Abstract
Ask Us is the Southern Methodist University (SMU) Libraries chat reference service. Since Ask Us is most people’s introduction to SMU Libraries, it’s essential the experience is positive. SMU Libraries model includes an Ask Us team overseeing the virtual reference program. Members of the three-person team consist of two instruction librarians and one access services librarian from across SMU Libraries. We assess chat transcripts regularly to ensure high-quality service. Using a form developed internally, the Ask Us Team evaluates reference interactions for relationship building, the reference interview, and instruction.
References
Reference and User Services Association (2023). Guidelines for behavioral performance of reference and information service providers. American Library Association. https://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral
Sheldrick Ross, C., Nilsen, K., & Radford, M. L. (2019). Finding out what they really want to know. In Conducting the reference interview (3rd ed., pp. 63–100). American Library Association.
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