2018 08 - August 2018 Monthly Report

Maryland AskUsNow! Monthly Report

August 2018


By the Numbers:

  • Maryland library customers logged into chat 995 times.
  • Maryland librarians answered questions in 843 chat sessions from Maryland and global customers.  
  • Maryland librarians followed up by email to customers’ chat questions 330 times.


AskUsNow! Website Chat Sessions By Location FY19

Using information gathered from chat transcripts and IP addresses, AskUsNow!

Quality Control Commendations and Tips for Chat Improvement: April-June 2018

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 18

April-June 2018


My aim with this post is to reiterate or remind us about five things we can do for customers on chat and email follow-up.  If you have had a site visit or were trained on chat this fiscal year, some of this info will be familiar because you were either 1) commended, 2) learned something new, or 3) were reminded about something that had not been done in a while. 

FY19: Maryland AskUsNow! Statistical Sampling

What is Statistical Sampling?

Starting in July 2018, we will be in our fourth year of the "Maryland AskUsNow! Statistical Sampling" project.  We will be collecting the following data during our chat hours from Maryland AskUsNow! and Global chat customers:  the number of chat questions that we receive in each chat session

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