Virtual/Online Ref Question via NGL

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This morning I used the live chat in the Sam Houston University library page. Once getting to the school’s library page there is an orange tab to the side in order to access the live chat. My questions were in regards of available resources for online students. Since I do not live within the area I wanted to information on databases. E-books, audio books, and even paperback books. I decided to use live chat for I thought it was such convenient tool to use. I was impressed by the tool not many libraries offer this type of communication. I went with high expectations and they were met accordingly.  
The first thing I did was input my name and question. A message appeared letting me know that a librarian would assist me shortly. The librarian addressed me by my name and told me she would find the information I was looking for. It took only a few minutes and she sent me a link to a page in which I could make an account to acquire resources. In the text book readings by Cassell and Hiremath (2013) it is stated, “Without an effective search, not only is the desired information unlikely to be found but the patrons may become discouraged as well” (p. 27).  I really liked that she sent a link to the direct page I had to be on. There was no confusion as to where I could locate the information I was looking for.

I then asked about paper books and if students would be able to check them out even if they were not from the area. The librarian explained that online students could as well check out books by going through the Interlibrary loan. I had bad connection and got disconnected from the chat. I again logged back in and was helped immediately. In the text book readings by Cassell and Hiremath (2013) it is stated, “Approach ability behaviors, such as initial verbal and non-verbal responses of the librarian will set the tone for the entire communication process...” (p. 26). After I got disconnected I logged in again and the librarian was still there waiting to continue answering my questions. I was really impressed with how quickly my questions were being answered compared to if I would have sent an e-mail. The librarian was polite in her writing and responded instantly.

I asked about the databases available, but did not get specifics. The librarian urged me to create an account. This was the end of the transaction. In the text book readings by Cassell and Hiremath (2013) it is stated, “The librarian is responsible for determining if the patrons are satisfied with the results of the search and is also responsible for referring the patrons to other sources, even when those sources are not available in the local library” (p. 27).  Overall, I was very pleased with the transaction. Once I created the account everything else was self-explanatory to finding what I needed. The librarian never introduced herself and did not ask if my inquiry was met. Though, I did notice that towards the bottom of the live chat box there are options to ask for a follow up and to rate the conversation.

Online Chat Screen Shots


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