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<p class="MsoNormal"><span style="color:#1F497D">Hi Erin,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">This is a great question. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">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.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">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.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">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.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">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.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Hope this is helpful. Our policy has evolved over the years as needed and I’m looking forward to seeing other responses!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Siobán<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal" style="text-indent:.5pt;line-height:105%"><b><span style="font-size:10.0pt;line-height:105%;color:#1F497D">Siobán Linnen</span></b><span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal" style="text-indent:.5pt;line-height:105%"><span style="font-size:10.0pt;line-height:105%;color:#1F497D">Virtual Reference and Accessibility</span><span style="color:#1F497D"><o:p></o:p></span></p>
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<span style="font-size:8.0pt;line-height:105%;font-family:"Calibri Light",sans-serif;color:#1F497D">Ontario Colleges Library Service<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-right:17.05pt;line-height:105%"><span style="font-size:9.0pt;line-height:105%;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-right:17.05pt;line-height:105%"><span style="font-size:9.0pt;line-height:105%;color:#1F497D">74 Gervais Drive</span><span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-right:17.05pt;text-indent:1.8pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;color:#1F497D">Toronto ON</span><span style="color:#1F497D">
</span><span style="font-size:9.0pt;line-height:105%;color:#1F497D">M3C 1Z3</span><span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-right:17.05pt;text-indent:1.8pt;line-height:105%">
<span style="color:#1F497D"><a href="https://www.ocls.ca/"><span style="font-size:9.0pt;line-height:105%">https://www.ocls.ca</span></a></span><span style="font-size:9.0pt;line-height:105%;color:#1F497D"><o:p></o:p></span></p>
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<span style="font-size:9.0pt;line-height:105%;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-right:17.25pt;text-indent:.5pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-right:17.25pt;text-indent:.5pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;color:#1F497D">Tel. (647) 722-9317<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-right:17.25pt;text-indent:.5pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;color:#1F497D">Toll-free (800) 268-5560 ext. 317</span><span style="color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal" style="margin-right:17.25pt;text-indent:.5pt;line-height:105%">
<span style="font-size:9.0pt;line-height:105%;color:#1F497D">Email: <a href="mailto:slinnen@ocls.ca">
slinnen@ocls.ca</a> <o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-CA" style="font-size:8.0pt;color:#C00000;mso-fareast-language:EN-CA"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:8.0pt;color:#C00000;mso-fareast-language:EN-CA">Stay in touch!
</span><span lang="EN-CA" style="color:#1F497D"><a href="https://na01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fvisitor.r20.constantcontact.com%2Fd.jsp%3Fllr%3Dm9laqkgab%26p%3Doi%26m%3D1106306412364%26sit%3Dmn8kh8dgb%26f%3Df8d6cea1-e447-4035-9638-a94e23afce74&data=02%7C01%7Caeykelhof%40ocls.ca%7C5224b1cbfea44fcbe0e708d5755ec469%7C0cff09b4305e4c88b2917f9df018f4d0%7C0%7C0%7C636543972297239173&sdata=ruHT%2BFUOW3qfrGjsrxajEgvPYy4do%2BusxsdQAwDfTIo%3D&reserved=0"><span style="font-size:8.0pt;mso-fareast-language:EN-CA">Subscribe
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<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>From:</b> collaborative-vr [mailto:collaborative-vr-bounces@listsmart.osl.state.or.us]
<b>On Behalf Of </b>Erin MacPherson<br>
<b>Sent:</b> Friday, November 23, 2018 8:47 AM<br>
<b>To:</b> collaborative-vr@listsmart.osl.state.or.us<br>
<b>Subject:</b> [collaborative-vr] Virtual Reference policies<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Hello,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">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.
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">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.
<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">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. <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">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.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thank you and have a great Friday,<o:p></o:p></p>
<p class="MsoNormal">Erin<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">Erin MacPherson, MLIS, P.Ag<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">Research Data Management Librarian<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">MacRae Library, Dalhousie University Agricultural Campus<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">PO Box 550, 135 College Road, Truro, NS<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Segoe UI",sans-serif">902.893.3296
<a href="mailto:Erin.MacPherson@dal.ca">Erin.MacPherson@dal.ca</a> <o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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