Ending a Session
Concluding the session with the patron
Before closing the chat, be sure to ask the patron if the question has been answered (“Does this completely answer your question?”) or if additional information is needed.
If the request cannot be adequately answered during the session, code the session for Follow Up (see Resolution Codes, below). Before coding Follow Up, verify the patron’s email address and deadline. It may take several days for the patron to get an answer back from the library. If the patron indicates that no additional information is needed, send the appropriate Goodbye script provided by the patron’s library. If no Goodbye script is available, thank the patron for using the service and encourage the patron to return.
If the request cannot be adequately answered during the session, code the session for Follow Up (see Resolution Codes, below). Before coding Follow Up, verify the patron’s email address and deadline. It may take several days for the patron to get an answer back from the library. If the patron indicates that no additional information is needed, send the appropriate Goodbye script provided by the patron’s library. If no Goodbye script is available, thank the patron for using the service and encourage the patron to return.
Ending a Session
A patron can end the chat session by clicking Exit Chat. If the patron goes to another screen or closes the chat window without clicking Exit Chat, the question will remain active until it is timed out by the system (1-2 minutes).
The librarian must end the chat session by clicking End Session in the chat monitor to remove it from their list of active sessions. After ending the session, you can:
The librarian must end the chat session by clicking End Session in the chat monitor to remove it from their list of active sessions. After ending the session, you can:
- Add a Librarian Note (optional--can only be seen by librarians viewing the transcript)
- Add a Patron Note (optional--visible to the patron when they receive the emailed transcript)
- Set the Resolution Code
- Set the Description Code (do not use unless chatting with a Fresno State student)
Resolution codes
- Answered: no additional information is needed by patron.
- Follow Up by Patron's Library: In most cases, use this code anytime followup is needed.
- Follow Up by Me: Only use this code if you (the chatting librarian) have information at hand which will thoroughly answer the question. When you use this code, you are responsible for the followup. Be sure to send the followup response through QuestionPoint, or add a note that followup has been done. Coop librarians should use the Follow Up by Patron's Library resolution code when dealing with non-local patrons rather than Follow Up by Me.
- Lost Call: If the patron never responds and does not have an email address. Do not use Lost Call if the patron left an email address; instead, use Follow Up by Patron's Library.
Below is a Resolution Codes guide created by Julie Strange, MD AskUsNow, that may be useful: