Responding to Patrons
Use correct spelling, grammar, and capitalization, while talking conversationally.
Do not correct spelling unless necessary for understanding, and correct it using an asterisks (e.g., *blue).
Break up long responses to avoid long pauses for lengthy answers (e.g., 30 words per block).
Be aware that some patrons have limited text message plans.
Use strategies to clarify information, and do not expect dialogue in text reference transactions (e.g., ask 1-3 clarifying questions, paraphrase questions back, ask about assignment requirements.
When answering questions, make sure that your statements are short, quick and to the point. 4-5 short statements (sent separately) will show that you are still there, working on the response, and be more readable than one long paragraph. Ellipses help indicate a continuous transaction.
Avoid Library jargon, argot, lingo.
In a chat, you may be asked questions related to circulation.