Quality Control Commendations and Tips for Chat Improvement: July-September 2017

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 18

July-September 2017

 

The following commendation and improvement points are based off of praise and constructive criticism from 1) the Statewide Coordinator and Support for Operations, 2) Liaisons, and 3) QuestionPoint and out-of-state/country Liaisons.  Please refer to the Quality Control pages at http://askusnow.info/staff/learningcenter/behaviors and http://askusnow.info/staff/learningcenter/technical for past commendations and improvement points.

 

Top Five Chat Librarian Commendations:

1.  Resolving e-service issues:  we are continuing to make concerted efforts to resolve online library account, eBook, and online resource questions, and giving choices about how to get more help later if needed.    

2.  Answering questions about in-demand programs and events:  This commendation relates primarily to the "solar eclipse" questions we received during the summer.  We listened to the customers as they expressed concerns over getting free pairs of glasses, and being permitted to attend programs at their nearby libraries.  We gave them the facts about what their communities were doing for the big day.

3.  Online instruction:  Some of our Maryland chat providers were acknowledged in survey comments for not only going step-by-step helping customers get access to information, but they also used screenshot tools like Snaggy, which some of us used for the first time at the September 2017 Liaison Meeting.

4.  Giving great demonstrations to educators preparing their students for chat:  Model reference behaviors were at their finest in these chats, and oftentimes we did not know the educators were the customers until the end of the chats.

5.  Accessing and using online resources available at the customer's library and beyond:  no luck using a customer's library resources to give answers to their questions?  We have been using Sailor and our own library's resources to give the customers what they need.  We have even been using Credo Reference (thanks to QuestionPoint for making this resource available) to offer more research help.

 

Top Five Tips for Improvement:

1.  Resolution Codes:  http://askusnow.info/staff/sites/default/files/ResolutionCodeFlow.pdf.  The "Lost Call" resolution code has been used quite often this past quarter, when the resolution should have been "Answered" or a "Follow-Up" option.  

Please note about Lost Calls:  They are RARELY USED. Two things need to be present for this code to be used: The customer NEVER sends a message beyond the initial question they entered when they logged in AND there is no email address provided for follow-up. 

2.  ​​Greeting and Goodbye Scripted Messages:  please note that the statewide (shared) scripts have been revised:  http://askusnow.info/staff/learningcenter/technical/statewide-scripts.

  • 01_Welcome_AskUsNow!:  Welcome to Maryland AskUsNow! I'm reading over your question and will be with you in just a moment.
  • 01_Welcome_GlobalChat:  Hello and welcome! I am a librarian with the AskUsNow! service in Maryland. Your library and my library are part of a international group that provide backup for each other's service. I'm reading over your question and will be with you in just a moment.
  • 02.5_Qwidget_Thanks_Goodbye_AskUsNow!:  Thanks for using Maryland AskUsNow! If you have any further questions, please contact us again. You can end the session by clicking on the "x" at the top right of the widget box. If you provided an e-mail address, you should receive a full transcript from "AskALibrarian@oclc.org" in a few minutes. Bye for now - and please take a moment to fill out the survey! 

"LIKE" us on Facebook:  https://www.facebook.com/askusnow/ or find us on Twitter @askusnow. 

  • 02.5_Qwidget_Thanks_Goodbye_GlobalChat:  Thanks for using the Ask-A-Chat-Librarian service.  Please end the chat by clicking on the "x" at the top right of the widget box.  Bye!
  • 02_Thanks_Goodbye_AskUsNow!:  Thank you for using Maryland AskUsNow! If you have any further questions, please contact us again. You will have an opportunity to send the transcript with links to yourself but if you already provided an e-mail address, you should receive a full transcript from "AskALibrarian@oclc.org" in a few minutes. You can go ahead and click Exit to end your session. Bye for now - and please take a moment to fill out the survey!
  • "LIKE" us on Facebook:  https://www.facebook.com/askusnow/ or find us on Twitter @askusnow.
  • 02_Thanks_Goodbye_GlobalChat:  Thanks for using the Ask-A-Chat-Librarian service.  Bye!

3.  Choices for referrals and follow-up:  Customers need to be given the steering wheel when wanting more help not just during chat, but after chat too.  The best choices for customers tend to be multiple online referrals:  email follow-up, filling out an email form, and emailing someone directly are best.  If the online referrals are limited, then phone and in-person referrals are adequate, but we do need to put ourselves into the customers' shoes and ask, "Why would I be satisfied with a phone or in-person referral?"

4.  Info Tab Information:  Even before we have a conversation with the customers, we get to learn a little bit about who they are and how they are accessing chat and possibly trying to find answers on their own in our chat monitor's Info Tab.  Please use "The Referer..." guide at http://askusnow.info/staff/learningcenter/technical/referer to become familiar with how to learn about our chat customers before we get deep into conversations with them.

5.  Time to Review the Resources:  When we give too many resources without time for the customers to review them, or we do not explain to them why the resources are useful, the customers get overwhelmed or disconnected.  One resource at a time is best.  The customers will let us know if the resources are great or not.