behaviors

Quality Control Commendations and Tips for Chat Improvement: January-March 2018

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 18

January-March 2018

 

Privacy and Librarians: What can we share with online customers about AskUsNow! Librarians?

Occasionally I come across chat transcripts where customers ask the following types of questions:

 

  1. Is MD Librarian John Smith available?  I lost my connection with him.
  2. Is MD Librarian John Smith available?  He helped me out the last time I was on chat.
  3. When are UMES librarians online?  Charles County librarians?  BCPL librarians?....

 

Special Library Partner Optimization

Updated on 5/7/18

In order to give AskUsNow!'s special library partners more visibility within Maryland, our library partners across the state can now link directly to our special library partners / subject specialists websites and email webforms where deemed appropriate for their own websites.

Quality Control Commendations and Tips for Chat Improvement: October-December 2017

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 18

October-December 2017

 

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

 

Quality Control Commendations and Tips for Chat Improvement: April-June 2017

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 17

April-June 2017

 

Helping AskUsNow! Patrons With Law Questions

While we cannot give legal advice to our patrons, we are empowered to connect them with resources and people who can. Maryland has a variety of places to find information on questions pertaining to laws, case law interpretation, and legal procedures. 

What Exactly Are “Law” Questions?

We see many questions covering the history and application of legal precedent. This guide refers to questions covering civil and criminal procedure, case law, and regulations. For example: 

Quality Control Commendations and Tips for Chat Improvement: January-March 2017

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 17

January-March 2017

 

Customer Service Excellence in Email Reference

For following up with a customer via email, we have the same customer service/quality guidelines that we do in person or in chat! The benchmark of a successful customer service email effort should be the quality of the response. Here's a quick guide to excellent email reference!

Let's say a customer came into chat asking about resources for becoming a dental hygienist and the chatting librarian marked the session for follow-up via email. This is how you'd want to respond:

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