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Virtual Reference Best Practices

How to log in to RHN & Academic Coop

Logging into Academic Global & Research Help Now

Log in to LibAnswers

Go to Settings / Coop Monitor / Add Academic Global and Research Help Now.

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Pick up chat. 

 

 

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Check Patron Information to see if patron has input email address. If not, prompt to add email using icon. 

 

 

 

FAQs tab is where patron's home library information is held. 

 

 

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Click Ticket icon to create a Follow Up Ticket for patron library, if necessary. If patron never gave their email address, do not send to follow up. (There is no way for patron library to follow up otherwise.)

 

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After completing chat and before closing, fill out reference analytics for our records. 

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Patron view. Patron MUST click on email icon in order to receive a copy of the chat transcript. They can do this at any time during the chat session. 

 

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