[Answerland] Info for those staffing 24/7 Cooperative chat

[Tamara Ottum]

FYI, you can tell a patron is from a Maryland AskUsNow! library when "MDAsk" appears as part of their library's name.
________________________________
From: Tamara Ottum
Sent: Thursday, January 31, 2019 2:20 PM
To: answerland at listsmart.osl.state.or.us
Subject: Info for those staffing 24/7 Cooperative chat

Hello Answerlanders,

I’ve been made aware of a change to Maryland AskUsNow!, which is Maryland’s equivalent of Answerland.

Basically, starting tomorrow we are asked to only end chat sessions with an "Answered" or "Lost Call" Resolution Code for AskUsNow libraries. If the chat customers need further assistance after chat, we are asked to give them appropriate referrals from the local library website. Notices about this are in the “Alerts” section of each library’s policy page.

Below are more details from the AskUsNow Coordinator. Let me know if you have questions.
-Tamara


Dear 24/7 Cooperative Libraries:

Maryland AskUsNow! is beginning to streamline its service.  One of the important steps we have decided to take is to end email follow-up at the end of the business day on Thursday, 1/31/19.

We have decided to end email follow-up because we recognize that chat librarians provide excellent customer service to our Maryland customers, and further recognize that Maryland AskUsNow! libraries were spending an intensive amount of time reviewing chat transcripts.  If a customer has a concern, they will let their Maryland library know.

Please be aware of how the Maryland AskUsNow! Policy Pages will have alerts about email follow-up ending.  We ask that you provide appropriate referrals when customers need help beyond chat, and only mark the chat sessions with the "Answered" or "Lost Call" Resolution Codes.

Thank you for your support and cooperation as Maryland AskUsNow! takes this important step in the streamlining process.

As a follow-up, I will clarify the question that has been asked most often from libraries in and out of Maryland AskUsNow!:

Q: Will Maryland AskUsNow! chat librarians still use the "Follow Up by Patron Library" resolution code when they help customers from other states and countries' libraries?

A: Yes, Maryland AskUsNow! chat librarians will add in the Follow Up by Patron Library resolution code when deemed appropriate for chats from Ask Here PA, CUNY: BARUCH COLLEGE, Denver Public Library, Regent University, etc....

The Follow Up by Patron Library code (along with Followup by Me) are not added to chats that are from Maryland AskUsNow! customers.

Thank you to the libraries that requested the clarification. I hope this follow-up helps more libraries in the 24/7 Cooperative as Maryland AskUsNow! continues its streamlining process.


Tamara Ottum
Answerland Coordinator
answerland.org<https://answerland.org/>
State Library of Oregon | Library Support & Development Services
tamara.ottum at state.or.us<mailto:tamara.ottum at state.or.us> | 503-378-6506<tel:%20(503)%20378-6506> | www.oregon.gov/library<http://www.oregon.gov/library>


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