In 2012 Customers Went Crazy for Email Reference!

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!

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