We had a Reference Dept. discussion I wanted to share with all desk staff in terms of going the extra mile with reference service. I consider that this level of service should be our expected standard - and there are lots of examples of this. Here are a couple - walking with a patron to the Reading Room and helping them find a call number, calling 6Tech for them to help resolve a problem, going to the basement with people and making sure they know that we all think it is confusing down there! Asking questions to make sure we understand what people need and whether the information we've provided is understood is another element of going the extra mile - and being friendly and approachable. Now here's a challenge and let's have it last until Valentine's Day. If you observe someone else providing really great service at the desk or through chat or phone, share that via this blog. Be specific - we may all get some great ideas for improving our own interactions!
And I'm putting several recent examples of chat interactions that I think demonstrate great service. I'm including chat because these are easy to find and copy, but these ideas apply to all reference service. You may recognize yourself, although I've stripped out identifying info, except in the case of iminerva. Some of the things I like about these are asking questions, getting emails for followup, signing off by checking to see if we've answered the questions by using a variation of "anything else?"
RECENT CHATS that went the extra mile (if the line starts with Lib, comes from the library)
Lib - okay, so something a little broader would work?
Patron - Awesome! Thanks for your help!
Lib - sure! I can hang out if you want to try searching and see what you come up with
Patron - was going to ask you how many books we can check out at once
Lib - are you really ready to know? – (and this chat continued with a little joking as the number 300 was revealed and the person expressed amazement – also good because questions were asked about the status of the person asking the question)
Alright, thanks so much for your help!
iMinerva@libraryh3lp.com No problem! Can I do anything else for you?
iMinerva@libraryh3lp.com Does this look like what you are needing?
Lib - Does that work? Can I help with anything else?
No that's all I need to know thank you
Lib - If there is anything else you need or if you have problems with anything please let me know
LIB - try this link
guest840792@libraryh3lp.com alright, I'll look around that website for something
guest840792@libraryh3lp.com Thank you!
iMinerva@libraryh3lp.com okay i will also keep looking if you would like to leave your e-mail I can send you anything I may find later
Lib you can request an article through Interlibrary loan. Do you know how to do this?
12:34 guest838755@libraryh3lp.com no
12:34 iminerva@libraryh3lp.com ok
12:34 iminerva@libraryh3lp.com go to ... (followed by link and instructions)
FROM Mary
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