Ask Us 24/7

Ask Us 24/7 Tutorial

Lesson 6

Follow Up

In some cases follow up on a chat reference session is necessary. Follow up takes place after the session has ended, with the person or library responsibile for follow up indicated in the closing scripts.  There are three types of follow up possible:

  1. Follow up by the local library
    If you don't feel that you can answer a patron's question but feel the local library might be more helpful, you always have the option of sending your session as a follow up to the patron's local library. This can be due to a question that is too specific to the local library, or if you cannot access some of the resources the local library subscribes to. Makes sure you let the patron know that you can have their local library contact them at a later time if you feel there is a need for a follow up from the local library.
  2. Referral to subject experts
    Sometimes you will get a question that will require a subject specialist. In this case you can refer their question to a subject specialist that participates in the QuestionPoint service. Let the patron know that if the subject expert is not currently online, that you can forward their question to an expert who can contact them at a later time.
  3. Follow up by me
    If you can answer the patron's question, but require more time, you can always suggest to the patron the option of following up at a later time. This might be due to the session taking time, or if the patron may need to end the session before you have answered the question. If you choose to follow up, make sure you respond in a timely fashion.

Reading

Please review the Chat Follow Up and Referral Guide for more information about follow up and referral.

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