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Library Studies: Customer Service

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Live Chat Etiquette for the Library

Many Libraries now have an online chat feature available for anyone to use. Consider the following points when assisiting someone over a live chat:
  • Greet the patron before trying to answer their question 
  • Read their question properly 
  • Do you understand their question?
  • Don't overuse canned messages
  • Proofread your responses: grammar, jargon, tone, conciseness
  • Ensure you don't leave too much time between messages
  • Before closing the chat, ask the patron if there is anything else you can help them with
  • Review any feedback the patron may have left
  • Place appropriate subject tags on the conversation transcript 

Email Etiquette for the Library

Working in any Library you will be required to communicate via email with colleagues and Library patrons. Consider the following points before hitting send: 
  • Clear subject line
  • Friendly greeting
  • Polite tone and concise content
  • Check any attachments
  • Proofread
  • Consider recipients - Do you need to 'reply all'?
  • Include an appropriate sign off and professional signature block