1. ASK?AWAY USERS GROUP October 19, 2006 AGENDA Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives

2. $1,103,572 project funded by: –Institute of Museum and Library Services $684,996 grant –Rutgers, The State University of New Jersey and OCLC Online Computer Library Center $405,076 in kind contributions

3. Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non- User, and Librarian Perspectives Project duration 10/1/2005-9/30/2007 Four phases: I.Focus group interviews* II.Analysis of 1,000+ QuestionPoint transcripts III.600 online surveys* IV.300 telephone interviews* *Interviews & surveys with VRS users, non-users, & librarians

4. Librarian and User Facilitator Comparisons

5. Face-Work in Chat Reference Encounters Presented by Marie L. Radford and Lynn Silipigni Connaway Library Research Round Table June 24, 2006 ALA, New Orleans, Louisiana

6. Review of Behaviors Greeting Ritual –Scripted & Non-Scripted Rapport Building Deference – Showing Respect Compensation for Lack of NV Cues Closing Ritual –Scripted & Non-Scripted Source: Close Encounters of the Chat Kind: Interpersonal Communication in Virtual Reference

7. GREETINGS Thank customer for waiting. Use your own name. Inform customer that you are backing up their library and are not at their library. If you can’t find their script, type your own greeting or make a local script.

8. Rapport Building Admitting lack of knowledge: –I don’t know this term. Could you tell me what it means? –I don’t know what you mean. Could you be more specific.

9. Use I Statements I think that you will have more success if you do X. I have used this strategy before and it works!

10. Encouraging the User User: I need 30 adjectives that describe the weather. LIbrarian: How many do you have so far? User: I have 20……foggy, cloudy, rainy. Are those OK? Librarian: Yes. Those are really good.

11. Empathy Be empathetic when users express frustration: “Yes it is frustrating when technology doesn’t work.” “Yes that website is difficult to use.”

12. Deference I am sorry that you had to wait so long. I am sorry that I can’t help you with that. You will have to visit your local library. Do not mirror rude behavior

13. Dealing with Rude Behavior Check list: Don’t mirror rude behavior! Apologize when appropriate. Dealing with impatient users. Dealing with complainers. Don’t take it personally! Source: Close Encounters of the Chat Kind: Interpersonal Communication in Virtual Reference

14. Compensation for Lack of Nonverbal Cues Mirror customer’s style—use abbreviations, smileys, etc. Use punctuation for emphasis Use ellipses…….. to signal that more is coming so patron doesn’t log off prematurely.

15. Closing Ritual Ask if they need anything else. Look for clues like “Well….. thanks.” Always give a closing – bye! Respond to user’s compliments; don’t just send a script.

16. Recommendations Training in basic interpersonal skills Awareness that user may need lots of reassurance –Recognizing this –Providing reassurance Awareness of appropriate self-disclosure –When to disclose –Acknowledgment of user’s self-disclosure Humor – importance of acknowledgment Source: Close Encounters of the Chat Kind: Interpersonal Communication in Virtual Reference

17. More Recommendations Greetings & Closings. –Beware negative closure! –Beware robotic scripts! Inclusion (use of we, let’s, etc.). Take cue from user & mirror their relational strategies. Don’t B afraid 2 use informal language, abbreviations & emoticons as appropriate. Source: Close Encounters of the Chat Kind: Interpersonal Communication in Virtual Reference

18. Endnotes This is one of the outcomes from the project Seeking Synchronicity: Evaluating Virtual Reference Services from User, Non-User, and Librarian Perspectives. Funded by IMLS, Rutgers University and OCLC, Online Computer Library Center. Project web site: http://www.oclc.org/research/projects/syn chronicity/