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Access Services Manual

This guide is to maintain and store training materials and procedures for the Library Access Services.

Official UTEP Library R+I LibChat Policies

Canned Messages

Our hours vary depending on the day of the week and the time of year. Find up-to-date operating hours here.

Instructions for installing UTEP's GlobalProtect VPN are here. Please note that you have to set up DUO 2-factor authentication first, then you install the VPN app onto your device. If you have issues installing it yourself, please contact UTEP's Technology Support Help Desk at 915-747-4357 or at; they can walk through the steps with you, help you troubleshoot any problems, or even remotely connect to your computer and install it for you.
The University Writing Center is offering all their services online. To setup an appointment with them visit their page here.

Unfortunately the library's databases are still unavailable. IT is working on getting them back up, but we don't have an ETA. I can help you find other sources through Google Scholar, however.

I recommend you talk to our [subject] librarian, [librarian’s name]. You can contact them at [librarian’s email] or I can have them contact you, whichever you prefer.
I apologize - responding to your questions is important, but I have an appointment coming up in a few minutes and will have to leave this chat. It looks like my colleague, [librarian’s name], is available - would you like me to transfer you?
The Library’s series of workshops for faculty is being held online. You can view the current schedule here.
This question comes from our Library Scavenger Hunt. I can offer you another hint.

The Library offers a virtual tour with all the information about our online services and about using the building. Check it out here.

It has been 5 minutes since your last message. Are you still able to chat?

I haven’t heard back from you, so I will be ending this chat. If you still need assistance, feel free to chat with us again or email us at Thank you for chatting and have a good day.

The Library offers online workshops. The full schedule is available on the UTEP Edge calendar.

This question deserves more time and consideration than we can dedicate over a chat, so I would like to end this chat and send you a response via email. Can you please confirm your UTEP email address? By when do you need a response to this question?

Interlibrary Loan (ILL) is a a service that borrows materials from other libraries for you to use, like books, book chapters, and articles— free of charge. Sign in to the service here with your UTEP username and password; the first time you sign in you will be asked to set up your profile before you can submit your request.
Please clear all your cache and cookies or use a different browser to access databases from the UTEP Library. You may also want to use your campus/ GlobalProtect VPN to bypass the login prompt. If the issue persists, please contact Technology Help Desk.

You can request a book from the Library using this form. Staff will retrieve the book, check it out to you and email you a confirmation when the book is ready to be picked up. Please let me know if you have any questions.

By reading the names of the tabs on the Library home page, which of them do you think it might be?
Our [subject] Librarian, [Librarian’s Name] would be better able to answer this question. I am sending them a transcript of this chat with your contact information. You should also feel free to contact them yourself via email at [email address], or by making an appointment with them here: [insert appointment link].
I'm still here working on your question! Thanks so much for you patience.

Please don’t hesitate to contact us again should you have questions or need further assistance. Thank you for chatting and have a good day.

15 Minute Evaluations

The procedures document states: "Evaluate chats at the 15 minute mark to see if it should be turned into a ticket for a more detailed response via LibAnswers."

To evaluate the chat, as yourself these three questions: 

  • Is the user actively responding?​
  • Is it a productive interaction over chat?​
  • Can you stay on the chat? (No other meetings, appointments, etc.)

If you answer yes to all three questions, stay on the chat.

If you answer no to any of the questions, try some of the following:  

  • Ask if you can follow up with a LibAnswers ticket​
  • If your shift is ending, ask if you can transfer to the next librarian (Also ask your colleague!)​
  • If you're almost done, ask if there's anything else you can answer/help with as part of your wrap up


A patron is considered inactive if they have not responded to you five minutes after your last message.

They are not considered inactive five minutes after their message, however.

If they have not responded after five minutes, send the 5 Minute Idle - Patron canned message that reads:

It has been 5 minutes since your last message. Are you still able to chat?

If they still haven't answered five minutes after this, for a total of ten minutes, send te 10 Minute Idle - Patron canned message that reads:

I haven’t heard back from you, so I will be ending this chat. If you still need assistance, feel free to chat with us again or email us at Thank you for chatting and have a good day.


Please keep in mind to follow these - while our time is valuable, we want to be patient and courteous to our users who could be reviewing the information we send or try to come up with a way to phrase their next message.

Please be mindful of any long periods of time that you aren't actively chatting with your user. 

Most accounts will have an automatic message sent after 2 minutes of librarian inactivity that reads: 

I'm still here working on your question! Thanks so much for you patience.

If you have asked to have these disabled, you can still send this message by using the canned message titled Librarian Working/Check-In.

Issue Log

Did something wonky happen in LibChat? Need to report a bug or an issue? Is there a problem you'd like addressed? Report it using our LibChat Issue Log!

(This is also available in the Access Services/R+I MS Teams section.)

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