At Quality we have long emphasized the importance of the “final satisfaction” question as a key component of a virtual reference session. [See the Best Practices section on Concluding the Session: Before closing, ask the patron if the question has been answered (“Does this completely answer your question?”) or if additional information is needed.]
The importance of the “final satisfaction” question is borne out by an article in the most recent RUSQ: “The Effects of Librarians’ Behavioral Performance on User Satisfaction in Chat Reference Services”, by Nahyun Kwon and Vicki L. Gregory. The study analyzed 422 chat reference sessions and corresponding user surveys of a 24/7 Coop public library, for the period January – June 2004. The purpose of the study was to determine whether chat reference can be more successful (as measured by user satisfaction expressed on surveys) when librarians employ the behaviors recommended in the revised RUSA guidelines.
Based on analyzing these session transcripts, the authors conclude that users were happier when the librarians do the following:
- used the patron’s name during the reference interview;
- communicated more receptively and listened more carefully;
- searched with or for the patron;
- provided pointers;
- asked the patron whether the question was completely answered; and
- asked the patron to come back if they needed further assistance.
The authors conclude that: “user satisfaction was most strongly predicted by the simple behavior of asking follow-up questions, such as “Did you find what you needed?” “Does this completely answer your question?” or “Is there anything else I can help you with?”
So, be sure to ask that final question - you will have more satisfied patrons as a result.
Comments on Quality? Post to the blog, or email Susan McGlamery at mcglames@oclc.org
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