1. Login at the beginning of your shift or when you are available
2. Check the dashboard. There are often tickets that arrived overnight. They should receive a response as quickly as possible.
Follow these best practices for starting a chat with a patron.
Follow these best practices for the main part of the chat. This is the stage when you assist the patron with locating the information/sources they initially requested.
When you step away from chat, set your status to ‘Away’ so users know you are not currently available.
When you return, reset status.
We are piloting having some circulation staff from NW online so they can assist you with circulation specific questions. In order for them to see the questions and assist, you will need to transfer the user to that department, NW Circulation.
You can transfer chats and tickets (SMS, email): https://ask.springshare.com/libanswers/faq/1801
Follow these best practices for the concluding part of the chat. This is the stage when you have finished assisting the patron with locating the information/sources they initially requested.
For tickets (questions that have been submitted via e-mail), close the ticket when you have answered the patron’s question and do not expect them to follow up with you.
Before you sign off for the day, set your chat status is set to Offline.
Be sure you can recognize the difference between a question that is coming from chat, email, and SMS (text).
When you are signed in, the SMS messages come to the dashboard just like chats; however, they will have a mobile phone icon and be labeled SMS
This distinction is important because you want to reply differently to a text message, see below for more.
Some best practices when responding to text messages:
Please continue to use the macros to send the rating/comment survey when you close email and SMS tickets. To send the survey:
1. If the patron asks for assistance that another department should provide, transfer the chat to personnel from that department. Within the chat, include a warm hand off indicating that another person will entering the chat to address the question.
a. Ex: Citing resources (Reading/Writing Center), making an appointment with a tutor, help with assignment from a different campus, patron asks for staff from different campus, etc.
2. Faculty Support Tickets: https://libguides.tccd.edu/c.php?g=1019497&p=7410447
3. If faculty ask a question that is out of your area, refer them to someone from this directory: https://libguides.tccd.edu/c.php?g=1019497&p=7388213
4. If a patron asks for a circulation function that is beyond a regular renewal of an item or a due date question (e.g. lost/bill, account hold, etc.), gather the student name, TCC ID, item name, and any other pertinent information and email it to email@example.com. This will be send to all circulation managers and they will handle the issue.
1. If you believe a student is in crisis, fill out a CARE Team incident report: https://cm.maxient.com/reportingform.php?TarrantCCD
2. If it is clear that the patron is in crisis or looking for help with personal problems, refer them to your campus Counseling department (https://www.tccd.edu/services/support-services/counseling/counseling-contact/). You may also direct them to these resources:
3. Mental Health First Aid Action Plan (mentalhealthfirstaid.org/take-a-course/what-you-learn)