by Kelly Doty | Apr 10, 2014 | Agent Console, Customer Service, FYI - Interesting Tidbits, News, Reference, Training
Space is still available! Ask a Librarian Refresher Friday, April 18, 10a – 12p ET Space is available in our brief refresher webinar, where previously-trained Ask a Librarian staff relearn the basics. This two-hour webinar is... by Kelly Doty | Apr 9, 2014 | Customer Service, FYI - Interesting Tidbits, News, Reference, Training
You’ve already attended training – but you just haven’t had much opportunity to practice or staff the chat reference desk… sound familiar? Are you trying to staff chat now, but still feeling a little like a fish out of water? Would you like... by Kelly Doty | Aug 29, 2013 | Customer Service, Marketing, News
Ask A Librarian is open 84 hours, 7 days a week. Even when your library is closed, your patrons and students have access to someone on the desk via chat, text or email. You can order the signs from the Promotional Marketing Materials or download and customize to add... by Kelly Doty | May 16, 2013 | Customer Service, News, Reference, Training
OCLC: Engaging with Patrons Online Friday, June 14 — 12:00 pm, Eastern (9:00 am, Pacific) What makes a chat session good and what makes a chat session exceptional? Carla Pfahl, Coordinator of AskMN (Minnesota’s statewide virtual reference service), and Merrie... by Kelly Doty | Nov 1, 2012 | Customer Service, FYI - Interesting Tidbits, News, Reference
Participate in VR Research via Phone Interview Dear Virtual Reference Librarian: Greetings! We are looking for people interested in taking part in an important study of virtual reference services (VRS). We are willing to pay you for your time. We hope you will be... by Kelly Doty | Sep 5, 2012 | Chat Transcripts, Customer Service, Exemplary Reference Awards, FYI - Interesting Tidbits, Local Patrons, News, Quality Assurance Workgroup, Reference, Staffing Etiquette, Training
Hot Topics: Customer Service Excellence, or How to Win an Exemplary Reference Award Wednesday, September 26, 2012 2-3 pm ET We all know the importance of customer service in reference, but the unique environment of chat reference sometimes presents a few unique...