CT State LibAnswers

Start by greeting the patron by name if they have provided it, or by asking for their name. Some librarians like to start by getting the patron's email address in case the chat is disconnected unexpectedly or you need to create a ticket later in the exchange. If you answer for a campus other than your own, you may want to identify yourself.

You may want to end the chat if the patron has not responded to your queries or has gone silent after you provided a response.

• Before closing a chat, ask if the patron has what they need. "Does that give you enough information to get started?" or " Does that answer your question?" (If it's a simple question, such as library hours, this is not necessary.)
• If they have gone silent, you could say, "I haven't heard from you in a while, so I'm going to end our chat now. Please reach out if you need more information."

Before ending a chat, close with something like, "I hope that helps. Have a great day!"

• If the weather is bad, you could add a caring, "Drive carefully!"
• Avoid closings like "Merry Christmas!"

Click on the X in the upper-right corner to end the chat.

Many questions will be straightforward, such as "What time do you close today?" 

• Be sure to answer for the campus from which the patron is connected, in case that information differs on your own campus.
• You may want to clarify about which campus library the patron is asking.
• Search campus-specific FAQs for an answer. INCLUDE LINK
• This page provides links to all campus libraries, including the four-year universities, the Connecticut State Library, and the System Office.

For other questions, conduct a reference interview in a similar manner to what you would do in person.

• Confirm the student's location so you can identify which library website to use and which resources are available to them.
• Ask if the question is in regards to an assignment, and for which class/professor. 
• Do they need a peer-reviewed article, something from CINAHL [nursing], any kind of article, book, etc.?

If you need to pause the conversation to find their campus library page or explore a database, say something like, "Give me a minute to look and I'll be right back." If it takes you a long time (or what will seem like a long wait to the patron), say something like, "Still looking."

Links

• Don’t paste in a link without identifying it. 
• Use resources' permalinks.
• Ask if the student is on or off campus; let them know they may need to sign in with their Banner ID and password.

Be a little informal. 

• Too formal. Hello, I am the reference librarian on duty this morning. How may I assist you? 
• Too informal: LOL 'sup? 
• Better: Hi, give me a moment to read your question and I'll be right with you. 

Tailoring your responses 

• Use patron’s name in your first response. 
• Use phrases that give some affective feedback, like "Great question!" or "That's an interesting topic." 
• Keep your responses short. If you have a lengthy response, break it up into chunks rather than typing a long paragraph and sending it all at once. 

No dead air

• Let the patron know you are working on their question if it takes more than a minute or two; don’t leave them hanging. 
• If you can tell up front that a question is too complex or if a patron peppers you with questions, suggest they call or offer to reply to them via email. 

Attempt to answer the question using

• FAQs
• The patron's campus website
• Google

If you absolutely cannot answer the question, look for an Operator online from that campus and transfer the chat internally. 

• You may, but don't have to, send an Internal message to that Operator to ask if they are available for a transfer, especially if that person is already handling one incoming chat.
• Let the patron know you are transferring their question and to whom. "I'm not able to find an answer for you, so I am transferring your question to Samantha Stevens at the Deerfield campus. Please stay on and she will be right with you."

If no Operator from that campus is logged on, create a ticket and send it to that campus’s queue.

• Do this only as a last resort. 
• Let the patron know you are creating a ticket and there will be a delay before they get a response. 
• Optional: email a librarian from the patron's campus to let them know there is a ticket waiting. 

Prevention is best.

• Read check for your understanding – don't assume you know what they need 
• Empathize. If they mention they’re feeling frustrated, let them know that you understand and will try your best to help them find what they need or find a solution to their problem. 
• Stay calm and don’t take it personally.  
• Summarize the next steps. Let them know what you are doing and keep them in the loop.  
• Use screensharing to help a patron understand a complex problem or multi-step process.  
• Be clear and concise in your communication. 

If the patron's anger escalates and/or the patron uses abusive, threatening, or otherwise inappropriate language, consider one or more of the following:

• Notify the patron that the chat transcript is saved automatically, and you are willing to continue assisting them once they regain control of their emotions.
• Let the patron know you may not be the best person to assist them with their question, and you will create a ticket for your library director for follow-up.
• Say something to the effect of, "I'm sorry, but our policies do not allow me to continue this chat based on the language you are using. Please contact again when you are feeling calmer."
• Notify your director or supervisor of the incident, including any available information such as patron name, contact information, and the ID number of the encounter. This can be found by looking at the ticket, if you have created one, or the transcript.
• If you feel you are in danger or your director or supervisor are not available, contact your campus's public safety office.
• For reference, the Acceptable Use Policy says users may not use technology to "harass or intimidate others." See page three of this document.

If you believe the patron is in crisis or looking for help with personal problems, consider one or more of the following:

Communicating with the patron:

• Listen nonjudgmentally!
• Give reassurance and information 
• Encourage appropriate professional help 
• If you do not already have it, ask the patron's name. Use it when responding to them through the chat.
• You do not understand what the patron is going through. Never say, "I know how you feel." Instead, consider verbiage such as, "That sounds like a very difficult situation to be in." 
• Do not tell your story(s) to the patron. This is not a competition to one-up a distressed person.

Actions to suggest to the patron:

• Call 911 or visit the nearest emergency department
• Text 741741. This is a crisis text line, operating 24/7/365.
• Call 211 or 988.
  • 988 is a suicide prevention hotline, operating 24/7/365, with operators fluent in both English and Spanish.
  • 211 can relay calls to 988.

Actions for you :

• Call 911 or 988. Give them as much information as you can, including the patron's full name, email address, and/or mobile phone number. If you have the patron's name, you should be able to access their physical address through ALMA.
• Call your campus safety office.
• Talk to your director.
• Seek help if the incident is disturbing to you, for example if you are unable to sleep in the days following the incident. Counseling is available to you through your employer, or contact your campus's counseling office for assistsance.

Important things to remember:

• You are not a medical professional. Do not attempt to diagnose the patron or tell them you can help. You cannot help them at this point in their day.
• If the patron tells you they have a plan to hurt themselves or someone else, believe them. Do not attempt to talk them out of it. 

Consider taking one of the following courses. They are usually free of charge.

• Mental Health First Aid. Your campus or the CT State Community College may offer this periodically.
• QPR. QPR stands for question, persuade, refer. The course focuses specifically on suicide prevention.

Other useful contacts:

• National Suicide Prevention Lifeline
  • 800-273-8255
  • https://suicidepreventionlifeline.org/ 
• The Trevor Project Lifeline (for LGBTQ+ youth)
  • 866-488-7386
  • www.thetrevorproject.org/get-help-now/ 
• Interval House
  • 860-838-8467
  • Can provide safe shelter and other resources for victims of domestic violence
• CT Department of Mental Health and Addiction Services
  • 800-563-4086
  • 24/7 access to treatment for substance abuse, including transportation to detox facilities
• Statewide Domestic Violence Hotline
  • 888-774-2900
  • Online chat service at https://ctsafeconnect.org/
• Sexual Assault Crisis Hotline
  • English 888-999-5545
  • Spanish 888-568-8332
• Capital's counseling page