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Friday, November 2 • 11:01am - 11:11am
Chatspeak for Librarians: Best Practices for Chat Reference

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Chat reference is a common service in college and university libraries, but chat interactions are not always straightforward—sometimes they are just downright awkward. How casual should the tone be? Is it okay to use a smiley face or exclamation mark now and then? Such details make the library’s chat more human and can mean the difference between the user deeming an interaction as a success or failure. Drawing on literature from both the LIS field and business and retail industries, this presentation provides best practices for making chat interaction more human from beginning to end.


Tanner Lewey

Outreach & Evening Librarian, McDaniel College

Friday November 2, 2018 11:01am - 11:11am CDT
J.W. Jones Student Union, Boardroom