QuestionPoint: 24/7 reference services

Quality Tip: “Just send me something” vs. BI

Impatient patrons, particularly busy students facing a looming deadline, may not be receptive to bibliographic instruction.  While best practices suggest that librarians should find teachable moments and instruct patrons on how to access library resources for themselves, this is not always possible with patrons in a hurry. In the session below, the librarian is faced with an impatient student working on a school assignment.  Sometimes, students just want the librarian to email some articles, as in the case with this session:

Patron:  the effect of height on speed of tumbling in gymnastics

Patron:  Please hurry, my class starts soon

Librarian: Hi, [patron name]!

Librarian: My name is [librarian’s name]. I am a librarian who is helping to answer questions for your library. I am reading what you wrote to see how I can help you...

Librarian:  Would this be the height of the gymnast?

Patron:  yes the height of the gymnast

Librarian: I'm seeing what I can find.

Patron:  it's for the science fair project

Librarian: Okay.  Are you thinking that you would need to test this out?

Patron:  i need to find specific articles that support the hypothesis that shorter gymnasts tend to do better

Librarian: Ah, okay

Patron: and yes i need to test them out

Librarian: http://coachesinfo.com/index.php?option=com_content&view=article&id=182:gymnastics-isbs-biomechanical&catid=62:gymnastics-isbs&Itemid=108

Librarian: Let me take a look at some databases...

Librarian: [librarian sends link to library databases]

Librarian:  These can be accessed with a library card number...

Librarian: Okay,  see if you can click on the Science Reference Center at the bottom...

Librarian:  "Science magazines, and more! (EBSCO's Science Reference Center)"

Librarian: I did a search for: gymnastics AND height

[librarian sends link to an article matching search results]

Librarian: Can you see this article?

Patron: yes

Librarian: "Short bodies and limbs are also easier to spin fast and flip through curves, which is why most gymnasts, figure skaters and ballet dancers are smaller than average."

Librarian: Does that help?

Librarian: It also mentions weight

Librarian: "Daintier athletes fare best at sports such as ultra-distance running and gymnastics, where their superior power to weight ratio gives them an advantage."

Librarian: Can I help you with anything else?

Patron: thanks :)

Patron:  I am trying to email the article to myself but it won’t work. Can you send me this article to my email?  I have to go, class is starting

Librarian: And is your email: <rpatron’s email> ?

Patron:  yes! Thank you!

[patron disconnects]

Librarian: Okay, you will get this transcript sent to your email

[ Librarian adds note to session that she has emailed the article to patron]

Librarian: Thanks for using our service! If you need help with anything else, just contact us again. Goodbye for now...

In this case, the librarian started the reference conversation by clarifying the request to determine what the student needs.  Next, the librarian did a focused web search to pull up anything that would help the student with the science fair project – information the student could use to “test it out”.  Then the librarian went to the databases of the patron’s library to show the patron (1) which database to use and (2) a suggested search strategy. 

This busy student asked the librarian to email the article, and the librarian did so.  When is this ok?  As with many reference situations, the answer is dependent on circumstances.  In this case, the librarian had made sure the student was aware of his library’s databases and how to locate articles on point.  The librarian emailed an article that the student had access to – in other words, the librarian did not send an article from her own (chatting librarian) database, which the student would not have access to.  So, in this situation, it is fine for the librarian to email an article directly to the student.

Questions about quality? Email mcglames@oclc.org

Quality Tip: Use the patron library resources, not your own, when helping patrons

A student needs an article, so the chatting librarian finds it and sends it. Sounds great, right? Not if the librarian fails to use the resources from the student’s library.

In the session below, the chatting librarian sent a journal article to the student in a courteous and efficient manner, to the delight of the student. But, this is not the best approach when handling Cooperative sessions, as the session below illustrates:

Patron [from library ABC]: I was searching for the following article and couldn’t seem to find it [patron provides citation to article].Please help me. Thank you.
Librarian: Welcome to Ask a Librarian! This is John at [Library X]. We staff the service when your librarians are offline. I'm reading your question ... please hold on.
Librarian: Hi <patron’s name>
Librarian: I'll be glad to help with that. One moment please while I check ...
Librarian: I have the article and can send you the PDF after we disconnect here.
Librarian: Anything else we can do for you today?
Patron: Oh, thank you
Patron: that’s all for now. Thank you very much again.
Librarian: Glad to help. Just to be sure, is your email address [librarian verifies patron email address]
Patron: correct. thanks.
Librarian: OK, have a good evening!
Patron: you too!
Librarian: Thanks for using the Ask a Librarian chat reference service! Please contact us again if you have additional questions.

[Librarian ends chat session and codes Follow Up by Me, then sends PDF article from Library X database]

There is much to praise about this session. The librarian was very helpful, courteous and efficient. He verified the patron’s email address and asked a “final satisfaction” question. The student got what she needed right away and is a satisfied customer.

But, there are several issues with this session:

• Lack of reference conversation: the librarian should ascertain whether the student had tried to find the article online through the library’s databases. A surprising number of students aren’t sure how to find articles online.
• In this case, Library ABC (the student’s library) doesn’t actually subscribe to the journal nor is it available online through the library. By sending the item to the student, the librarian’s actions may give students at ABC an unrealistic expectation that the chat service can provide document delivery for items otherwise unavailable at ABC library, as well as circumventing the ILL process at ABC.
• Sending items from library X databases to non-X students (such as the student at ABC) may violate library X’s database license.
• The goal in assisting academic students is not to give them a quick answer, but rather to assist them in using the resources available at their library so that they can do the research themselves: see 24/7 Policies, Section 3.3:  http://wiki.questionpoint.org/w/page/13839422/247-Policies#33AcademicvsPubliclibrarypatrons .

Recommended approach: The chatting librarian should assist the student in finding the article from the resources available from the student’s library. For journal articles, be sure and check if the journal is available through the local library (as part of a database, and/or by searching the catalog). If the local library does not have access to the requested item, the librarian can send the student information about the library's ILL service (found on the policy page) and instruct them on how to proceed with a request.  See the 24/7 Policies, Section 3.5.1:

http://wiki.questionpoint.org/w/page/13839422/247Policies#351Ifthepatronrequestsaspecificperiodicalarticle

Questions about Quality?  Please comment below or email me at mcglames@oclc.org

Quality tip: Dealing with the lonely chatter

Holiday times can be difficult for patrons who are lonely, cut-off or with other socialization issues.  In the physical world, a trip to the library can be a social lifeline, but issues arise when the lonely latch on to the library chat service – especially when there are other patrons, needing help with research or other library-specific requests.

Here are some tips to deal with the lonely, the bored, and/or the persistent:

· Pick up the patron.  Don’t leave patron waiting in the queue, as this will result in skewed wait times for the service, and may cause the waiting patron to enter multiple times.

· If you know (or have reason to believe) that the patron has asked this same (or similar) questions before, ask a clarifying question to determine if the patron seems to be following a pattern of unwarranted excessive use.   Example:  "What was lacking in the resources previously given to you?"

· If patron is simply asking the same previously asked question and has no additional clarifying information, then send this message:  “I’m sorry, I can’t find anything else with the resources available to me, but I will forward this to your local library for further review.   Could you verify your email address?” 

· Code Follow Up if patron provides an email address. If no email address, code as Answered.

· If this patron returns with the same question,  send this message if you coded patron’s previous message for follow up: “I’ve already forwarded this for further review and there is nothing more to add at this time.  Thank you for using this service.”  If patron is anonymous/hasn’t left an email, change the message slightly as follows:  “I’ve already offered the option for further review and there is nothing more to add at this time,  Thanks for using this service.”

· Add a librarian note to the session:  repeat patron

For more detail, see the 24/7 Policy on Persistent Patrons

If you suspect your patron just wants to chat rather than get an answer to a question, try this approach:

Patron: [asks a question that’s already been answered]

Librarian:  Hi [patron name, if provided], I see you’ve already asked that question several times.

Librarian: do you log in repeatedly because you have not had your questions sufficiently answered?

Patron: Nope

Librarian: Do you like chatting with different librarians?

Patron: Yep

Librarian:  Does it help you?

Patron: Yep

Librarian: How so?

Patron: Because I’m bored and need somebody to talk to all day online

Librarian:  This is a library reference service, and we have people waiting who need assistance with their research.  I suggest you try a chat room, where you can discuss whatever interests you.  Do you need help locating one?

If patron says yes, send a link to Yahoo!’s directory of chat rooms  or something similar.

If patron indicates he may be in crisis or needs a support group instead, refer the patron to an appropriate hotline, staffed by mental health professionals or trained crisis volunteers. The librarian should not provide counselling.  See the policy on crisis calls for more detail.

Quality Tip: Use Policy Pages for open hours and much more!

Did you know…

• Baruch College library is open 24/7 beginning Dec 13, for the duration of the exam period (Dec 21)
• Multnomah County Library has electricity usage monitors, called Kill-A-Watt devices, available for check out to patrons.
• Queens Library (in New York) has computer classes, and Hennepin County (Minnesota) has Homework Rescue Online Tutoring
• Santa Monica PL has meeting rooms – they are very popular, so must be reserved

You can find out all of this, and much more, by consulting the library’s policy page.  Many frequently asked questions can be found in a field specific to that topic (for example, the “hours” field will have library open hours. For special programs at the library, there is a field for “Library programs, events, services”.  Other fields include “Meeting Rooms” and “Tutoring/Homework Assistance”

And if no field fits, there is an “other policies” section, where you can find information about the Kill-A-Watt program. 

Not sure what field applies?  The policy page is just one long web page, so when in doubt use your browser’s Find function, to find keywords in the page.

And be sure your own library policy page links to resources at your library!

Quality Tip: establishing a connection with the patron to provide great service

While most questions may relate to the library (policies, hours, resources available), sometimes patrons seek the guidance of a librarian for matters outside the usual purview of library services.  This is a great compliment:   it demonstrates the trust that people put in the information found through libraries, as mediated by librarians.   Indeed, a recent survey commissioned by Arts Council England found that “Library staff are second only to doctors in terms of the trust placed in them by seekers of information, which again demonstrates the need for these staff to be effectively trained in order to deliver the safe, quality service people expect.” See http://www.goscl.com/survey-reveals-librarians-second-only-to-doctors-in-publics-trust/ for a copy of the report.

In this session, a UK patron used Enquire, the UK national virtual reference service, to ask about taking a mobility scooter on the train.  The patron asked the question in the evening, when the UK was not staffing – it was picked up by a Coop librarian across the pond, in the U.S.  This session demonstrates virtual reference services may field a wide variety of questions, due to the trusted place of librarians in the community, and that with good searching skills and a welcoming approach, librarians can provide an important service beyond that which strictly pertains to the library:

Patron:  I have been told recently that I can use my electric scooter on trains, as its medium size, not big, I always thought I had to book, that is a bit off putting, as i dont get out regularly, but would be good if I could just go to station buy ticket and go to [small town in U.K.] deaf club just like that...but Im so lack of confidence I dont know what to do, do I just go and try buy ticket and maybe end up embarrased that i cant do it..

Librarian: Hi! I am a librarian in [U.S. location] and I'll be assisting you today. Your librarians have asked our librarians to staff this 24-hour service when they are unavailable. I'm reading your question right now to see how I can help you.

Patron:Well now I see [U.S. location] and I’m in UK, Im unsure if you can help me..

Librarian: I can certainly get you started in the right direction, never fear!

Patron: Thank you

Librarian: My grandparents were deaf, and I have a mobility issue that causes me to sometimes use a scooter, so I know where you are coming from.

Librarian: Let's unravel the issues and see if there is some guidance for you.

Librarian: Do you have a few minutes for this now?

Patron: yes

Librarian: Great -- so one issue is booking ahead of time to accommodate your scooter, right?

Patron: issue is to just go and get ticket and board train

Patron: as I cant book in advance, as Im unable to get out many times

Librarian: Yes, I totally agree - it's frustrating to have to do that much planning to simply ride a bus or train!

Librarian: Let's see what the disability policy is for your transport system.

Librarian: Which one did you want to use?

Patron: Just to GO when Im able and buy ticket and board train with scooter..

Librarian: Yes - but my understanding is that each area of the UK is served by a different train company (no more British Rail, right?)

Patron: been such a long time since I used a train, I think you are right no more british rail

Librarian: OK let's search for transport in your area -- where do you live?

Patron: [name of town]

Librarian: What county is [name of town]?

Patron: [name of county]

Librarian: Great --let me do a little search now and see what train services that area. Just a moment.

Patron: ok no problem.  The guy who wrote down that i could just go and buy ticket works with electric scooters for disabled..But I haven't gone and asked at station as i dont want to be embarrassed.

Librarian: It looks like [town] is served by National Rail. Here is their web site page for passengers with disabilities: http://www.nationalrail.co.uk/passenger_services/disabled_passengers/

Librarian: Would you need assistance getting on and off the train, do you think?

Patron: Only thing I would want is ramp into carriage of train, Ive seen bikes etc go on

Librarian: They are very used to working with all kinds of passengers and are set up to help, so I wouldn't hesitate to ask -- you have every right to ask for help!

Librarian: So what they ask that you do is just let them know, so they can have someone ready to help when you get there -- are you comfortable doing that?

Patron: I know they have ramp into carriage all I would need to do is drive aboard, and I also know they have lifts at stations now so I can cross from 1 side to other with ease

Librarian:

http://www.nationalrail.co.uk/passenger_services/disabled_passengers/wheelchairs_scooters.html

Librarian: Here's what they say about riding the train with a scooter:

Librarian: Let's also find out if [name of town] station has a lift or ramp.Just a sec.

Librarian: While I'm looking -- do you have one of these?!

Librarian: http://www.disabledpersons-railcard.co.uk/

Patron: My son has told me they do and I have just read and my scooter comes within all catagories,dimensions etc

Librarian: OK, I will double-check on that...

Patron: no I don’t have railcard as i dont use it that much

Librarian: Here are some tips from that disabled railcard site:

http://www.disabledpersons-railcard.co.uk/travelling-by-rail

Patron: so I dont have to book ticket, I can just go and buy ticket and go ?

Librarian: Here's the station web site -- I'm looking to make sure there are ramps and a lift: [librarian sends link to info about town’s station]

Librarian: When you scroll down, there is a whole section on Accessibility.

Patron: I know from my son that stations I need have lifts and that is great, I just wante4d to make sure I can just go and buy ticket and board without booking

Librarian: No, unfortunately, you can't!

Librarian: They need notice as they have to make sure they have room for your scooter, even if it's regulation size.

Librarian: If you prefer, you can just go and buy a ticket -- as long as you can navigate the station, and don't mind waiting for help. It looks like they have a staffed Help Point during the day. It's up to you.

Librarian: Help points are available on all platforms Monday-Friday 24 hours Saturday 24 hours Sunday 24 hours Staff help Monday-Friday 05:00-22:30 Saturday 05:00-22:30 Sunday 06:30-22:30

Patron: Ok maybe I should just go and try and see what happens

Librarian: If you feel more comfortable doing that, then that's what you should do!

Patron: yes that is pleasing

Librarian: The most important thing is that you do it your way, but that you do it!

Librarian: Getting out is so beneficial, it's worth a bit of struggle.

Patron: I get maybe 1 or 2 days a week where I can use scooter and balance is ok

Librarian: Yes, I experience that myself -- it's frustrating but I push myself anyway!

Patron: sadly sometimes I havent been out for about 3 months

Librarian: Yes, people without these issues don't understand how difficult the simplest things are. I hope you will try, and just go with the flow as long as you have the time and patience. It will be worth it.

Patron: Yes I will go and try it out, hopefully that it isnt busy day

Patron: Ok many many thanks for your help

Librarian: You're very welcome.

Librarian: Please log back on if you need more help, or other searches done.

Patron: most helpful indeed have a nice day if its daytime there

Librarian: It is! A bit cloudy but you understand that :)) Have a wonderful time on your adventure! Bye for now.

Patron: bye for now

While this isn’t typically the type of question asked at the library, a virtual service may receive a wider range of requests.  Public libraries especially seek to engage with their community and establish relevance – and to be a trusted partner in a crowded world of information is a nice place to be!

Comments about this or any quality issue? Post your comments or email me at mcglames@oclc.org

Quality Tip: Class assignment? Consult the Policy Page!

An often overlooked field in the policy pages is “Assignments”: this is where librarians can provide tips or links to popular or recurring assignments. 

For example, Highline Community College in Seattle has provided these tips under Assignments:

Current English assignment questions. You can copy and paste these to respond, as needed:

·  Famous librarians: you can use a search engine for this, like Google, Yahoo or Bing. I suggest searching on the phrase “most famous librarian”.

·  For Individual Quiet Study: The whole fourth floor is designated as a quiet study area.

·  For Study Rooms: Study rooms [Note which floor has these rooms.]

·  Opposing Sources: we have two databases that feature controversial issues, please see our Search Databases page. Look at the list of most-used databases in the middle of the page. You can use Opposing Viewpoints and CQ Researcher, in that order.

·  If you are having trouble finding something or using computers where should you go to ask for help? Reference

·  If an instructor has something on hold for students to view or use, where should students go within the library to get it? Here's a hint: Course Reserves.

Bryant & Stratton’s online campus has this information in their Assignments field:

Recurring assignments ("I need information on my career...") have institutional scripts you may use to answer them.
Here is info on the Career Assignment:
In addition to information in the Occupational Outlook handbook (http://www.bls.gov/oco/) and the Career Guide to Industries (http://www.bls.gov/oco/cg/home.htm), useful career information can be found in the Bryant & Stratton Virtual Library. After logging onto the Virtual Library, and select the menu item 'Career Planning'--the item 'Helpful Tools' contains links to useful web resources. The menu item ‘Program resources’ also contains useful material. The menu item ‘Research Databases' contains a link to the EbscoHost database 'Vocational & Career Information.' Another good source is the document "Career Resources Guide" available at http://vl.bryantstratton.edu/Portals/0/al_Careerwebsites_2010[1].pdf or on the Albany Campus VL page. State career information can be found at careeronestop at http://acinet.org Select "Occupation Information" then select "Occupation Profile" Locate your career & select your state. Also, try O*NET Online at http://online.onetcenter.org/

When students seem to be asking the same questions over and over, it may be based on an assignment – so head right over to the Assignments section of the policy page, and see what the Patron library suggests.  And, if your students have recurring assignments, do provide tips for the chatting librarians, to help them better respond and provide more effective assistance. 

Questions about Quality? Email me at mcglames@oclc.org or post a comment to this blog.

Quality Tip: check the “Info” tab for Patron Information

You can find out a lot about your patron, even before you click on the “Policies” link, by just looking at the “Info” tab – located in the lower left of the librarian chat monitor.

Some of the information available will depend on the form used by the patron to enter the service.  For example, Qwidget patrons may have less information captured because they do not need to fill out a form before chatting.  For those who enter via the library’s chat form, the “info” tab presents all the information provided by the patron, which may help you determine the library, and even the branch, with which the patron is affiliated.  IMPORTANT: be sure and scroll down, as all information from the library form fields, as well as Oregon patron email information, is located at the bottom of the patron info tab!

Information from library chat forms is especially useful when patrons access the service via a portal site not affiliated with a specific library, which is often the case for groups where multiple libraries link to the same chat form.  For example, Enquire – the UK national service, comprised of many different libraries – has one main site, which links to the generic Enquire policy page. But, Enquire patrons are requested to submit the first 3 digits of their postcode, which will appear in the “info” tab (if patrons don’t opt to be anonymous).

Our newest group, Oregon, doesn’t use standard QuestionPoint forms, so be sure and check the “info” tab for important information about Oregon patrons, including whether or not the patron left an email (you won’t see the email itself, but you will see an indication as to whether patron left an email on the Oregon form).  CAVEAT: with Oregon forms, all patrons will appear to QP as anonymous (so in the first part of the Info tab you will see “Library Patron (No e-mail provided)”. But, be sure and scroll down to the “note” field, which is the true determinant of whether patron has left an email. You won’t see the email address itself, but you will be able to see whether an email was submitted. If in doubt, it’s ok to ask the patron to verify their email address before coding Follow Up!

Questions about the 24/7 Reference Cooperative policies? Email Susan at mcglames@oclc.org

Quality tip: Rude patrons? Follow the Rude Patron policy

Just in time for the start of the school year, we’ve revised the Rude Patrons policy to provide more guidance when dealing with the pranksters, the rude, the obscene and the abusive. The new policy is available in the 24/7 Policies section 4.5.1,  Rude Patrons policy.

The revised rude patron policy takes a look at 4 types of “rude” behavior: 

• Pranksters/goofing
• Impatience
• Rude behavior/obscene language
• Abuse/personal attacks

For each of the 4 behaviors, we provide guidelines and examples. In addition, we’ve added a Policy of Mutual Respect, which you can reference in those cases where the patron’s library does not have its own policy.

Do the policies work?  Here’s an example where the patron made a lewd suggestion to the chatting librarian at the beginning of the session.   According to the policy for “rude behavior/obscene language: Obscenity is never okay. Librarian should: set boundaries

Guidelines:

• First warn the patron that the behavior is unacceptable and that the session will be ended if that behavior continues.
• If patron’s bad behavior continues, then disconnect.

Here is what happened when the librarian followed this policy:

Patron: i need help with my library card
Librarian: Hello, <patron’s name> !
Librarian: My name is Pat. I am a librarian who is helping to answer questions for your library. I am reading what you wrote to see how I can help you...what seems to be the matter?
Patron: i need someone to [patron makes lewd suggestion]
Librarian: At this time I must warn you that if you would like to continue in this chat session, that type of language is considered unacceptable. Would you like to continue without using that type of language?
Patron: sure
Patron: hi
Librarian: Hi, how may I help you with your library card?
Patron: i need to activate it but when can i come
Librarian: Let me see what I can find...
Patron: ok
Librarian: Do you mean when can you visit the library during business hours?
Patron: yea like when can i activate it? can i do it online
[Librarian sends information from policy page regarding activating library cards, as well as branch location and hours]
Librarian: Can I help you with anything else?
Patron: no thank you so much
Patron: bye
Librarian: Thanks for using our service! If you need help with anything else, just contact us again. Goodbye for now.

When your patrons send messages containing obscene language, first warn that this behavior is unacceptable.  The warning may stop the offending behavior and allow you to provide good service, as in the session above.  However if this patron had continued to use obscenities, then end the session.  Librarians have enough to deal with as it is, and we don’t want to condone bad behavior from our patrons!

Questions about the new rude patron policy? Just send me an email at mcglames@oclc.org

Quality Tip: Helping visually challenged patrons

A few weeks ago, a patron began sessions by asking the chatting librarian to type all responses in capital letters.  Rather than entering a question in the question form, he wrote a variation of: “PUT CAPS ON”, “ I NEED CAPS FROM YOU” or “I NEED CAPS LOCK FROM YOU”.  Apparently, when the chatting librarian types using all capital letters, it is easier for this patron to see the text.  Here is a sample session from this patron:

Patron: I NEED CAPS LOCK FROM YOU

Librarian sends greeting

Librarian: how may I help you

Patron: ITS AT THE TOP

Librarian: you appear to be using caps lock

Librarian: that is why I am asking

Patron: YEP I NEED YOU TO USEUM TO

Librarian: I am sorry but I am working with three of you

Librarian: so cannot switch to caps lock

Librarian: is there anything else that you need

Patron: WHY CAINT YOU USE CAPS?

Librarian: because then I would be using them for all three people

Librarian: and caps is considered shouting

Patron: NO ITS NOT IM VISUALLY IMPAIRED

Librarian continues the session with capital letters

Although it may be uncomfortable to type in all caps with a patron (as the librarian above stated, it is commonly perceived as shouting), it may work better for some patrons.  But, don’t use caps unless specifically requested to by the patron, as for most it really does imply shouting!

The QuestionPoint patron interface does provide some assistance for the visually impaired.  If you suspect a patron may need assistance, direct them to the “Preferences” link, which appears just under their chat entry box. Patrons can use Preferences to do the following:

• Turn off or on the chime that sounds when new messages are received
• Enlarge the font size.
• Change the font face.
• Change the font and background colors

However, some patrons may prefer caps lock to the options available through Preferences.  Either way, you can help make chat more accessible to visually challenged patrons.

Quality Tip: ask patron for library card info? not necessarily!

The 24/7 Reference Cooperative respects the privacy of our patrons, and we don’t want to ask for personal information (which is captured in the transcript) unless this information is required to fulfil the patron’s information need.  One area where patron privacy may conflict with helping the patron is asking the patron to reveal his library card (or barcode) number.  The Cooperative Policy states: "Librarians may ask patrons for patron's library card/barcode number and PIN/password during a chat session if this will assist in providing good service to the patron."  See section 4.6 of the Policies, Patron Privacy: Patron Privacy

However, please be sure this is necessary before taking this step! In the example below, the librarian may not have needed this information.

Patron: Do I have a book in that I placed on hold? The Book Thief by Marcus Zuak
Librarian sends greeting
Librarian:    I would need your library card and PIN number to try to look for you.
Patron provides library card number
Librarian:     I am not able to log in with those numbers.  Can you please verify them?
Librarian:  Your library has that book, but I am unable to place a hold on it with the card number you provided.
Librarian:     Thank you for using our reference chat service. Feel free to check back with us if you have additional questions later. It has been a pleasure to help you. Goodbye.

In this case, the librarian didn't really determine if the library card number was useful; there was no reference conversation.  This could have played out in various ways, depending on what the issue really is.  For example:

Scenario #1: Patron doesn't know how to check their online account

Patron: Do I have a book in that I placed on hold? The Book Thief by Marcus Zuak

Librarian: Have you checked your account yet?  Do you know how to do that online?

Patron: How do you do that?

Then the librarian could describe how to do it/what to click on - no need to actually ask for patron’s library card information to do this.

Scenario #2: Patron can't get into the online account

Patron: Do I have a book in that I placed on hold? The Book Thief by Marcus Zuak

Librarian: Have you checked your account yet?  Do you know how to do that online?

Patron: yes, but I can't get in

The librarian can try troubleshooting tips, such as assisting the patron with PIN information (based on the PIN guidelines available through the  library policy page).  There is no need to get the patron's actual library card number.

Scenario #3: Patron is in the online account but is confused

Patron: Do I have a book in that I placed on hold? The Book Thief by Marcus Zuak

Librarian: Have you checked your account yet?  Do you know how to do that online?

Patron: Yes, I am in there but I don't know where to look, can you check for me?

Librarian: I would be happy to look at your account, but you should be aware that there is a very small chance that your card privacy could be compromised if you give your login information to me via chat. For added protection, please change your PIN number after we end the call. Would you like to continue, or would you rather contact the library directly?

Remember to use the reference conversation to ascertain what the patron needs, and what is blocking the patron from achieving his goal.  The reference conversation will guide you in providing more targeted help, while respecting the patron’s online privacy to the extent possible.