Staff Training - Fall 2019
Kyle Feenstra
Coordinator, Learning & Instruction Support
Chat
Answers
FAQs
Screen
Sharing
Chat
FAQs
FAQs
- The new chat interface
- Dealing with difficult patrons
- Using screen sharing
Chat
New Chat Interface - Settings
Choose which department you are monitoring during your session.
Choose which department you want to receive notifications from.
New Chat Interface - Replying to Patrons
Access FAQ knowledge base:
- for your own reference
- to share links to FAQs.
Difficult Patrons - Role Play and Discussion
- A student is distraught because they were notified that they have overdue fines in excess of $200. They claim they are being charged for lost books when they are certain they returned the books already.
- A faculty researcher is very angry because they need access to a particular database and they cannot login from their computer at home.
- A patron has become very frustrated because they received misinformation from another library staff member. The patron is using abusive language.
New Chat Interface - Screen Sharing
Start screen sharing with a patron.
New Chat Interface - Practice
- Write 3 questions for the group.
- Put your questions back in the hat.
- Choose a question and take turns asking a responding with a partner.
Use the FAQs and screen sharing as appropriate.
Any Questions?
Kyle Feenstra
Coordinator, Learning & Instruction Support
405 Robson Hall - E.K. Williams Law Library
kyle.feenstra@umanitoba.ca