I read the patron's profile information, If they included an email I recorded that email address in case of disconnection
I introduced myself to the patron using a positive greeting "Hi. This is Betty from Texas Woman's University in Denton. I am reading your question and will be with you very soon."
I restated the patron's topic and confirmed that they are affiliated with TWU
I asked if this is an assignment and what resources they can use
Raport Skills
I established and maintained a positive, friendly tone.
I tried to match my tone and pace with the patron's.
I avoided using too much library jargon and explained unfamiliar terms.
I took a teaching approach rather than answer their questions.
I suggested improved search strategies when necessary.
I provided more than one type of resource, if appropriate
I showed empathy and empowered the patron.
Virtual Skills
I used standard English, good grammar and punctuation.
I used shorter sentences when possible and broke longer messages into short segments.
I used the patron's name often.
I asked the patron plenty of questions throughout the session to get feedback.
I responded often so the patron knew I was there.
I made appropriate use of FAQ's for consistency.
I used other communication methods (e-mail, phone, etc.), as appropriate
Wrap Up skills
I asked the patron if they were happy with the results of the session.
I encouraged the patron to come back for more help, if necessary.
I encouraged the patron to close when they were ready by clicking on exit.
I encouraged the patron to complete the Chat rating.
If possible, I let the patron disconnect first.
If the patron provided an e-mail address because they needed additonal assistance be sure to follow Up.
