Referral Strategies

A Learning Object for Chat Operators


  • Carling Spinney University of Alberta



chat, referrals, referring, strategies, training, reference


Live chat services are now a commonplace communication channel in many libraries. This learning object is geared towards the academic library setting in particular and focuses on building two distinct skills among chat operators. First, recognizing when to refer and, second, strategies for making successful referrals. Utilizing the web-based platform Genially, this training resource is designed as an interactive presentation template that can be customized to suit local needs. The learning object includes four example chat scenarios, a review quiz, a collaborative bulletin board, and further readings. It is expected that chat operators will have varying degrees of familiarity with general reference work and aims to create a shared foundation of core referral skills on chat. This resource is envisioned as one part of what should be a broader training program, as opposed to a stand-alone resource.




How to Cite

Spinney, C. (2023). Referral Strategies: A Learning Object for Chat Operators. Pathfinder: A Canadian Journal for Information Science Students and Early Career Professionals, 4(1), 197–200.



Teaching Resources