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Policies and Procedures

Wayne G. Basler Library Policy and Procedures

Reference Assistance – By Online Chat

The Wayne G. Basler Library does not maintain a separate online chat reference department. The Librarian on reference duty provides assistance via online chat with the understanding that the needs of the in-house library patrons are first priority. Every attempt is made to answer the chat and provide the requested information within a reasonable amount of time, usually within 30 seconds. The Librarian on duty at the Reference Desk will monitor the online chat to assist patrons.

Requests that would require extensive searching or an inordinate amount of time to fulfill are handled with the suggestion that the Librarian take the patron’s contact information and research the information and contact requester back or ask that the requester come to the library in person to pursue the information need.

Legal, Medical, and Tax information is not interpreted patrons.

Procedure

Monitoring Library Online Chat

  1. Acknowledge the receipt of the chat request
  2. Respond positively to the question and provide the answer, if time for research is needed, respond to the patron and inform the patron that his/her request may take more time. 
  3. If the patron is satisfied, thank the patron for using the service and offer future assistance.
  4. If the patron is unsatisfied or more research is needed, it is appropriate to ask the patron for his/her email address and create a ticket from the chat to which you can respond at a later time.