HIN Chat Reference Service Check-in

A few take home points from the check-in meetings:

• HSL Ref Desk will now always cover the HIN Chat Reference queue as a back up to the first to respond KC. You don't need to ask them to monitor the queue or request a back up during breaks
• Make sure you get a guest ID and ID yourself at the beginning of a conversation, e.g.
  

  Hello, this is Kathryn at PLC, can I please get your name and AHS site? ... Thanks, How can I help you?

• Please send out the exit survey to HIN Chat reference clients: http://www.surveymonkey.com/s/Z2WCXXZ
• Feel free to make use of referrals to meet the clients needs. If you feel like a patron is taking a long time to respond via chat, see if they would feel more comfortable finishing the transaction over phone or email. If you are really busy at your site with in person, phone or chat reference feel free to let someone else pick up the call or transfer the call to someone else that is online.
• We'll continue to post ongoing discussion points about Chat Reference to this blog. Feel free to join the conversation. And if any one has Chat Reference tips please post these too.
• The Check-in presentation (with some stats) is on the shared drive at: R:\Knowledge-Centers\Workteam - Reference\Chat Reference\Presentations
• We are doing a really great job on Chat! Patron feedback has been fantastic. I leave you with this quote from a grateful patron:
  

  “...this is a great service. i just wish everyone knew about it. However, i am afraid that if everyone did, your volumes would go through the roof. Cheers!”