I fairly often review chat logs, particularly since we've been getting repeated questions - a couple of general suggestions from some things I've noticed.
I'm sure most of you are very aware that patrons fairly often mispell book titles, author names, have wrong dates, think something is a book when it's actually an article etc. and of course this applies to walk in patrons and email too. While I know it gets hectic on chat, if you find that we don't have a title with a quick catalog search, try a follow up question to verify that you have the information correct. If I don't find something by title, I often ask for author and search that way too, or verify that I'm searching a correct title through World Cat. And of course, using World Cat, you can also let someone know if a book is available in another local library if you do locate it. The new one search (Articles +) can be an effective way to search something if you have incomplete information.
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