QP scripted messages provide an opportunity for libraries to send direct messages to their patrons – even when the chatting librarian is from another library. For example, NYPL has a scripted message for how to cancel a hold. Ask Here PA has a script for class visits. There are many other examples, but various libraries have created scripted messages for use with their patrons, which you can find in the chat monitor:
Of course the library’s policy page is the main source of information about your library, and all Coop librarians should consult the library’s policy page when answering questions about the library’s resources or policies. All libraries in the 24/7 Reference Cooperative are required to maintain a policy page, but scripted messages are left to individual library discretion – some may have a few scripted messages, some may have many, and some may have none. As a result, many chatting librarians do not check the scripted messages when dealing with a non-local patron.
If you’d like to highlight any of your scripted messages, do mention your scripts in the appropriate section of your policy page. A great example of this is Fort Vancouver Regional Library in Washington (state). There’s a nice statement in the eBook section of the FVRL policy page that:
FVRL does have downloadable eBooks available to patrons through OverDrive and Axis360 platforms and downloadable audiobooks from OneClickDigital at http://bit.ly/FVRLeBooks.
Please note we have scripts for questions about eBooks, eReaders, and Kindle. Look for e.eBook Response, e.eReader Response, or e.Kindle Response.
Why we love this:
- The note that scripted messages are available on the topic of eBooks is included with the policy page information on eBooks (i.e. in the eBooks field of the policy page field) as well as in the alerts. This is much better than just a general message in the Alerts section to “check our scripted messages”
- FVRL provides clues on how to find the appropriate script by providing the script title, making it easier to scroll through the scripted messages to find the appropriate scripts
- The note about scripts is in red typeface, making it stand out.
If you have scripted messages that you’d like the Coop librarians to use, follow the lead of Fort Vancouver Regional Library and provide information about any pertinent scripts, in the policy page field where librarians would likely be seeking that information. And include the name of your script(s), especially if you have several.
Thanks to Fort Vancouver for this innovative approach to scripts and policy pages!
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