1. 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 we’ve 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-mail with 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.

2. Ask Us Now by JP Being acknowledged is important. It’s a good thing they have that general greeting- otherwise you’d feel ignored. Also, waiting 2 minutes online is a long time- especially if no one is saying, ”I’ve read your question. I’m looking up a good definition for you now. It may take a minute or two. Thanks for your patience.”

3. 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.

4. Ask Us Now by JP She tried her best, but I don’t think either of us was satisfied.

5. 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.

6. 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?”

7. Ask Us Now by JP Not that there’s 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 didn’t really hurt the transaction. Also, I do understand the importance of not assuming or stereotyping our customers and their needs.

8. Ask Us Now by JP *I had asked to use the AskUsNow! logo in this presentation. I have not heard back, but they’re still within their 72 hours of getting back to me. I am confident I’ll get a reply. When I do, I’ll 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 hadn’t. That was a nice surprise. While I am still waiting for the answer to my question, I feel satisfied knowing it’s on its way.

9. 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 it’s at 3:00 a.m. :D *Images taken from recorded transcripts obtained via E-mail/Screenshot. Notations created using Open Office Draw.