Policies and Guidelines

QuestionPoint Materials

• Best Practices for Cooperative Reference (PDF)

Materials from Outside QuestionPoint

• Radford, Marie Handouts from her 2004 Virtual Reference Desk conference presentation, "Yo Dude! Y R U Typin So Slow? Interpersonal Communication in Chat Reference Encounters"
  • Recommendations for Facilitating Interpersonal Communication in Virtual Reference Encounters
  • Recommendations for Virtual Reference Encounters with Rude or Impatient Clients

Tutorials

Logging in and launching chat software

• screencast
• PDF (PDF)

Closing a chat session and assigning resolution code

• screencast