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Graduate Reference Assistants Guide

A guide to the basic duties and practices for graduate assistants staffing the reference desk at Rebecca Crown Library

Canned Messages

GREETINGS

General Welcome

Hi and welcome to our Ask Us chat service. How can we help you today?

Welcome (patron already asked question)

Hi, and welcome to our Ask Us chat service. I’ll be happy to help with that.

Welcome (shift ending at closing)

Welcome to our Ask a Librarian service! Please note that my shift ends at 10pm, but I’m happy to help as much as I can before that time. After 10:00, we have a service that covers our off hours. If you still need immediate assistance, feel free to begin a new chat and they can assist you. Additionally, please feel free to email any remaining questions you might have to reference@dom.edu and one of our librarians will follow up with you as soon as possible.

Sign off / Thank you

Thank you for using our Ask Us chat service. Please chat with us again if you have other questions.

BUILDING EVACUATION

I’m sorry, my building is being evacuated. I am going to have to transfer you to another operator and leave the building.

DELAY (Please Hold)

Helping Another Patron

Would you please hold for a moment? I am currently helping another patron.

Need to Check Resources

I need to check a couple of resources to find the answer. Please give me a few minutes, and I’ll be back with you

ELECTRONIC RESOURCES

Non-Affiliated Users

E-Resources are only available to individuals who are not affiliated with Dominican University when they are physically at Rebecca Crown Library and utilizing guest access accounts that are available at the circulation desk.  The contracts signed by the Rebecca Crown Library on behalf of the University specifically limit remote access to electronic resources to current members of the Dominican campus community.

GENERAL LINKS

Hours

Hours of operation for Rebecca Crown Library, reference services, Archives and Special Collections, the Recording Studio, and WeatherTech Innovation Lab are available at the bottom of the library’s homepage: https://research.dom.edu/rcl

Databases A to Z and by Subject

https://research.dom.edu/az.php

Quick Search (for general searching)

https://i-share-dom.primo.exlibrisgroup.com/discovery/search?vid=01CARLI_DOM:CARLI_DOM&lang=en

Find Articles & Books by Citation

https://i-share-dom.primo.exlibrisgroup.com/discovery/citationlinker?vid=01CARLI_DOM%3ACARLI_DOM

Find a Specific Academic Journal or other Periodical by Title, ISSN, and/or Subject Area

https://i-share-dom.primo.exlibrisgroup.com/discovery/jsearch?vid=01CARLI_DOM%3ACARLI_DOM

Resources not Available at Rebecca Crown Library
  • Search I-Share (a consortia of Illinois libraries that share materials across institutions)

https://i-share-dom.primo.exlibrisgroup.com/discovery/search?vid=01CARLI_DOM%3ACARLI_DOM&search_scope=NewDiscoveryNetwork

  • Interlibrary Loan (complete a request through interlibrary loan if content is not available from Rebecca Crown Library or I-Share)

https://research.dom.edu/rcl/interlib

Citing Sources

Here is a guide for citing sources: https://research.dom.edu/citationguides/

REFERRALS

Advanced Research Questions
I can definitely help to get you started with that, but I would also strongly suggest you email our team of librarians with your research question at reference@dom.edu or complete a Research Consultation Request at http://dom.libwizard.com/researchhelp. They will be able to provide you with advanced assistance with your inquiry.

Referrals for help with writing

You can book an appoint with the Writing Lab at: https://dom.mywconline.com/

OR

The Writing Lab is a great next step for assistance with writing. Further information about the services offered by the Writing Lab can be found at https://www.dom.edu/academics/academic-success-center/tutoring-learning-resources/writing-lab-math-clinic and you can book an appoint with them at https://dom.mywconline.com/.

OR

I suggest you contact the Writing Lab as you continue working on your paper, for tips on developing structure and advice on building strong arguments and thesis statements. You can book an appoint with them at: https://dom.mywconline.com/

TECHNICAL PROBLEMS

Chat Software Problems

If you are experiencing difficulty with the chat software, please call us at 708-524-6875 and we will answer your question by phone.

How to Switch Between Windows

To switch between the chat window and other web pages, press the “alt” and “tab” buttons at the same time. If you resize your windows, you might be able to see the chat window and another window side by side.

Sending Link – Open New Window

I’m going to send you a link. You’ll want to open it in a new browser window so we don’t lose this chat.

INAPPROPRIATE BEHAVIOR

Terminating Chat

I am terminating this chat.  Chat reference sessions may be terminated for the use of inappropriate or rude language, harassment of any kind, or repeated off-topic questions. Continued inappropriate use may result in you being banned from the service.

**(If this occurs, in addition to terminating the chat, email Zach Claybaugh zclaybaugh@dom.edu and Cathy Geers cgeers@dom.edu about the incident.)**

Adapted from the University Library at the University of Illinois Urbana-Champaign’s “Information Desk Resource Page: Canned Messages”: https://www.library.illinois.edu/staff/information-desk-resource-page/canned-messages/