Quality Tip: Check for Patron's email BEFORE ending the session

When ending a chat session, one of your most important decisions is whether the session should be sent to Follow Up.  If it is a possibility that you will be coding the session for Follow Up, be sure and verify the patron's email address and deadline before ending the session.  Tell the patron that a librarian will get back to them “as soon as possible” rather than being too specific.  Some libraries are able to respond to follow up requests right away, but sometimes – especially if the chat request comes in on a Friday afternoon – it may take a few days.  Then, end the session and code for Follow Up by Patron Library.

Do not code for Follow Up unless you have a patron email address.  If there is no patron email address, code the session as Answered (since no follow up will be possible without an email address).

TIP:  Use the Librarian Note field for further explanation regarding why you are sending the session to the patron library for follow up, especially if you aren’t sure if the session needs additional work. 

Post your questions or comments to the blog, or email mcglames@oclc.org regarding any questions about the 24/7 Reference Cooperative, its policies and procedures.

Comments

[Mary Buck]

Hi! I just wanted to mention that I am often unable to verify the patron's address with the patron because they are disconnected before we get that far into a chat. In that case, I will end the chat and refer it on to the patron's home library if there is an e-mail address provided. If the patron hasn't provided an e-mail address and I haven't had a chance to send them any info - often I never hear from the patron - I mark it as a Lost Call. If I was able to send some info. to the patron and they replied to me at least once and then they disappear, I will mark the chat as Answered.