The CSU Library uses the Library H3lp chat plaform and the ChatStaff service for our chat needs. The ChatStaff service manages the library's overflow and off-hour chats. Below are our chat procedures and examples of canned messages.
Examples of Canned Messages
1. Login to Library H3lp Web Client (Sign in - LibraryH3lp Webclient)
2. Select "Available" to become active in the chat queue.
2. When logging out of the chat queue or going on break, select "Away".
Reference Interview (Chat)
1. Greet the student. “Welcome to CSU Library. How may I help you?” (Create canned messages)
2. Ask how we may help.
3. Ask open-ended questions designed to elicit more information about the student’s research needs.
4. Try a database search with the student, providing instruction and clarification as necessary.
5. Assess progress of chat, and ask for student information if needed.
6. Use appropriate follow-up questions or statements to ensure the student has found what they need.
7. Follow-up with email or phone call if necessary.
8. Encourage the student to reach out again if he or she has further questions.
9. Encourage the student to take student survey.
10. Document reference interaction on the “Email_Phone_RA_PhoneContact” tracking form found in the S-Drive under 04_Phone, Email and F2F.
11. NOTE: If using a recycled email, remember to take out all identifying information for the existing email.
The Library uses TechSmith Capture to easily share screenshots with library patrons on chat. Technical Support can assist with installing the program on your computer.