In this tutorial you will learn: What to expect and what will be expected of you; How to use the Answerland software to chat with patrons; Best practices for chatting with patrons; Where to go for more information and help.
A tutorial developed by Niche Academy. A nice way to review the fundamentals of chat reference. Most relevant sections: "Parts of the Reference Interview," "Customer Service Skills" (from "Being human" through "Break it down"), and "The Language of Chat." Ignore the sections "Keep It Short" and "Making a Referral" because they don't correspond with Answerland's guidelines. Please note, the Assessment functions aren't enabled.