Research Guides: Research Services Training: Chat etiquette

Chat help expectations

Login to chat when working at your desk
Create a persona canned message to use when answering chats:
- "Welcome to the Northwest library chat service, my name is (insert your name). I’m happy to assist you."
Allow on-call person time to answer chat, but be available for back-up
If there is no one available in another area to transfer a chat, provide their phone number to the person as an alternative. Be aware of your tone even though this is a text type of situation
Ask questions in a way that encourages the student to ask for help
Thank student for reaching out and remind them we are here to help
When possible, limit request for an email response since chat is for quick/immediate answers
Professor and class details should only be asked if the question might be duplicated in future chats
When answering a Writing Center/Student Success Center question, include information about "Online Tutoring" link found in the navigational area of Northwest Online course sites

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