[collaborative-vr] Virtual Reference policies

[Erin MacPherson]

Hello,

I was wondering if anyone would mind sharing policies (or suggestions) for their virtual reference group on how to deal with inappropriate comments. I am the Chair for our Virtual Reference consortium in Nova Scotia called Livehelp. We are looking at updating some of our policies and how you deal with inappropriate comments in a consortial setting. We have 9 universities and 1 community college in our consortium. Our group is staffed by volunteers from each of the institutions.

Currently, when there is an inappropriate comment, our policy is to use scripts to quickly bring the chat to a close. We also have the option to block an IP address if it is repetitive. However, I am wondering how you deal with more serious comments. Right now, if a provider receives a serious comment, they report it to their home institution and it is dealt with there.

I am wondering if anyone has other suggestions. We use LIbraryh3lp software and I'm wondering if there is a way we can flag inappropriate comments to monitor for repeats, and how to deal with that if there repeats.

Thank you for the great meeting last month - I'm glad to be able to participate and am looking forward to the conference. I appreciate any suggestions you may have. Feel free to email me directly or the group.

Thank you and have a great Friday,
Erin

Erin MacPherson, MLIS, P.Ag
Research Data Management Librarian
MacRae Library, Dalhousie University Agricultural Campus
PO Box 550, 135 College Road, Truro, NS
902.893.3296  Erin.MacPherson at dal.ca<mailto:Erin.MacPherson at dal.ca>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://omls.oregon.gov/pipermail/collaborative-vr/attachments/20181123/6b942aca/attachment.html>