How can I handle multiple patrons during busy times?
Use the following strategies to make your shifts easier when the service is busy:
Come Prepared
- Open the following pages in your browser:
- Set-up your browser windows in a way that works efficiently for you. Try using two browsers.
- Turn on your sound
- Adjust your personal preferences in LibraryH3lp
- Practice using scripts or create some of your own
Strategies
Getting started:
- Open the Current Chats Tool and use it to balance traffic with your colleagues
- Communicate with colleagues in Campfire for advice or transfers
- Read new questions as they come in – take duplicate or similar questions
- Pick up new chats quickly, on a first-come, first-served basis:
- Communicate with patrons to manage their expectations
- For example, you can use the Chat-Begin or Begin-Swamped script
As you're helping patrons:
- Be honest and communicate to the patron that you’re handling several other questions at the same time
- Try using the Chat-Busy script
- Watch the new message icon and pay attention to sound notifications (if you have them turned on) to see when your patrons have responded
- Save time typing
- Use scripts, when appropriate
- Send links and/or copy-paste information
- Take the patron to databases you know well
- Refer local knowledge questions to the patron’s institution, providing contact information
- For example, provide the phone number for the reference desk if they need information that isn't available on the library website
To buy time:
- Ask reference interview questions to buy yourself time
- For example, “Where have you looked so far or are you just starting out?”
- Let the patron know you are working on their question
- For example, “I’ll see what resources are available for you – just a minute please”
- Show the patron the appropriate research guide from their institution
- Use the policy pages to quickly located research guides and other helpful resources
- Once you have a list of results, ask the patron to look it over while you help someone else
For software tips, see How can I work more efficiently with Multiple Patrons in LibraryH3lp?
