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Public Services Manual: Using Zoom via LibChat (Reference Staff Only)

Using Zoom via LibChat (Reference Staff Only)

Zoom guidelines for staff (reference only)

  • Zoom can be utilized via LibChat. In cases where reference staff have begun a chat and believe it will be easier or beneficial to use Zoom, they should do so.

  • Ref operators who want to move to Zoom, should inform the other chat operators on shift.

  • Ref operators should keep zoom transactions to no longer than about 20 minutes in length, though if it is quiet, there can be some flexibility there.

  • Research questions can be enriched by using Zoom rather than chat in a number of situations, e.g.:

    • You need more information to understand the problem than you can get quickly through chat--sometimes you just need to see something.

    • You want the patron to learn by doing, and to walk them through the search process. This can ensure stronger understanding, and also can leave the patron with tabs open and resources to use when the chat ends (where they agree to screen share with you).

Picking up & managing requests

  • After a Ref operator* claims a request for a Zoom interaction, they should choose the option: Set Away. *Bilingual Ref Operators excepted.

  • This means that an orange dot will appear beside their name, so that other operators on Zoom know they have gone to Zoom mode.

  • Being set Away will not affect the operator's ability to continue the interaction with the patron for whom they have picked up a Zoom request.
  • Once the zoom interaction has ended and the chat is closed, the operator should deselect the Set Away option, so that everyone on the chat team knows they are available again.

 

Bilingual Ref Operator Requests

  • All reference team members can now see where French queries come in.
  • Non-Frost reference team members will be logged in to the French Chat queue or department. You can turn the French Chat option ON or OFF under the Settings tab in LibChat. Please turn OFF the French chat option when the bilingual chat is closed.
  • In situations where the bilingual service operator is on Zoom and a French question comes in, use the canned message labelled Bilingual Operator Busy on Zoom:

    • French: Bienvenue au service de clavardage des bibliothèques de l'Université York. Malheureusement l’opérateur bilingue est occupé sur Zoom en ce moment. Merci de patienter.
      English Translation: Welcome to York University Libraries chat service. Unfortunately, the bilingual operator is currently busy on Zoom. Thank you for waiting.

  • If the bilingual operator does not free up for ten minutes, send another canned message labelled Bilingual Operator Still Busy:

    • French: Nous nous excusons de cette attente. Si vous ne pouvez pas patienter, veuillez laisser votre nom et votre adresse électronique et notre opérateur bilingue fera un suivi par courriel. Nous nous excusons pour tout inconvénient. Merci de votre compréhension.
      English Translation: We apologize for the wait. If you do not wish to continue to wait, please leave us your name and email address and our bilingual operator will follow up with you by email. We apologize for the inconvenience and thank you for your understanding.

Guidelines for interacting with patrons using Zoom

 

When requesting to start a Zoom session:

  1. Send canned message labelled Zoom Invite or Zoom : invitation in French.

I recommend we switch to Zoom so I can help you by screensharing. I'll send you a Zoom invite through chat. Would that be all right?

Je recommande de passer à Zoom pour que je puisse vous aider en partageant l'écran. Je vais vous envoyer une invitation Zoom par le biais du clavardage. Cela vous conviendrait-il ?

 

Other Zoom canned messages

  • Zoom: Session Times or Zoom : temps

We're able to provide about 20 minutes of help per Zoom session to balance time between students needing research help. I'll send you the invitation to screenshare now.

Nous pouvons accorder environ 20 minutes d'aide par session Zoom afin d'équilibrer le temps entre les étudiants ayant besoin d'aide pour leurs recherches. Je vais maintenant vous envoyer l'invitation pour partager l'écran.

  • Zoom: Busy or Zoom : occupé

All of our chat operators are currently busy. If you're able to wait, I can give you an estimate of how long it will be until an operator is free to Zoom. Or, I can help you through chat right now.

Tous nos opérateurs et opératrices sont actuellement occupé(e)s. Si vous êtes en mesure d'attendre, je peux vous dire combien de temps cela prendra avant qu'un opérateur soit libre pour Zoom. Ou, je peux aussi vous aider par le biais du clavardage dès maintenant.

Using Zoom in LibChat

Here is a quick summary of how to use Zoom with a LibChat patron. (Springshare has a longer version.)

1. Connect

a) Click on the Request Screenshare button:

b) The patron will get a message with a link to join the session:

c) Click on the green Launch button. You are the host. 

 

2. Share

a) Audio

  • Toggle the Unmute button to talk to the patron.

b) Screen-sharing

  • Click the Share button to choose whether you want to share your whole desktop with the patron, or just a specific window.

c) Video

  •  Toggle the Start Video button to let the patron see you.

3. Ending a session

a) Click the Stop Share button in the screensharing controls to stop sharing your screen.

b) To end the meeting, click End Meeting.

c) Your chat session will still be active in LibChat and you can return there to continue if needed.