Live Chat Reference Service Excellence Amid Challenging Times, Part 1 and 2
Monday, November 16, 2020
Monday, November 16, 2020
1:00 pm to 4:30 pm

Price (Affiliate Member):
Price (Governing):
Price (Non-Member):
Price (Other NY 3Rs Library Member):
Price (Patron Organizational):
Price (Patron Personal Member):
Price (Patron Student):
Price (WNYLRC Staff):

Online via Zoom


Join us for a session with Marie L. Radford, Ph.D., who will share the research she's been working on and will cover the current challenges of managing virtual reference chat services and etiquettes in these unusual times. This is a workshop that will be divided into two sessions, with a 30 minute break in between.

Part 1 - 1pm -2:30pm 

Overview recent changes impacting reference service 

Importance of building positive relationships and communication for success and satisfaction 

What do our VRS users want? 

Positive interpersonal communication behaviors in live chat 

What to do when things go downhill - person is cranky, rude, or rushed? 

Preliminary results of recent national survey of academic library chat reference, impact of COVID, & service changes 

Giving compassionate reference service during COVID-19 


Break for 30 minutes.


Part 2 - 3pm to 4:30pm 

What does the research say is vital to successful encounters? 

Review idea of barriers and facilitators to success 

ACTIVITY - Analysis of successful & unsuccessful transcripts & discuss 

Research-based guidelines for successful chat reference 

Pulling it all together - bottom line for success during COVID-19 and beyond. 


Attendees will receive the link to this session one day before the webinar. This session will be recorded and anyone who registers will receive a copy of the recording regardless of attendance.

CE Workshop:
CE Hours:
Workshop Length:
Speaker Name:
Marie L. Radford, Ph.D.
Speaker Bio:

Marie. L. Radford is Chair and Professor in the Department of Library and Information Science at Rutgers University, NJ. Her latest books are Research Methods in Library and Information Science, 7th edwith Lynn S. Connaway (Forthcoming 2021, Libraries Unlimited), Conducting the Reference Interview, 3rd ed. with Catherine Sheldrick Ross and Kirsti Nilsen (2019, ALA Editions), Library Conversations: Reclaiming Interpersonal Communication Theory for Understanding Professional Encounters with Gary Radford (2017, ALA Editions).  Her research focuses on qualitative research, interpersonal communication within virtual and traditional reference service, and postmodern approaches to media stereotypes of librarians/libraries. She leads numerous workshops/webinars on topics that include interpersonal communication in library contexts, service excellence, time management, managing change, conflict management, and positive approaches to problematic people.

Max Class Size: