Chat, Text, Email Statistics – April 2011
Introducing Threaded History!
Attention, texters!!
We are thrilled to announce a new threading feature in Ask a Librarian Texting which displays the most recent text interactions with a user’s phone number! Recent interactions between Ask a Librarian staff and the user are color-coded and even appear in the preview, and make it super-easy for you to determine the flow of help. We are certain that this will help all of us in better determining the needs of Ask a Librarian users in their moments of need to provide the excellent reference help and customer service they know and love.
Login to the Librarian Toolbox now to view the demo!
AaL Comes to FLA
Please join us for this year’s Ask a Librarian Annual User Forum at the
Florida Library Association 2011 Conference in Orlando, Florida.
Thursday, May 5, 2011
1:15 – 2:15 pm
Conference Room: Volusia/Cape Canaveral
We’ll recognize our Exemplary Reference Award winners, and give you an exciting recap of the past year in Ask a Librarian. You’ll get the inside scoop on the incredible Instant Invite tool and hear about a brand new texting development that will make you jump for joy.
The first 20 attendees to give Beth or Traci a high-five get a nifty Ask a Librarian drawstring bag, so be there or be square!
your help needed – upcoming shifts
Your help is needed for the following Ask a Librarian shifts! Please consider taking one of the following to help your peers:
Sun., May 1, 2-3 pm (collaborative)
Thurs., May 5, 5-6, 6-7, and 7-8 pm (collaborative)
Fri., May 6, 1-2 and 3-4 pm (collaborative)
Sat., May 14, 1a-12p (collaborative)
Tues., May 17, 7-8 pm (collaborative)
Please check your schedules and let me know (avett@tblc.org) if you can help out with a one-time or ongoing shift.
Ask a Librarian Mentoring Program
Attention, staff:
Have you attended training, but just haven’t had much opportunity to practice or staff the desk?
Are you trying to staff… but still feel a little like a fish out of water?
Would you like someone to help you apply your knowledge and skills to the exciting world of virtual reference?
Since its debut in 2009, the Ask a Librarian Mentoring Program has helped others just like you. From live, one-on-one guidance during actual patron chats to anytime-emails of reassurance or feedback and support, your mentor will work with you to meet your individual goals in chat reference on Ask a Librarian.
Who is an Ask a Librarian Mentor?
Ask a Librarian Mentors are librarians, just like you, who have experience working with real patrons in live chat through Ask a Librarian. Your mentor is there to share his or her knowledge, experiences, and wisdom in conducting chat reference and using the Ask a Librarian InstantService software. Your mentor’s foremost goal is to help you – to encourage your comfort, growth, and achievement in a warm, supportive environment. Who can beat that?!
What will I learn?
Your mentor will help you to navigate successfully through the InstantService software (such as pushing nifty Web pages to patrons), to feel more comfortable utilizing online resources that help you – and your patron – during chats, tips on building and maintaining patron rapport from their own personal experiences, and more.
How does it work?
We’ll find you your very own ‘seasoned pro’. Your Ask a Librarian Mentor will work with you to establish a plan of action that best fits your needs and schedule. Some mentors even prefer to work evenings and/or weekends – so chances are great that we can find someone whose availability matches yours. From emails and phone calls to practice sessions and real-time assistance during actual patron chats, your mentor is there to help you succeed!
Where do I start?
Interested? Fill out this form to become a mentee: http://www.surveymonkey.com/s.aspx?sm=PXvDmojyoBFJ3iGvcUEnXg_3d_3d or email me for more information. What do you have to lose, but maybe a little anxiety or fluttering stomach? Virtual reference experience builds your professional growth and your experience portfolio, so take advantage of your peers’ generosity and increase your skill & comfort levels in Ask a Librarian.
Support Florida Libraries! – online submission tool
Have you tried FLA’s automated contact tool yet? It allows you to voice your support of Florida’s libraries with just a few clicks. Just enter your contact information and choose from email or print delivery. You can use the fully-crafted default message as-is, or you can modify it to add your own positive messages for a more personal perspective.
http://capwiz.com/ala/fl/home/
I chose to modify my message a bit, and it still only took me maybe 2-3 minutes total for the whole process. When you click “Send Message”, your message is automatically distributed to the following people:
Rick Scott (R-FL), Governor
Jennifer Carroll (R-FL), Lt. Governor
Your State Upper Chamber Representatives
Your State Lower Chamber Representatives
Hillary Clinton, Secretary of State, Secretary
Denise Grimsley, Representative, Committee Chair
Mike Haridopolis, Senate President, Senate President
Mike Horner, Representative, Committee Chair
Don Gaetz, Senator, Committee Chair
Dean Cannon, Speaker, Speaker of the House
Have a great day,
Traci
Chat, Text, Email Statistics – March 2011
The following statistics are now available for the month of March 2011:
Hot Topics: Customer Service Excellence, or How to Win an Exemplary Reference Award
Please register now for our upcoming webinar:
Hot Topics: Customer Service Excellence, or How to Win an Exemplary Reference Award
Mon., June 6, 2011 – 1:30 – 3:00 pm ET
Each month, the Quality Assurance Workgroup presents awards in 3 areas – Brief, Detailed, and Teaching chats – based on outstanding virtual reference customer service in Ask a Librarian. In this workshop, Susan Livingston of South Florida Community College, who has won four Exemplary Reference Awards, will provide the tips and tricks she has developed to provide superior customer service. Pat Barbier, co-chair of the Quality Assurance Workgroup, will provide valuable tips and insights from the Quality Assurance Workgroup perspective. Let Susan and Pat give you all the tools you need to provide customer service excellence and secure your next Exemplary Reference Award. Register today!