Public Services Manual: Chat Etiquette

Empathy

1. Listen to patron's question and confirm your understanding of it.
2. Acknowledge patron's emotional state. Try stepping into the patron's shoes to understand the issue they are facing.
3. Let patron know that it is okay for them to take their time if they are feeling rushed. Encourage patron if they make a mistake. 
4. Commiserate with patron that the library system is complex for outsiders. No question is a silly question!
5. Check with patron to confirm that the information you have given is clear.

Speed & time

• Aim to respond within 30 sec. (5-6 pings is ok) 
• Take the time to read the question and understand patron's need; it's better to leave a complex/ambiguous question for reference services staff than to pick it up and ultimately have to transfer.
• Remember that it's not always a continuous back and forth; sometimes a patron will "disappear" for a little time and sometimes you will need extra time to respond. 

Fielding Multiple Chats

• It's optimal to be at one or two chats at anyone time; avoid going beyond 3 chats at one time, unless one chat is winding down.
• If you are new to the chat service, take just one chat at a time. Let fellow operators know that you will only be picking up one chat a time when you start your shift (communicate this in the Internal Staff Chat).
• Try your best to communicate often with patrons to let them know that you are still there. See Approachability tab of this page for more tips. 

Accuracy & consistency

1. Try to answer the question asked. If the question would be better answered by another department or campus service, explain that the question needs to be answered elsewhere and provide patron with a link or contact information.
2. Where possible, provide an answer that is the same as other staff would give based on YUL's resources, services and policies. Send links to YUL website to back up your answer or provide more detailed information.
3. When sending links to library resources or other library/campus services, suggest patron try the link while you stay on the chat in case they have questions.
4. Consider sending a screenshot of where the specific information is located (see Files and Screenshots tab of the Conducting Chats section of this guide).
5. If you are uncertain of the answer to provide, use the internal chat to check an answer with a colleague. 
6. If you don't know the answer, be honest. Try to refer to the proper person/department. If appropriate, transfer to a colleague or offer to follow up with patron by e-mail. 
7. It's easy to make typos, so it's good practice to remember to re-read your message before sending!

Tricky situations

• Patron not responding: Try a 3 step approach before closing chat:
  1. [Patron's Name], are you still there? 
  2. I have not heard from you in a few minutes, do you still require assistance?
  3. I have not heard from you in 10min, so I'm to close this chat, but please come back to this service if you have more questions. 
• Upset patron:

1. Acknowledge that they are upset.
2. Take responsibility for any part of the interaction that could have gone better. Offer to provide remedial action if warranted.
3. Don't be afraid of being firm but polite. Sometimes you need to let a patron know that you have exhausted all help possibilities.  
4. Remain professional, but do not accept any abusive language. See canned messages for inappropriate/rude behaviour. 

• Patron is in distress: 

1. See Canned Messages for Patron in Distress for specific language to use.
2. Student Counselling, Health & Well-Being
3. Mental Health and Wellness Resources for Students
4. Emergency Hotlines

After a difficult chat, please complete the Incident Reporting form so that operators can be debriefed later.