Service Alert
One of the major responsibilities of Everett Library Student Assistants is to monitor our email inbox and online chat system. The library uses an Outlook account to receive messages from students, faculty, and community members. We use PureChat to provide patrons with a chat service via our website during our regular hours of operation.
During your shift you will be logged into both PureChat and the Outlook email account. Emails should be answered within a day of receiving the message (if possible) and chat messages should be answered immediately. If a chat message is missed, a follow-up email should be sent to the chatter.
View the tutorial videos for both Outlook and PureChat below to see how these systems work.
If you can assist the patron by renewing an item or answering their question, respond to the e-mail and then file the e-mail in the appropriate folder in the e-mail account. If you need assistance, please forward the e-mail to the professional member on-staff or the appropriate librarian.
When you hear the chat message alert, go to the chat page and introduce yourself to the patron. Tell them who you are and that you are available to help them. When they describe their question, you may answer them if you know the answer or know how to help them with their issue. If you do not, you may go to the Ring Central Chat Help discussion page and ask a librarian or professional staff member to assist you with the chat. If the librarian is not able to respond immediately, go back to chat and let the patron know that you are still waiting for assistance. Ask them for their email address and let them know that someone will get back to them shortly.