AJCU VR Best Practices Guidelines, 2020 version


 

 

AJCU Virtual Reference Best Practices Report
The following report was generated based on input received from the coordinators during the 2014 AJCU VR Project Annual Coordinators’ Meeting, held on November 4-5, 2014 at Loyola University New Orleans. The coordinators present, both in-person and virtually, discussed effective strategies for virtual reference. This report is a summary of their discussions.

 

Originally updated and approved (via email) by the AJCU VR Project Coordinators on July 17, 2015 (see this version)

Updated and approved via email by the AJCU VR Project Coordinators on September 3, 2020

 

 

Level of formality to use with patrons

Type of language to use with patrons

Use open ended questions to gather more information from patrons

Providing detailed information/instructions to patrons

What to do while researching a question for a patron

Assisting patrons from other institutions

Things to consider when assisting patrons with lengthy/in-depth questions

Transferring patrons

Ending a chat

Tips for challenging interactions

Other tips and thoughts

Additional resources for virtual reference

 

AJCU Best Practices_2020.pdf