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Quality staffing options for your reference service
- fully contracted or just when your staff can't be there.

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What types of organisations use RefStaffing?

  • Individual libraries
    • Academic libraries
    • Public libraries
  • Consortiums and Statewide networks
    • RefStaffing grew out of an effort to provide afterhours coverage to a large university consortium. We can handle the needs of consortiums in a number of ways so talk to us to find some new ways of operating.
    • No need to contribute staffing hours to the consortium (lift you standard of service with RefStaffing’s professionals instead of relying on volunteers).
    • We can even manage the consortium for you.

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What staffing options are available with RefStaffing

  • Additional hours by RefStaffing to extend your coverage
  • 24/7 by RefStaffing
  • Backup coverage to ensure that if your own staff are too busy to respond, your chats will automatically roll over to RefStaffing for a response
  • RefStaffing's advantage is that we can accommodate any staffing model that makes sense for you.  We don't force you into a model that might not be convenient for you or your patrons

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How does it work?

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Tell us about your service

  • Work with one of our service setup assistants to define how we should operate you service.  This is a surprisingly quick process, but can often result in improved procedures for your own operations.
  • You have the choice of allowing our staff access to your databases and resources that require authentication. We can provide a good level of service without them, if necessary.
  • RefStaffing never proactively contacts your patrons.  Transcripts and follow up instructions are forwarded to your request management system or email address, if:
    - We believe the request requires more research than can be efficiently provided on line.
    - We were only able to partially answer the question, or we believe local review would be beneficial.
    - We were unable to access any of your resources that the patron needs.

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Launch and relax

  • You have access to our delivery platform to check statistics and transcript quality at any time.
  • You can update your profile any time it needs to be updated.
  • We only use staff experienced with delivering chat services in Public and Academic libraries, so you can be assured the service will be good.
  • Our staff are constantly delivering services into different types of libraries in different places - no matter how unique your service, or how far away, we will treat your patrons as if they are our own.


  • We use staff experienced in public and academic library environments, and experienced in providing chat services, so your patrons can be assured of prompt and efficient service.
  • Our staff are aware of local and cultural differences - so no matter how far away, or how unique your service, we will be able to provide good service.  
  • We use staff experienced in public and academic library environments, and experienced in providing chat services, so your patrons can be assured of prompt and efficient service.
  • Our staff are aware of local and cultural differences - so no matter how far away, or how unique your service, we will be able to provide good service.  

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