learning center

Quality Control Commendations and Tips for Chat Improvement: July-September 2018

AskUsNow!:  Quality Control Commendations and Tips for Chat Improvement

FY 19

July-September 2018

 

During the summertime, and beginning of the school year and Fall semester, we receive more basic reference, circulation, and access services questions than the student research and e-services questions.  

 

Statewide Scripts

Please refer to the Shared Scripts in our QuestionPoint Accounts for the most up-to-date scripts.  I am in the process of updating this page.  Thanks, Paul/AUN

Have any suggestions on improving the current scripts.  Or creating new ones?  Please contact Paul (pchasen@prattlibrary.org).  Thanks!

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. 

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?....

 

Shared Follow-Up

Purpose

"Shared Follow-Up" is a folder of chat sessions that have been marked with the "Follow Up By Patron Library" resolution code.  Shared Follow-Up Libraries have the responsibility of sending chat sessions to the customers' local libraries or subject specialists, or replying back to them immediately. Shared Follow-Up is another way that AskUsNow! libraries and librarians help each other out within the 72-hour follow-up by email expectation.

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.

Our Special Library Partners are Open for Referrals!

Updated on 5/7/2018

You are one of the 200-300 librarians who actively staff Maryland AskUsNow!'s chat service. You’re part of a system that is made up of 40 partner libraries. Through your session(s), you help to cover AskUsNow! for over 200 hours a week, all from computers like yours, and all over Maryland.

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

 

Searching the Full Text of Transcripts

Did you know you can search the full text of our chat, email, and text message transcripts? (WOO HOO!)

Here's how it works:

Searching

From the QuestionPoint homepage, click on Ask in the dropdown menu.You will now see the Search box has a drop-down menu next to it:

   

 

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