ASK US NOW! by JP
This exercise invited us to explore online, library information
assitance through Ask Us Now and evaluate our experience based on
what weve learned through our Excellent Customer Service
training.
I went through three sessions with three different Ask Us Now
Librarians. My first encounter (in pink) was okay, a 3.5/5
experience.My question was not answered completely.Sources were
cited, but not direct.In the end, the information given was
confused and ultimately incomplete.
My second encounter (in green) was good, a 4/5 experience.My
question was completely answered.Sources were cited often, but not
always direct.In the end, the information was mostly clear and
ultimately comprehensive.
My third encounter (in blue) was good, a 4/5 experience.My
question was not answered completely as I am awaiting an E-mailwith
further information and instruction.Sources were not able to be
cited due to the type of information.In the end, this presentation
was created without having received word from Ask Us Now.
Ask Us Now by JP
Being acknowledged is important. Its a good thing they have that
general greeting- otherwise youd feel ignored. Also, waiting 2
minutes online is a long time- especially if no one is saying, Ive
read your question. Im looking up a good definition for you now. It
may take a minute or two. Thanks for your patience.
Ask Us Now by JP
Four minutes without a response is worse. Plus, since I was
uncertain how far along she was in her search, I found myself
trying to offer assistance. Which may have come off worse than
intended. I prefer face-to-face interviews more.
Ask Us Now by JP
She tried her best, but I dont think either of us was
satisfied.
Ask Us Now by JP
Response time online is so important. This librarian was very
effective in her efforts to keep me informed and engaged in the
interview process.
Ask Us Now by JP
Our Excellent Customer Service training was right- additional
guidance in locating the information on a webpage is necessary!
e.g. Look in the upper-right-hand corner, under the heading About.
Do you see that?
Ask Us Now by JP
Not that theres really a cardinal sin in the interview process,
but in our Excellent Customer Service training it seemed pretty
important NOT to ask this question. However, I felt that we were
far enough along in the interview that it was clear that this was
an assignment. It didnt really hurt the transaction. Also, I do
understand the importance of not assuming or stereotyping our
customers and their needs.
Ask Us Now by JP
*I had asked to use the AskUsNow! logo in this presentation. I
have not heard back, but theyre still within their 72 hours of
getting back to me. I am confident Ill get a reply. When I do, Ill
let you know what I find out.
This librarian was very helpful, timely, and professional in her
exchange with me. She also asked me a follow up question- which the
others hadnt. That was a nice surprise. While I am still waiting
for the answer to my question, I feel satisfied knowing its on its
way.
Ask Us Now by JP
I would encourage customers to use Ask Us Now when their local
library is inaccessible or after-hours and during holidays.
The beauty of Ask Us Now is that it is accessible 24/7 and is
staffed by librarians all over the state of Maryland. They can
provide information assistance and help with navigating the
Internet.
When all else fails, ask a librarian! Even if its at 3:00 a.m.
:D
*Images taken from recorded transcripts obtained via
E-mail/Screenshot. Notations created using Open Office Draw.
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