Pursuant to the Research Help Now Collaborative, those covering any queues of the 24/7 chat service must have an M.L.S. from an ALA accredited library school.
Log in to LibAnswers
Go to Settings / Coop Monitor / Add Academic Global and Research Help Now.
Pick up chat.
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.
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.)
After completing chat and before closing, fill out reference analytics for our records.
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.
Training
