How can we best serve our patrons in a digital service environment? Reference and Research Services transactions are now conducted primarily in a chat service at many academic libraries. Traditional reference interviewing styles don't always work as students are rushed or inadequately describe what they need. Using examples from actual chat interactions at UTD's Eugene McDermott Library, this session will focus on recognizing clues and cues that librarians can use to recognize what users are really asking when they click the "Chat with a Librarian" link.
