Direct Feedback can be used to respond to questions/comments from chatting librarians as well as to send compliments or share suggestions for improvement.
If you are unsure about how to phrase your suggestions for how your chat librarian colleagues could have provided better service to your patrons, these five tips may help.
Tip 1: Be specific
If there was a specific source or FAQ that contained the answer to a patron’s question and the chat librarian missed it, let them know about that source. The next time the chat librarian gets that question, they’ll have a more successful session.
Tip 2: Be professional
Please be professional, courteous, and respectful whenever leaving feedback. The ultimate goal is to pass along relevant information so that your patrons will get better help the next time. It can be difficult to accomplish that goal if our colleagues feel criticized. A constructive and positive tone goes a long way.
Tip 3: Rating is optional
Be thoughtful about any ratings you select and consider the impact on your colleague receiving that rating. Remember, you don’t have to rate sessions, the ratings are optional. Think about how you might feel if you were to receive a low rating on a session you handled. Perhaps sending instructive comments is sufficient in some cases.
Tip 4: Consider whether changes to your FAQs could help
Sometimes the quality of a session is not only affected by the librarian’s performance, but also by the local library’s FAQs. Is it possible that chat librarians aren’t able to find information about your library quickly and easily? Is your 24/7 Staffing FAQ too lengthy, which might make it difficult for librarians to navigate? See some recommendations to Prepare your public and Group Member Policy FAQs.
Tip 5: Acknowledge good work, too!
Don’t forget to send complimentary notes to librarians about the great sessions they are conducting, too. If librarians receive positive feedback and recognition about the things they’re doing well, they’re more likely to be accepting of and not take offense to suggestions for improvement.
Note: If you have sent direct feedback to a particular chat librarian and you notice that the same quality issue continues in subsequent sessions, please use our Quality Assurance Feedback Form.