Ask a Librarian Blog

Aww…. did you miss it???

Traci — Fri, 17 Feb 2012 18:40:07 +0000

Did you miss this week’s Ask a Librarian webinar, “When Teens Attack!: Tips for Serving 12-year-olds and Other Difficult Customers on Chat Reference”?

You’re in luck.

Presenter Jen Robinson posted her presentation on her website… check it out!

http://www.everythinglibrarian.net

Maximize broadband, minimize costs:Libraries Connect Communities Blog Interview

Traci — Wed, 08 Feb 2012 17:35:26 +0000

Find out what Sherry Millington, Technical Services Coordinator & IT Manager, does to maximize Internet broadband and minimize costs at the Suwannee River Regional Library System in this Libraries Connect Communities ALA Blog interview.

Read the blog post here.

So, what do YOU think?

Be sure to leave a comment and tell other library staff what tips you’d recommend, what has or hasn’t worked for your library system, or simply share your thoughts and suggestions on the issues presented.

Chat, Text, Email Statistics – January 2012

Jessica — Mon, 06 Feb 2012 19:09:29 +0000

The following statistics are now available for the month of January 2012:

Ask a Librarian Mobile Chat

Jessica — Mon, 06 Feb 2012 14:12:46 +0000

Do you hate coming to a website that doesn’t have a mobile friendly interface? We certainly do!

When you try to type on the small screen, does it become difficult to type because the keyboard hides the rest of the screen?

Well Guess What??? On February 15, we will be launching an enhanced mobile site that allows you to chat directly with a librarian!

You will be able to chat with a statewide librarian or scroll down and find your local library right from your mobile device! Once you select your library, it will allow you to chat, e-mail, or text.

If you select chat, it will open in a new screen, and allow you to enter your name, email, and question. Once you select chat, the new mobile interface will open and you will be chatting live with a librarian!

You also have the option to text message directly from the new interface. Once you select this option you can click on the phone number, and your phone will open to your texting screen. Don’t forget to enter your 3 letter code.

If you decide to send an email, your new screen will easily allow you to enter your name, email, subject, and question and send that email!

Online Marketing Campaign

Jessica — Mon, 06 Feb 2012 13:57:44 +0000

In late January, Ask a Librarian began a marketing campaign online through Google ads. LURE Designs & Th!ink Creative Inc. have developed a media plan to run in two test markets for 30 days: Orlando & Jacksonville.
The media plan focuses on two main goals: creating awareness of the Ask A Librarian program and increasing usage of the Ask A Librarian service. Th!nk Creative selected media that would reach a broad audience at a cost effective price.

After reviewing the results from the test markets, we will share the complete report with participating libraries. With the keywords used in the ads, we hope to gain insight as to what users are looking for in Google, and how we can market the Ask a Librarian program to these new users.

If you have any questions, please contact Jessica Riggins at rigginsj@tblc.org

Texting Enhancement

Jessica — Wed, 01 Feb 2012 19:38:51 +0000

When responding to text messages in the Agent Console, you no longer have to use an exclamation point (!) in front of your response.

Just another exciting enhancement to make your job easier!

August 2011 Exemplary Reference Awards

Jessica — Tue, 31 Jan 2012 17:56:35 +0000

The Quality Assurance Workgroup is happy to award the following transcripts for the August 2011 Exemplary Reference Awards. Transcripts were awarded in three categories: Best Detailed Chat, Best Brief Chat, and Best Teaching Chat.

The three winning transcripts are at: http://askalibrarian.org/blog/august-2011-exemplary-transcripts/

Show your statewide colleagues that you value the customer service they provide to your patrons and students with a nomination. You can nominate yourself or your co-workers sessions in the Ask a Librarian Toolbox at: http://info.askalibrarian.org/ or when closing a live chat session.

A huge thanks to everyone for all their hard work on Ask a Librarian – without each of you, Ask a Librarian would not be a success.

Brief Exemplary Chat:
Tina Peak, Lake Wales
Tina was able to really connect with a patron about a new installment in a DVD series. With lots of enthusiasm, she was able to both help the patron and learn a little more about an upcoming release.

Detailed Exemplary Chat:
Julio Granda, Miami-Dade Public
Julio chatted at length with a patron who needed contact information to apply for a job with the Orange County Library system. Julio gave the patron encouragement and tips on having a successful interview. His patron better get a job after all the encouragement!

Teaching Exemplary Chat:
Ingrid Purrenhage, Pasco Hernando Community College
Ingrid helped a student find a video from the streaming video databases (FMG) taking the student through the steps to access the needed segment. Helpful, patient interaction!

Congratulations to our winners!

Each month we receive numerous nominations for fantastic reference. Here are the other nominees:

Brief Chat:

Edith R, College of Central Florida
SandraLee H, St Leo University
Yossi G, Everglades University
Mindy R, Palm Beach County
Bronwyn M, Ask a Librarian Staff
Guy A, Jacksonville PL
Kathy S, Palm Harbor
Jaime G, Ask a Librarian Staff – Jaime G
Janice B, Lee County
Richard L, NOVA
Tom M, Citrus County
Susan S, Hodges University
Jonathan D, Maitland Library
Katherine D, Jacksonville PL
Mary M, Training
Angela G, Jacksonville PL
Kristy, FAU
John M, OCLS
Sandra D, Brevard Community College

Detailed Chat:

Sarah H, FIU
Richard L , NOVA
Drew S , USF Libraries
Sharyn B, Tampa Hillsborough
Susan S, Hodges University
Mindy R ,Palm Beach County
Theresa R, Jacksonville PL
Yossi G, Everglades University
Bronwyn M, Ask a Librarian Staff
Jill B, Lee County – Jill B
Ellen, MDPLS
Jaime G, Ask-A-Librarian Staff
Theresa, Jacksonville Public

Teaching Chat:

Eric Dillalogue, Florida Keys Community College
Christine B, Florida Gateway College
Richard L, NOVA
Zach E, Everglades University
James L, Palm Beach County
Deidra G, Miami Dade Public Library System
Bronwyn M, Ask a Librarian Staff
Jaime G, Ask a Librarian Staff
Laura R, NOVA
Sandra C, Tampa Hillsborough Public Library
Diana M, Santa Fe

Library Day at the Legislature – February 1, 2012

Traci — Mon, 30 Jan 2012 16:46:12 +0000

Are you keeping up with information on Library Day at the Legislature?

For more information, please check out this page on the Florida Library Association website:

http://www.flalib.org/library_day_2012.php

Calling all evening-shift library staff!

Traci — Fri, 27 Jan 2012 17:09:42 +0000

TBLC Presents…

How to Deal with Angry Customers

(Yes, it’s an evening workshop!)

Thurs., Feb. 16, 2012 ~ 7:30-8:15 pm ET

What is the secret to handling situations with difficult or angry customers while maintaining your composure and professionalism?

In this webinar, Andrew Sanderbeck of PCI Webinars/People Connect Institute will teach you a five-step approach to help you effectively diffuse and resolve these situations with less stress AND more confidence!

Ask a Librarian Annual Report 2010-2011

Jessica — Thu, 26 Jan 2012 16:50:27 +0000

Another exciting year has passed with Ask a Librarian. In October 2010, we launched the text messaging service. In 2011, we added threaded history to texts, began the statewide Spanish email service, and refreshed the logo and design. It has been an exciting year and we look forward to the new enhancements coming in 2012.

Thanks to all of you, Ask a Librarian is a success year after year! Your hard work never goes unnoticed!

Ask a Librarian 2010-2011 Annual Report