While we saw a 23.5% drop in the use of our chat service in 2012, our librarians sent almost 35% more answers via email in 2012 than we did in 2011!
Wow! And don’t worry about chat – we’re adding embedded chat windows on our website in 2013, hopefully drawing in more customers.
What does this mean? To me, this data, combined with a general drop in visits to our Information Desks, means that our customers continue to turn to their library for their high-level information needs, just in different ways with the current preference being email.
Tell me what you think!