When copying and pasting text to send to the patron as a chat message, there are two considerations that must be kept in mind:
System performance, and readability.
Response time of the Chat software is partially dependent on refresh rates. Short messages are best so that the software does not have to refresh a large block of text in a single message.
Short chat messages are also easier for the patron to read.
For these reasons, please do not send a chat message to a patron that contains a large block of text. (A large block would be more than 4-5 lines per message.)
When you have a large block of text to share with the patron, use one of the following options:
1. Paste the URL where you found the text;
2. Offer to send the text to them via email;
3. Break the text into smaller ‘chunks’ that you send a few lines at a time. Periodically check with the patron to see if that is enough information for their answer.