LibChat Practices and Procedures

I. Best Practices

A. Pre-Chat/Post-Chat

• Login, Status, Sign Off

B. During Your Chat

• Beginning, Middle, and End Stages of Chat

C. Special Circumstances

• When to Transfer, Patron in Crisis, Difficult Patrons

II. Chat Settings

A. Definitions

• Definitions of LibChat-specific terms

B. Shift Settings

• Procedures for Logging In, Checking and Changing Status, Logging Out

C. Features and Statistics

• Procedures for Recording Statistics, Canned Messages, Creating a Ticket, Closing a Ticket

III. Chatting

A. Chatting With Staff

• Procedures for Internal Chats, Transferring a Chat

B. Chatting With Patrons

• Procedures for Answering a Chat, Ending a Chat, Screensharing in Chat