level of expectation for virtual reference service at GSU Library. They apply to our chat and text message reference services. There may be occasions that require exception; please use your professional judgment.
Greeting:
- For chat questions:
- Always use a greeting. You may use your own style.
- Samples: "Hello," "Hi!" "Greetings!" etc.
- Greet all chat patrons as quickly as possible,
preferably within 30 seconds. Even if you cannot answer the question
immediately, provide greeting and acknowledgement of the patron
immediately.
- Sample: "Hello, I’ll be with you in just a moment."
- Sample: "Hi, I’m helping a couple of other people right now. You’re welcome to wait a few moments, or if you want to leave your email address I can get back with you shortly."
- For backup staffers: if you notice the primary staffer has many simultaneous questions or has not answered a question within 30 seconds, please assist.
- Always use a greeting. You may use your own style.
- For Text (SMS) Questions
- Please include a greeting if space permits.
- Greet all SMS patrons within 5 minutes of initial question receipt. More time is allotted, since it is preferable that your entire answer be contained in one 160 character response.
- For backup staffers: please leave all text messages for the primary staffer.
- Reference interviews are as vital in the online world as at
the physical desk, though they may require changes as a result of the
medium. Be sure you clarify/understand the patron's question, then
exhibit that understanding (except in cases where the question is very
direct or text message-based). You may choose to rephrase chat
questions, if you like.
- Sample: "So, you’re looking for research on Attila the Hun. Would you like help finding books, articles, or both?"
- In general, staffers are expected to provide instruction to patrons on how to retrieve information themselves, rather than just providing the information itself.
Formality:
- Use your own voice, but echo the tone of the patron. Most chats/texts are informal, but unless the patron is very informal, maintain a "business casual" tone.
- "Chatspeak" abbreviations (lol, ru there, brb, etc.) should generally be avoided.
- Emoticons are welcome. Use your judgment.
- Do your best to maintain proper grammar and punctuation. Avoid excessive typos, but do not fret when they happen.
Closing :
- There are two ways you can end a chat session, unless the
patron leaves the session or clearly exhibits that they have no further
questions.
- Inquiry about further questions
- Samples: "Do you have any more questions?" "Do you feel you have enough to get started?" "Is there anything else I can help with?"
- Invitation to return
- Sample: "Please come back if you think of anything else!" "We’ll be online until 9 tonight if you think of any other questions."
- Inquiry about further questions
- Feel free to combine these two approaches and/or a final formal goodbye if appropriate.
- These standards are not applicable to text (SMS) questions.
- Do not just close the window. Send a message that the patron will receive if s/he returns, especially if you’re about to have a shift change. This standard is not applicable to text (SMS) questions.
- Sample: "I haven’t heard from you in a while, so I’m going to
close our session. Someone will be online until 9 tonight, if there's anything else we can help with.
Bye!"
