Sharing your screen during a chat using Zoom
During a chat shift, the Ask Ref Librarian answers the following:
There should also be an On-Call Librarian scheduled during chat hours (except for weekends). The On-Call Librarian provides back up to the Ask Ref Librarian if multiple chats come in at once. They should coordinate with the Ask Ref Librarian and be prepared to answer:
Stay up-to-date by reading chat transcripts regularly
Keep the patron in the Springshare system (i.e. create a ticket from chat for referrals). This ensures that the patron will be connected to the right dept/person (as opposed to making them responsible for following up)
If creating a ticket, ask the patron for their email or use contact info request button
In addition to offering to make a ticket, you can provide a phone number or a link to another department's Ask from
Add to ref analytics when finished with a chat
How to transfer a chat to another user or department
Create a ticket during a chat to follow up with a patron later
Operator-to-Operator chats - Chatting with other online staff
Create your own personal canned messages
Only LibAnswers Admin can change or add system canned messages. Contact the LibAnswers Coordinate to request changes.
Display Name |
Message Action |
---|---|
Invite trainee | I'm working with a new colleague on chat today. Is it okay with you if I invite them in to observe our session? |
Screen Sharing Info | Let's start a screen-sharing session so that we can walk through the issue together. I'm going to launch the session. Click on the link below in the chat to get started - you'll see a link to launch the session in a browser, so go ahead and click that too. |
Busy |
I'm working with another person now, please hold. |
Hours |
The Ask the Library Chat service is available during these hours (https://library.udel.edu/hours/?library_loc=7). |
Anything else? |
Is there anything else I can help you with? |
Again |
Contact us again if you have other questions. |
Thanks |
Thanks for using Ask the Library, the Library electronic chat service. Contact us again if you have other questions. |
Interlibrary Loan for nonUD |
Interlibrary Loan (ILL) is a library to library resource sharing network. Libraries borrow and lend materials for their library users. Because this is a library to library service, you should start with your library, which for many people is their public library. Fill out a request, giving all the information about the publication. This webpage has information about the service, which will be helpful to your librarian: Interlibrary Loan Lending Services to Other Libraries (https://library.udel.edu/interlibraryloan/lending.html). |
BRB |
I'll be right back. |
Welcome |
You're welcome. |
Still there? |
Hi, are you still there? I haven't heard from you in a while. |
Too busy |
Sorry. I'm trying to help several people at once. If you'd rather not wait send your question to Ask the Library email (ask.lib.udel.edu). |
Looking at question |
Hi. I'm looking at your question and will be with you in a moment. |
Biden Senatorial Papers | For information about the Biden Papers, the best person to contact is L. Rebecca Johnson Melvin, Manuscripts Librarian and Curator, Joseph R. Biden, Jr., senatorial papers, Special Collections and Museums. Her email address is: lrjm@udel.edu |