24/7 Reference Collaborative Polices and Procedures
1. Mission
2. Governance
3. Scope of Service
3.1 Service Description
3.2 General Guidelines
3.3 Academic vs Public library patrons
3.4 Circulation questions: Use Library Policy Page
3.5 Periodical questions
3.6 ILL/Books not found at the library
3.7 Citation Verification
3.8 Information NOT covered in this service
4. Performance Standards
4.1 General Chat Guidelines
4.2 Reference Interview
4.3 Reference Practices
4.4 Ending the session
4.5 Types of Patrons
4.6 Patron privacy
5. Follow Up/Referral
5.1 Ask Patron for Deadline
5.2 Follow-Up
6. Quality and Evaluation
6.1 Review of Session Transcripts and Patron Survey Responses
6.2 Feedback from Patrons: Complaints
7. Administration
7.1 24/7 Cooperative Liaison
7.2 Staffing the Service
7.3 Resources available to the Cooperative
7.4 Librarian Screen Names
1. Mission
The mission of the 24/7 Reference Cooperative (the "Cooperative") is to provide high-quality information to the communities served by the cooperative network of member libraries (the "Members") in the most efficient manner possible.
2. Governance
All libraries who participate in the Cooperative agree to abide by these 24/7 Reference Collaborative Policies and Procedures (the "Policies"). These Policies are established by the 24/7 Reference Advisory Board (the "Board") and shall be revised by the Board as needed.
Each Member is required to contribute a certain number of librarian hours to staffing the 24/7 Reference Cooperative Service (the "Service"), as determined by the Member's FTE or population served. Academic library Members will contribute staffing to the Academic Cooperative, and public library Members will contribute staffing to the Public Cooperative. Members are encouraged to staff their local service for as many additional hours as possible.
3. Scope of Service
The Service provides online reference assistance to the primary clientele of the participating Members 24 hours a day, 7 days a week.
3.1 Service Description
The Service consists of two parts: immediate online service to the patron, and Follow Up. When online with a patron, the librarians staffing the Service shall provide responsive assistance to patron requests. For questions that are not readily answered online, or if a question could be better answered by email, handle the question as a Follow Up (see Section 5 on Follow Up). This will ensure that the patron will get a more complete answer to his request. Most patrons will accept call-backs or email responses if this provides a more satisfactory answer.
3.2 General Guidelines
If the transaction cannot be completed live, use the follow up procedures (Section 5) and use the resolution code "Follow Up". Sessions should not be coded as "Answered" if the librarian can't find any information. If in fact no information can be found, handle the question as a follow up or referral. In the follow up email, detail the specific sources that were checked, as evidence and support for our claim that no information can be found.
Queries that require instruction (e.g. how to use a search engine to locate information or how to use the Library online catalog) are appropriate for this service.
Although 24/7 Reference does not provide in-depth research for patrons, it is appropriate to suggest resources and assist in their use. Refer patrons to their local library or to a referral partner (such as a subject expert) if extensive research assistance is requested.
Librarians may make virtual appointments with patrons to continue the instruction after the librarian's shift, or refer the session to the patron's local library for an instruction appointment (e.g., patron with limited computer skills wants to learn how to place Holds using the online catalog but the patron's lack of skill makes instruction very slow and other calls are waiting). See Section 5 for referral and follow-up procedures.
3.3 Academic vs Public library patrons
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. To best help academic students, start with the resources available to the students from their library, as set out in the library's policy page.
3.4 Circulation questions: Use Library Policy Page
This service is designed to answer reference questions, not assist with circulation inquiries. However, general circulation questions may be answered, as follows:
- Some circulation matters are addressed in the library’s Policy Page. To access the library policy page, see the training materials at http://questionpoint.org, specifically http://www.questionpoint.org/crs/html/help/en/ask/ask_flash_policies.html
- If possible, use the library's policy page to answer general questions pertaining to loan periods, late fees, placing a hold, etc. If the patron has a question about their individual library record, provide the contact information for their local library (using the information from the library's policy page). You can also code the question as Follow Up.
- Placing Holds: General information is in the library policy page. If the patron is unable to place the hold, direct them to contact their library (give them the phone number provided in the policy page). It's possible that there may be a problem with their library card, and they will need to speak to their library's circulation department.
- For any circulation policy or procedure that is not listed in the policy page, first check the library's web page to see if the information is available there. If not, check to see if a librarian from that library is online. If yes, transfer the call to that librarian. If no, give the patron the contact information for the circulation department of that library.
3.5 Periodical questions
3.5.1 If the patron requests a specific periodical article
- Conduct a reference interview to determine the patron's actual need (do they need a specific article or any articles on a given topic?). If a specific article, determine how much the patron knows about the article (periodical, author, date, etc.).
- Determine whether the article is available through an online database available at the patron's library (use the library policy page to determine library's database availability).
- Article is online: show the patron how to access the database and retrieve the article.
- Article is not online:
See if the library owns that periodical. Check the library catalog to see if the library owns the title or follow the procedures for checking periodical holdings as outlined in the library policy page.
Library owns the periodical: let the patron know he can obtain it from his library. Give the library's contact information to the patron.
Library does not own the periodical: refer the request to the patron's library (see Section 5), OR
Send the library's ILL policy to patron.
3.5.2 If the patron wants articles about a particular topic:
- Conduct a reference interview to clarify the question (see Reference Practices, Section 2)
- Show the patron how to locate articles on their topic using their library's resources (library's databases, etc.) Use the library's policy page for access to the library's resources.
3.6 ILL/Books not found at the library
If a patron wants a book that is not at his local library:
- Determine whether the library belongs to a local cooperative. Check the policy page under "Cooperative Arrangements/Delivery". It may be possible to search the catalogs of partner libraries — check the library policy page for details.
- If no local cooperative information is available, and the patron wants to find the item at a nearby local library, you can do an OCLC WorldCat search to determine if any local libraries have the book.
- In the alternative, inform the patron of his library's ILL policies, found in the library policy page, and code the question for Follow Up (section 5).
3.7 Citation Verification
Electronic indexes may be checked to help patrons verify citations if it can be done quickly. E.g.: The patron can provide the date of the article within a year or two and has the title of the periodical or has a name and wishes to know if anything was written on the subject within a particular year. Extensive checking may be treated as a follow up or must be done by the patron in the Library.
Verify Books:
Library of Congress: http://catalog.loc.gov/
Amazon: http://www.amazon.com
Verify articles:
Use a bibliographic database
Send to Follow Up
3.8 Information NOT covered in this service
Side effects/complications of drugs. Only the general description and/or indications may be sent. Use Medline Plus for general consumer health questions: http://medlineplus.gov/.
Specific answers to legal questions (e.g. How do I change my name?). Sections from state Codes may be sent but no attempt to interpret the Codes may be made. In addition, send the question to a law librarian, if available to that library group (either live or as a follow up).
Referrals to specific businesses, individuals, or services. This service is not an advertising agency. Send general community referral information or guides without making a specific recommendation.
Avoid interpreting materials - anything which requires your interpretation can lead to misunderstanding. An exception may be made for helping with routine questions involving etiquette, grammar, forms of address, etc. providing you are certain you fully understand the principles involved. In this case, you should be able to locate an example in an online almanac or similar resource.
Personal Opinions: as a general rule, it is not appropriate for librarians to give personal opinions or answer personal questions in a reference setting. Professional opinions, based on training and experience, of course, are appropriate, and should be cited as such.
4. Performance Standards
Patrons use the service in order to get high quality information advice from a qualified information professional. The same general principles that apply in traditional reference apply when providing reference service in the Cooperative. Librarians staffing the service should be approachable, demonstrate interest in the patron's question, practice reference interview techniques, and demonstrate effective searching techniques [adapted from the RUSA Guidelines].
4.1 General Chat Guidelines
Good communication skills are essential in virtual reference, especially since many of the communication options usually available in face-to-face or telephone reference (eye contact, tone of voice, visual cues on the patron's age or level of comprehension) are absent in a virtual environment. As in traditional reference, it is important for the librarian to be approachable to patrons: make the patron feel welcome and place them at ease. These general guidelines are designed to facilitate good communication between librarians and their patrons in a virtual service:
4.1.1 Greeting the patron:
- Calls should be answered as quickly as possible. Though it is not always possible, the goal is to keep patrons waiting no more than two minutes.
- As soon as you are in session with the patron, send the scripted greeting message. This will let the patron know that you are ready to help.
4.1.2 Multiple patrons
- If you are already helping one patron, do not immediately pick up another patron. Before picking up an additional patron, check to see if other librarians from the cooperative are available and not busy (click on the Librarians tab to see who's available and not busy). If others are available, give them a chance to pick up the patron.Follow the 24/7 Reference Best Practices guidelines regarding picking up patrons when their local librarian is online.
- Acknowledge all patrons that you pick up as soon as possible by sending a chat message.
If you already have one patron, and pick up a second patron, be sure and let the second patron know that you are active in another chat, but that you will be able to help them soon. Send a message such as the following:
“Hello! This is the reference librarian. I'm still helping the person who logged in before you, but let me get you started by asking you some questions.”
Once you send this scripted message, send a reference interview question.
- Ask as many reference interview questions of the second patron as possible. This will give you additional time to finish up the first session, and the second patron will remain involved and not feel abandoned. Also, this additional information will assist the librarians who follow up with the question, if follow up is needed.
- Do not give a time estimate of how long it will be before you will be able to work on the question, unless the patron asks. A typical session lasts approximately 15 minutes. If you feel that you will not be able to get to the 2nd patron's question for more than 5 minutes, try to transfer the session to another librarian in the collaborative group.
- Be very cautious if handling more than two actual transactions at one time; this easily results in confusion and mistakes in sending the wrong chat and/or sites to patrons.
4.1.3 General Session Guidelines
- Break up long responses into a few blocks (no more than 70 words per block)--this avoids long pauses and the patron can begin reading your response while you are completing it. On the other hand, try not to break your chat into too many discrete units, as this may be confusing or frustrating to the patron. A good rule of thumb is to send one or two sentences at a time.
- If you are going to be checking printed sources or taking a bit of time with the question, either provide patron w/ resource to look at, or offer them the option of follow-up via email.
4.1.4 Approachability
- Communicate in a receptive, cordial, and encouraging manner. Demonstrate a high level of interest in the patron's question. This generates a higher level of satisfaction among users.
- Type like you talk, in a conversational manner. Clarify confusing terminology and avoid excessive jargon. Use terminology that is understandable to the patron.
- Use spelling, grammar and capitalization appropriately. Never type in capital letters — this has the effect of shouting at the patron.
- Use the client's name and ask them questions when appropriate.
- Show professional courtesy and respect when answering questions. Maintain objectivity and do not interject value judgments about subject matter or the nature of the question into the transaction.
- Avoid yes/no responses. Yes/no's can be interpreted as cold and unfriendly, just as in face-to-face reference.
4.2 Reference Interview
The reference interview is crucial to the success of the session. The librarian must be effective in identifying the patron's information needs and must do so in a manner that keeps patrons at ease. Strong listening and questioning skills are necessary for a positive interaction.
4.2.1. Clarifying the Patron's Request
4.3 Reference Practices
As professional librarians, we provide quality information that meets certain criteria. Since the patron is contacting us remotely, try to send as many of these materials during the session as possible, using web page push or collaborative browsing (if the patron is not able to view pages when they are pushed, initiating the co-browse function often fixes the problem).
4.3.1 Sources to use
- Use Web or other online resources whenever possible.
24/7 Reference is designed for online resources. Online databases and Web sites are always the primary resource used for 24/7 Reference. It may be necessary to enter data or to copy and paste excerpts of information into the chat box to answer a question but data entry should be kept to a minimum and used only when absolutely necessary.
Web search engines such as Google and Yahoo! are excellent when tracking down specific information. Be sure and keep up on the most effective ways to use these search engines. When searching for general information about a topic, however, information from library resources (including the Librarians' Index to the Internet – http://www.lii.org – or proprietary databases), may be more targeted and contain better quality of resources.
If the patron is a student and comes in through an academic queue, always start by showing the student the resources available through their library, for instance the links to the library's proprietary databases, and guides prepared by the library on doing research by subject area. This information can be located on the library's policy page.
- Proprietary Databases
patron's library to answer a question. Refer to the library's policy page for access to the library's databases.
- Print Sources
If there is no online resource to answer the question but the answer can be found in a print source, then either:
- Refer the patron to a book located in the patron's library, if you know the answer can be found in this print source, or
- Treat the request as a Follow Up (see Section 5).
4.3.2 Quality of Resources
- Be sure the web sites you send match the 5 criteria for:
- Accuracy
- Authority
- Objectivity
- Currency
- Coverage
- Always cite the source of the information pushed to the patron if the source is not readily apparent on the online database or Web page. If you have specialized knowledge about the topic and answer the question based on your expertise, then specifically cite yourself as the source.
- If you are unable to locate an authoritative answer to a question in a timely fashion, then handle the question as a Follow Up (see Section 5).
- Authoritative medical, legal, and consumer report information pages may be pushed to patrons but librarians must make it clear that the Library does not verify the accuracy of the information. The caveat about the accuracy of Web sites applies to all Web sites the librarian suggests.
4.3.3 Search Strategies and Information Literacy
- Construct a competent and complete search strategy. Select search terms that are most related to the request. Verify spelling and other possible factual errors. Identify sources appropriate to the patron's need.
- When searching for something, explain what sources you're consulting and what terms you're using for a database query. An effective reference interaction should include the patron!
- When offering information that may answer the question, request feedback from the patron (i.e. Is this information helpful to you?). Work with the patron to narrow or broaden the search when too little or too much is found.
4.4 Ending the session
- Ask the patron if their questions have been completely answered, or if they need help with anything else.
- If the patron indicates more information is needed, refer the question appropriately (back to local library or to subject expert, according to Follow Up guidelines).
- Suggest the patron visit or call the library when appropriate.
4.5 Types of Patrons
4.5.1 Rude patrons
On occasion patrons are mischievous and intentionally provocative. However, in some cases, a patron who seems rude or offensive to the librarian does not intend to offend. People express themselves in different ways, and what is offensive to some may be a common mode of communication to others. A patron who seems incoherent isn’t necessarily being rude; children, ESL patrons, and patrons with communication challenges might chat with a different sentence structure. In other cases, a patron may be frustrated about having to wait for an answer, or his previous session did not go well. Similarly, a patron who logs in multiple times is not necessarily rude: he may not have gotten the answer he was seeking the first time.
In all of these cases, it is important to provide professional level reference assistance to those who seek it. If the patron is asking a reference question, then the librarian should assist the patron in a professional manner. Use the reference interview to help clarify the intent of the question. Try to engage the patron with positively phrased statements, such as: “I can help you find information online; what kind of information do you need?”
However, librarians do not have to communicate with patrons whose language or behavior is offensive, abusive, or insulting, including communication of a sexual or too personal nature. If this occurs, first warn the patron that this behavior is not acceptable.Remind them that this is a library reference service, and that if their behavior continues then you will have to disconnect. This should be phrased positively rather than negatively, such as: “I would appreciate it if you didn't use that kind of language if we are going to continue” rather than “we don't tolerate that kind of language”. Use your professional judgment to determine when patrons are simply being rude, or when their behavior is unacceptable.
If the offensive behavior persists, then send the patron a message stating, in essence, "This is a library reference service. When you have a reference question, we will be glad to help you. Goodbye." Then disconnect.
Following are examples of varying levels of rude and offensive patron behavior, with suggested librarian responses:
Mildly rude behavior : diffuse
Patron: Hurry up!
Librarian: It is going to take me a little longer. If you don't have time to wait, I can take your e-mail address and someone will get back to you later.
Patron: What's your name?
Librarian: My name is Jane. You were saying you had looked in Google - what search words did you use?
Rude behavior : set boundaries
Patron: Hurry the f**k up!
Librarian: Please don't use that language. It is going to take me a little longer. If you don't have time to wait, I can take your e-mail address and someone will get back to you later.
Patron: I want to kiss you.
Librarian: Patron, we are a library service. Let's try to focus on finding those
articles on the health benefits of frog legs.
Repeated rude behavior : disconnect
Patron: Hurry the f**k up!
Librarian: Please don't use that language. It is going to take me a little longer. If you don't have time to wait, I can take your e-mail address and someone will get back to you later.
Patron: f**k you!
Librarian: I am disconnecting. Please come back when you are willing to be polite.
Patron: I want to kiss you.
Librarian: Patron, we are a library service. Let's try to focus on finding those articles on the health benefits of frog legs.
Patron: let's focus on your lips, baby!
Librarian: I am disconnecting. Please come back when you are willing to be polite.
4.5.2. K-12 students
It is appropriate to guide students to resources that will help them with their homework, without actually doing the homework for the students (the same principles that apply in traditional reference). Many libraries have scripted messages specifically for homework help, which contain information on the homework services available at their library.
Many libraries subscribe to homework help assistance services, such as the Homework Help offered by Tutor.com. Check the scripted messages provided by the patron's library to see if this resource is available for referral.
If the K-12 student becomes rude or only asks nonsensical questions, follow the procedures for Rude Patrons, supra.
4.5.3 Suicidal patrons
- Conduct a reference interview. This should go a long way to establishing exactly what the patron needs. There are several ways to handle this, depending on how the question is asked.
- Check whether this is for a class assignment. Many teens choose this as a topic for a social issues assignment. Make sure you understand if this is the case. We already have a script for this in the Reference Interview Topic.
- If it isn't a class project, or their response indicates that they themselves may be considering suicide, ask an open ended question such as "How would you like me to help you with that?". This should give you some idea of the patron's expectations and allow you to start sending information that may be helpful. For instance, if they say they just want to talk, you can respond with hotlines that specialize in this area. It may be worth asking the patron how they connected to us and why they thought we might be helpful with this type of problem. This may help you figure out where they really need to be.
- Try not to get overly involved. We are not counselors and we aren't trained to handle mental health questions, but we also don't want to disengage completely if someone is in trouble. This is a very fine line to walk, but if you ask professional questions, as opposed to personal ones, and you don't give advice, just resources, you should be fine.
4.6 Patron privacy
5. Follow Up/Referral
The librarian is responsible for determining if the patron is satisfied with the results of the search, and is also responsible for referring the patron to other sources, even when those sources are not available in the local library. Questions which are not readily answered with quality resources during the online session will be handled as either Follow Up or Referral.
5.1 Ask Patron for Deadline
- Inform the patron that a librarian will be getting back to him via email. Ask the patron how soon he needs the information. If a request is referred to Follow Up, there may be a delay of several days.
- If the question may be forwarded to consortial partners outside of the patron's own library, such as a subject expert, inform the patron that this may be the case.
5.2 Follow-Up
Questions that cannot be fully answered online should be answered by the patron's library. This includes questions that relate to material specific to that library or library jurisdiction, such as local history, or questions concerning a patron's circulation record.
- First check to see if a librarian from the patron's library is online by clicking the Librarian tab in the chat monitor, or by checking the Chat Monitoring tool.
- Send an IM message to the patron’s local librarian to let the librarian know you will be transferring a patron. If the librarian agrees to the transfer, then use the Transfer function to send the patron to the librarian,
- If the patron's librarian is not online at the moment, or does not respond when you send him an IM, then tell the patron that someone will get back to him, and use the Follow Up by Patron Library resolution code. The local library will be able to pick up the transcript in their Question List.
- Each library will receive all sessions generated from their patrons sessions. Each library is responsible for following up on their patrons requests. The library (not the online librarian) will determine whether to answer the question locally or refer it to a subject expert available to that library or library group.
6. Quality and Evaluation
6.1 Review of Session Transcripts and Patron Survey Responses
In order to maintain the highest standards, each participating library is tasked with reviewing both the session transcripts and the survey responses from their library's patrons on a regular basis, at least once a week if not more frequently. Each library should designate at least one 24/7 supervisor for this purpose.
If a transcript demonstrates that these Policies have not been followed, or if there is any other issue with the transcript, then the library supervisor should follow either of these two steps to forward the transcript to the Quality Team.
- From the Ask Reports, click on the button "Send To Quality Control" when viewing the transcript, OR
- From your QuestionList, open the full view of the session. Using the "Refer To" box at the top of the transcript, select Subject Matter Expert from the pulldown list, then click the arrow key to the right. A list of Subject Matter Experts will appear—select Quality. You will then see a text box to enter your reasons for referral. When you are done, click on the Refer button at the bottom left. This will send the session to the Quality Team.
The quality control staff will then address the issue with the supervisor of the online librarian in question. Please include a brief note about why it is being forwarded, along with your name and email address.
6.2 Feedback from Patrons: Complaints
Either forward or refer all patron complaints to Quality, as specified above. Please include a brief note and your name and email address when forwarding.
7. Administration
7.1 24/7 Cooperative Liaison
Each library or library group that participates in the Cooperative should identify at least one supervisor to act as a liaison between the library and the Cooperative. The supervisor will be the contact for scheduling, quality control, and other issues germane to the Cooperative.
7.2 Staffing the Service
To the extent possible, each Member will staff the Service with library staff who are adept at using the software and providing excellent reference service.
Supervisors will assure that staff is well-trained, that proper reference procedures are followed (as set out in this Policy document), and that the staffing schedule is maintained.
7.3 Resources available to the Cooperative
Each Member shall be responsible for assuring that the Cooperative has adequate information available about the library to facilitate providing reference service for the library's community. This includes maintaining an up-to-date policy page and developing scripted messages that will assist Cooperative librarians in answering questions from the Member's clientele.
7.4 Librarian Screen Names
The librarian’s screen name identifies the librarian, thus communicating to the patron who they are talking to. The screen name should contain a personal name (it does not have to be the librarian’s actual name) so that the patron will know he is talking to an actual individual (a person and not an automated system). The screen name should also contain a fairly understandable affiliation so that the patron will be aware that the librarian is not their local librarian. Abbreviations in general should be avoided since they may be unintelligible to the patron and cause confusion.
Examples:
| Public Library screen names |
Academic Library screen names |
| Andover MA Librarian Jane |
Acme College librarian Stephen |
| Andover PL, Jane |
Acme College, Stephen |
| |
Stephen at Acme College |
