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Research Services Training

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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