Maryland State Law Library Chat Training

April 26, 2010 @ the JECC

Thank you all for participating in today's MSLL Chat Training! Adding law librarians to our chat schedule opens up a wonderful opportunity for our customers and we hope to see much success.

Documents from today's training

• Julie's slides
  

• The Language of AskUsNow!
  

• Flash Chat Quick Reference

• Resolution Codes: A Guide: this flow chart helps you figure out what resolution code to apply to any given chat session

• Activity: Sample Transcripts

• The Behaviors Packet includes the AskUsNow! Behaviors Checklist / Anatomy of a Session, the 24/7 Reference Cooperative Best Practices, Beyond the Behaviors: Tips for Successful Virtual Reference Sessions (Joe Thompson), and Recommendations for Facilitating Interpersonal Communications in Virtual Reference Encounters (Marie Radford)

• Emoticons and Chat Abbreviations and Shortcuts

• Tackling Tough Questions (and when to refer them)- this guide helps guide you through tough encounters and gives you ideas on where you can refer people

Also check out the QuestionPoint documentation on various topics:

• IM and Transfer in Chat

• Chat Follow-up and Referral

• Guide to IE Setup: This is the guide that helps you set up your IE browser before you can monitor chat. If your computer has never been set up to monitor AskUsNow! and you use Internet Explorer, you must do this. This guide is huge but is mostly screen shots and repeats a lot depending on the OS/Browser you're using.

Next Steps

1. solidify MSLL chat schedule
2. announce MSLL addition and procedures to AskUsNow! staff
3. market MSLL hours to customers (?)
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