Now that we have librarians in six of our libraries (EDM, LYN, MAR, MUK, OAK & SNO) up to date in monitoring our chat service, we are able to add points of service to our customers who prefer using chat to communicate! We will start by adding an embedded chat interface window to our “Research” pages and our “Find A Good…” pages. If a customer has drilled down to that level and now found what they needed they will see the option to ask for help right there instead of needing the extra navigation to our Ask Us, Tell Us page.
If Sno-Isle Librarians are monitoring then we will pick up our customers. If not, then Seattle Public Library or other library system librarians in WA State will pick up while they are monitoring during open hours. If no one in WA State is available to monitor then the question will go the global queue where many librarians are helping out from all over. Just like with our chat form questions (on the Ask Us Tell Us page), we will have the opportunity to follow up with each and every one of our customers to make sure that their question was completely answered.
We are also working with Polaris to embed chat communication in the PAC for even another convenience to our customers. This is still in development.
Any questions? Please feel free to comment here or contact Christa at x7160!