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Public Services Manual: Communicating with Other Staff

Communicating with Other Staff

Chatting with staff

To send a message to all other operators who are online, click on All York University Staff and type your message in the text box at the bottom of the page.
You can chat with an individual operator by clicking on their name.
These features can be used to let other staff know when you're starting or ending your shift, to ask questions or discuss common issues that come up, or to let others know if you need to step away from your computer.

Transferring a chat

You may need to transfer a chat to another operator if:
  • another staff member is better able to answer the question 
  • you're juggling too many chats and need back up
  • your shift is ending
1. First, check with the other staff member to see if it's ok to transfer a chat. 
2. Let patron know that you are going to be transferring them to a colleague.
3. Click on the users button at the top right of the chat pane.
4. Select the operator who will take over the chat. You can leave the chat after they have joined and sent a greeting.

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Best practices

Communication between LibChat staff happens in the Internal Staff Chat.

  • To receive notifications of new messages, make sure your sound is turned on under Notifications in the Settings tab.

  • It's helpful to read through the chat history for any important updates when you first start your shift.

  • Monitor incoming messages from other staff.

     

Send a message to All York University Staff:

  • When signing into your shift. Let fellow staff members know your role and shift (e.g., I'm here for Access Services 1-2pm). If you have a long shift, state your role and shift again when new operators come on.
  • To ask questions or discuss common issues that come up
  • If you need to step away from your computer for a few minutes. Under the Settings tab, set your status to away. Note that the chat widget will remain online unless you are the only person on a queue (Department) at one time, in which case it will go offline.
  • If you are experiencing technical difficulties
  • If you are starting a Zoom session and won't be able to monitor incoming chats
  • When you are ending your shift

Send a message to an individual operator:

  • When you need help answering a specific question 
  • To ask if it's ok to transfer a chat