[Virtual_reference] Lost call vs Follow up

Tobias, Christine tobiasc at mail.lib.msu.edu
Tue Sep 18 12:03:04 EDT 2012


I hope everyone is doing well and the semester is off to a great start for you. Chat reference has been very busy and it can be an adjustment to get back in the full swing of things after a quiet summer, so I wanted to send out a reminder about using Resolution Codes, especially the difference between Follow Up by Patron's Library and Lost Call.

Lost Call should be used ONLY if 1) there is NO communication from the patron after the initial question AND 2) no email address has been provided by the patron. If BOTH of these conditions are NOT met, assign "Follow Up by Patron's Library" for the resolution code. When the resolution code, "Lost Call" is assigned, the question automatically goes into the institution's Closed list and may not get noticed by the VR manager. To help you discern the difference between resolution codes and determine which one to use, please use this Resolution Code Flow Chart: http://staff.lib.msu.edu/tobiasc/QuestionPoint/ResolutionCodeFlow.pdf. A complete explanation for using Resolution Codes is available on page 25 in Section 1 of the RHN_VR Training Manual (http://www.researchhelpnow.org/documents/RHN_VRTrainingManual_Section1_Final.pdf). If you ever have any questions about which resolution code to assign, please feel free to contact me.


Christine Tobias
User Experience and Reference Librarian
Library Liaison to James Madison College
Michigan State University Libraries
366 West Circle Drive
East Lansing, MI 48824
tobiasc at msu.edu<mailto:tobiasc at msu.edu>

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