Chat Transcript Analysis Exercise

In class on 11/5, we did a personal activity where we read through actual chat transcripts of people asking real librarians questions. This was recommended by our readings and by a panel of my peers as a great way to learn about the "dos and don'ts" of online reference.

Without getting into great detail, here are the top tricks of the trade you need to know:

• Follow the patron's lead. If they are casual, go casual. If they are formal, go formal. Match your level of formality, language, even use of caps lock to theirs. Let them set the tone.
  
• Though it seems unprofessional, emoticons really are one of the only ways you can show friendliness and enthusiasm. Use them to replace nonverbal signs like a smile or seeming interested while listening.
• Answer their dang question! Give them the help they need! That's why they came to ask you! We read a transcript in class where the librarian was jerky, condescending and never would actually answer the person's question. See my last post for my feelings on that. Why be a librarian if you don't get a kick out of being nice and helping people with their information needs? Jeez.