from Nicole Gustavsen's "Virtual Reference Service Standards" document.
Rude Chat Users
If a chat user is being unpleasant (irritable, impatient, making general unfounded complaints about the library or library services, but doesn’t seem to be intending harm), it’s best to keep the interaction short, keep responses to complaints nonspecific (“I’m sorry you’ve been having that experience; thanks for letting us know”), and finish the chat as soon as you can.
It’s not appropriate to be rude to a user who’s being rude to us, but it’s okay to cut short interactions with users who make us uncomfortable (for any reason) by focusing very narrowly on answering their stated question and then ending the chat.
Responding to Complaints
If the chat user has a specific, credible complaint about the library, our services, or a specific person who works here (“the door locks aren’t working”, “librarian x was rude to me recently”, etc), please flag the chat even if the user’s question is answered. Ask if the user would like us to follow up with them, but don’t insist on it.
Blocking Abusive Users
If a chat user is being abusive (mean comments, sexual harassment, using racist, sexist, anti-Semitic, or otherwise derogatory language, or describing or threatening violence), block them immediately, and email or contact your supervisor to let them know. If you have any concerns that the user might be threatening violence on or near campus, also contact campus security.
When we block a user, their IP address is blocked from accessing GU library chat services for 24 hours. Anji Mertens is notified of the block, and she will let others know as needed.
Mental Health Crisis
If a chat user seems to be having a mental health crisis (expresses severe emotional distress, very strange ideas unrelated to a research project, or self-directed harm ideation), we have some resources to offer them, but it’s important to remember that we’re not a mental health support service. What’s best is to encourage them to access either campus services (like Health & Counseling), or a national hotline where trained professionals can help them through their crisis.
In general, if you’re not sure if someone is experiencing a crisis or is just expressing frustration, assume they’re having a momentary issue and proceed with the chat.
However, if the user struggles to focus on the thread of the chat, or seems not to have a question at all but wants just “to talk”, it’s more likely that they’re in need of some mental health support.
If, after referring to appropriate services and explaining that you aren’t trained to help support them through what they’re experiencing, the user rejects the supports or won’t leave the chat (or, worst case, becomes aggressive), it’s okay to block them. This institutes a 24 hour block. Contact your supervisor if you have any concerns or questions.
Don’t contact campus security about a mental health situation unless you feel certain there’s an imminent threat to someone on campus.