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Reasons to Join

'Ask a Librarian': Taking Customer Service to the Next Level

'Ask a Librarian', Florida's newest and largest collaborative online reference service, is taking customer service to a new level by offering patrons fast, reliable, easy-to-use online reference assistance from anywhere in the state. The service's slogan, "Real people, real help, real fast!", truly says it all! 'Ask a Librarian' maximizes valuable staff time and resources by sharing reference services with a rapidly-expanding base of participating libraries throughout Florida. The ability to engage patrons in real-time chat sessions using a comfortable, intuitive user interface provides libraries and their users a competitive edge in a fast-paced Web world. The service's core software allows libraries to generate powerful, on-demand statistics to assist them in planning and in local service development.

Fact Sheet
'Ask a Librarian' Fact Sheet (PDF)

What Separates 'Ask a Librarian' From Traditional Reference Services?

'Ask a Librarian' offers library patrons the best of both worlds, combining the "human touch" of traditional walk-up reference services with the convenience, speed and sophistication of the Web. The result is a unique and effective research experience that patrons can access whenever and wherever they need it-something that traditional walk-up reference services simply can't offer. It makes those services even better, by drawing upon the knowledge, expertise and years of experience of hundreds of library professionals statewide. This shared strength has quickly positioned 'Ask a Librarian' as a powerful, essential information resource, garnering national recognition as a "model" virtual reference service.

'Ask a Librarian' doesn't replace in-library reference services, it makes those services even better, by drawing upon the knowledge, expertise and years of experience of hundreds of library professionals statewide. This shared strength has quickly positioned 'Ask a Librarian' as a powerful, essential information resource, garnering national recognition as a "model" virtual reference service.

How Do Libraries Benefit from Participating in 'Ask a Librarian'?

Libraries have long demonstrated that sharing their collective knowledge, talents, and resources with each other is an unrivaled formula for success. 'Ask a Librarian' is a natural extension of that formula. In exchange for each participating library committing a small number of hours each month to help provide coverage for the service, those libraries are able to immediately offer their patrons state-of-the-art online reference services. Live Chat service currently operates 14 hours a day Sunday through Thursday and 7 hours on Friday and Saturday - roughly 336 hours each month - which is a tremendous return for a small investment of time. All necessary software and training for the service is provided free of charge as well, so there are no out-of-pocket costs for libraries to participate.

Want to Learn More About 'Ask a Librarian'?

For more information about 'Ask a Librarian', contact Statewide Coordinator Diana Sachs-Silveira or check out the service's Web page at www.askalibrarian.org.