Library Employee Resources: Chat Reference

You want patrons to tell you in their own words what it is they want. You want to avoid putting words in their mouth.

• What kind of information on ___ are you looking for?
• Would you tell me more about ___?
• Is there something specific about ___ that you would like to know?
• What would you like to know about __?
• Can you give me an example?

Global Chat Shifts

• Monday 9-10am PT
• Tuesday 11am-12noon PT
• Wednesday 2-3pm PT
• Thursday 4-5pm PT

Documentation

• Monitoring a co-op and answering chats
• Steps for answering chats on behalf of another library (24/7 Co-Op)
• Springshare 24/7 Reference Cooperative Policies & Procedures (This is more of a reference document that you can consult if you need help with a specific type of situation, but it's good to skim through it so you know what is there in case you'd like to look at it again later.)

LibStaffer, our Cooperative Scheduling Tool

Your account has been activated with LibStaffer functionality. You should have received a system-generated email about LibStaffer, but basically this is all you need to do:

When you connect to LibChat to toggle your Global Cooperative setting to Online, you should see a link to LibStaffer on your LibChat dashboard. If you are prompted for credentials when you click that link, you can use your current LibAnswers password to log into the 24/7 Cooperative Schedule.

This link is used for:

• Clocking in/out at the beginning/end of a scheduled Cooperative shift
• Viewing information about current repeat patrons
• Dropping a shift you can't work
• Taking a replacement shift
• Using the Workflow Forms for specific situations (see the Message Wall on the right-hand sidebar of the Dashboard for instructions)

If you need to access LibStaffer outside of chat, you can do so directly by going to https://247cooperative.libstaffer.com/admin/home.

Dropping a Shift:

log in to LibStaffer like you’re going to clock in for a shift, there is the option to drop a shift: