Remote

From SLNSW

Remote reference demands special skills.

Contents 1 What are the differences when you can't see or hear the patron? 2 Keeping the client informed and comfortable in the virtual world

What are the differences when you can't see or hear the patron?

Although remote, or virtual, reference requires many of the same interviewing skills you have learned in this module the physical requirements and the nature of the online environment will require mastering the skills of interviewing with remote services technology.

These are the features of different communications.

Face to face:

• Communicating is direct. The patron sees and hears you.
• Visual cues give you information.
• Silence is ok if the patron can see what you're doing.
• Managing the time you spend with each patron is based on seeing other users waiting.
• Responsibility for follow-up can be transferred to the patron.
• Process is sequential as you go through the reference interview process.

Chat environment:

• Communicating is complex as you manipulate software, and keying is slower than speaking.
• There are no visual cues to give you information about the patron or the patron's response to the dialogue.
• Silence is not ok. The patron can't see what you are doing for them.
• Managing the time spent with patrons requires extra steps, requiring looking at the patron list and patrons being informed of wait times.
• The staff need to be proactive in following-up on transactions and knowing when to place the responsibility of follow-up on the patron.
• Multitasking is required for conversation, software, keying and sending while searching or waiting for patron response.
• You may not be serving your primary clientele.

Keeping the client informed and comfortable in the virtual world

The reference process, whether remote or face-to-face, requires putting your patrons at ease and keeping them informed.

Some specific tips for remote services;

• be friendly
• include an explanation of your search process or strategy in your responses when possible
• send non-scripted information in small pieces not large paragraphs to help communication and reduce delay time
• try to let the patron know what you are doing approximately every minute - so that the patron does not feel abandoned
• if you must be away from the transaction send something for the patron to review or read until you return
• try to strike a balance between speed and professionalism while adapting to the patron's comfort level with the software
• use correct spelling, grammar, punctuation & capitalization
• fully cite all resources quoted or used in responses

and a few more;

• type like you talk - in a conversational manner
• use the patron's name
• avoid yes / no responses - yes / no's can be interpreted as cold and unfriendly just as in face-to-face reference
• clarify confusing terminology and avoid excessive jargon
• use terminology that is understandable to the patron

These suggested model behaviours for remote services have been added to the Model Behaviours checklist in Module 3.