Electronic Reference Updates

InfoQuest - Text Reference

1. pilot has been extended through December 2010
2. HPL is only committeed to one hour per week (Thursdays 2-3pm)
3. may add more hours in January 2010
4. 3 CELS staff currently monitor text reference; interested? check w/Paty, Saima or Somer

info 24/7 Updates

• still 24/7 access to our patrons
• QuestionPoint gave us 24/7 access for only $5,000
• 15 additional "after hours" + 5 Spanish queue hours
• HPL will continue to monitor our regular M-Sat hours
• HCPL, FBCPL and MCMLS have agreed to monitor more hours
• 3 CELS staff will monitor the additional hours (nights, early mornings & weekends)
• Paty & Fred will cover the Spanish queue
• try to monitor multiple chats; must increase total # of chats we monitor
• chat training is planned for October - please let your supervisor know if you are interested
• CEN Reference staff who haven't been trained, will attend this training

info 24/7 Reminders

• info 24/7 NOT InfoLive!
• personalize scripts-> first name or no name is fine but please don't use "My name is. How can I help you?"
• when monitoring a cooperative patron (anyone not from HPL), please use the cooperative greeting. Cooperative patrons need to know right away that they are being helped by someone from another library system
• please use patron library's goodbye script. If one is not listed, please use a generic "thank you for using our chat service" script.
• try to limit chat duration between 15-20 minutes
• wait 2 minutes to pick a UK Enquire patron
• check QP wiki for information
• please feel free to contact Paty or Saima for any chat related questions