[collaborative-vr] Virtual Reference policies

Mon Nov 26 06:46:49 PST 2018

Hi Siobán,
Thank you! This information is really helpful!

I like your idea of using a Google Form. Do you have that on an internal website? Would you mind if I was able to look at it (or at least see the questions?). I think I might look at implementing something like this. We use a wiki for our internal documents (for over a decade) but I am thinking of moving content to a secure website.

Also, do you have a policy for when providers receive a serious harassing or threatening chats? Do they go to their home institution and follow that policy? For example, I received a threatening chat a few years, and I reported it to our LIvehelp Coordinator at the time and also to security at Dalhousie University, who worked through our internal policies to deal with it (ultimately it was someone overseas trolling and not serious, but it still had to be treated seriously). We are all volunteers from member institutions, so that is the policy we have.

Thanks again for your response - I'm looking forward to what others say also!

Thanks,
Erin

From: Siobán Linnen <slinnen at ocls.ca>
Sent: Friday, November 23, 2018 10:25 AM
To: Erin MacPherson <Erin.MacPherson at Dal.Ca>; collaborative-vr at listsmart.osl.state.or.us
Subject: RE: Virtual Reference policies

Hi Erin,

This is a great question.

Our policy at askON is to give a warning message (if appropriate) and then a message to tell them we're ending the chat. Then we block if necessary. With LibraryH3lp the default block is 24 hours, but our policy states that if someone is abusing the service we may block them from the service permanently, and we have discretion to determine what amounts to abuse (e.g., one instance that is very abusive, or a repeat pattern of abusive behaviour). In these cases we would reach out to the visitor's library to report the issue and let them know what actions we are taking.

We ask that operators report all cases of inappropriate behaviour to the service team through a google form that we've set up, which asks for details like date and time of the chat, whether the visitor was blocked, and a description of the situation. The idea behind this form is that we can decide if someone needs to be permanently blocked based on the severity of the behaviour, and it allows us to track repeat behaviour. In reality, this form does not get used often and when it is used, it's usually for more severe instances. If someone is being "moderately" inappropriate, it often doesn't get reported which makes it harder to track patterns of behaviour.

We did have a case of repeat behaviour that wasn't reported until it escalated. Once we were aware of it, we asked LibraryH3lp to help us identify the pattern so that we could have a fuller picture of the situation. We reported it to the visitor's home library but we also made the decision in this case to permanently block the visitor.

Our policy is for a visitor who is unhappy about the service to communicate that through their home library, and the home library can reach out to us for information or support. If a visitor has been blocked and is unhappy about it, they take it to their library, not to the service team here at OCLS.

Hope this is helpful. Our policy has evolved over the years as needed and I'm looking forward to seeing other responses!

Siobán

[cid:image002.jpg at 01D40258.7C19CBF0]

Siobán Linnen
Virtual Reference and Accessibility

Ontario Colleges Library Service

74 Gervais Drive
Toronto ON  M3C 1Z3
https://www.ocls.ca<https://www.ocls.ca/>

Tel. (647) 722-9317
Toll-free (800) 268-5560 ext. 317
Email: slinnen at ocls.ca<mailto:slinnen at ocls.ca>

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From: collaborative-vr [mailto:collaborative-vr-bounces at listsmart.osl.state.or.us] On Behalf Of Erin MacPherson
Sent: Friday, November 23, 2018 8:47 AM
To: collaborative-vr at listsmart.osl.state.or.us<mailto:collaborative-vr at listsmart.osl.state.or.us>
Subject: [collaborative-vr] Virtual Reference policies

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>

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