Ask Us 24/7

Ask Us 24/7 Tutorial

Lesson 3

Chat Reference Skills & Quality Control

In order to ensure that our patrons are receiving quality service, it is important for librarians to be aware of the regional and nationwide policies on quality control.

One significant aspect of quality control is communication. It is our expectation that librarians will treat a virtual reference patron as they would any other, demonstrating professional reference etiquette during all sessions. However because this is a less formal transaction, we encourage our librarians to be familiar with and skilled in the use of emoticons and Instant Messaging short-cuts/abbreviations.

Please read the following documents and complete the activities to become familiar with our expectations for quality control and communication.

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