[Virtual_reference] Quality Control Reminders

Tobias, Christine tobiasc at mail.lib.msu.edu
Mon Nov 21 15:00:50 EST 2011


I hope the semester is treating you well. I have some quality control reminders to share...

1)      QuestionPoint Quality Control asks us to please refrain from referring to the virtual reference service as "Research Help  Now" or "RHN" when assisting patrons from non-RHN institutions. This can be confusing as there are many cooperatives participating in QuestionPoint's 24/7 service and each has a unique name. To avoid confusion when helping non-RHN patrons, please use generic scripts in greeting and closing.

For example, a greeting script could be "Hello! I'm [your first name], a librarian at [your institution]. Although I'm not from your institution, I can assist you when your librarians are not available." A closing script could be "Thank you for using our chat reference service! Please feel free to contact us again if you need additional assistance." VR Managers: Please let me know if you notice non-RHN librarians using the name of their cooperative service when answering questions from RHN patrons.

2)      Please feel free to mark a question for "Follow Up by Patron's Library," especially for questions that could benefit from the assistance of a subject specialist. Also, if you are unsure about whether or not you've provided a complete and/or correct answer, it is best to ask for follow up.

3)      Remember to refer to the institution's Policies page for local/institution-specific information that may not be prominently displayed on the library's website. VR Managers: The latest release of QuestionPoint provides additional fields to the Policies page. Please check your Policies page and update as necessary.

Please let me know if  you have any questions or concerns.


Christine Tobias
Reference and Technology Librarian
Liaison to James Madison College
Michigan State University Libraries
100 Library
East Lansing, MI 48824-1048
tobiasc at msu.edu<mailto:tobiasc at msu.edu>
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