Comments on: IM versus Chat: What’s better for customer service? http://strangelibrarian.org/2007/08/im-versus-chat-whats-better-for-customer-service/ playing in the waves since 1982 Tue, 03 Jan 2012 04:54:30 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: online synchronous communications (you know, IMing ‘n stuff) « Sarah Bates’ Blog http://strangelibrarian.org/2007/08/im-versus-chat-whats-better-for-customer-service/comment-page-1/#comment-1966 online synchronous communications (you know, IMing ‘n stuff) « Sarah Bates’ Blog Wed, 08 Apr 2009 02:43:30 +0000 http://strangelibrarian.org/blog/?p=103#comment-1966 [...] the strange librarian ” IM versus Chat: What’s better for customer service? You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site. [...] [...] the strange librarian ” IM versus Chat: What’s better for customer service? You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site. [...]

]]> By: Instant Gratification and Library Services « Katalista’s Blog http://strangelibrarian.org/2007/08/im-versus-chat-whats-better-for-customer-service/comment-page-1/#comment-1905 Instant Gratification and Library Services « Katalista’s Blog Fri, 06 Feb 2009 21:47:15 +0000 http://strangelibrarian.org/blog/?p=103#comment-1905 [...] back to things in a local context. So I’m agreeing with the opinion in this blog post by strangelibrarian.org. Even though users might not connect with their local library, the service is available to them [...] [...] back to things in a local context. So I’m agreeing with the opinion in this blog post by strangelibrarian.org. Even though users might not connect with their local library, the service is available to them [...]

]]> By: Instant Gratification and Library Services http://strangelibrarian.org/2007/08/im-versus-chat-whats-better-for-customer-service/comment-page-1/#comment-1789 Instant Gratification and Library Services Mon, 13 Oct 2008 23:23:18 +0000 http://strangelibrarian.org/blog/?p=103#comment-1789 [...] back to things in a local context. So I’m agreeing with the opinion in this blog post by strangelibrarian.org. Even though users might not connect with their local library, the service is available to them [...] [...] back to things in a local context. So I’m agreeing with the opinion in this blog post by strangelibrarian.org. Even though users might not connect with their local library, the service is available to them [...]

]]> By: Gleeson Library / Geschke Center « Web 2.0 and Libraries: Virtual Reference with IM http://strangelibrarian.org/2007/08/im-versus-chat-whats-better-for-customer-service/comment-page-1/#comment-342 Gleeson Library / Geschke Center « Web 2.0 and Libraries: Virtual Reference with IM Sun, 02 Dec 2007 02:19:27 +0000 http://strangelibrarian.org/blog/?p=103#comment-342 [...] a wide range of service. When The Strange Librarian blogger weighed in on the great debate of IM verus Chat: What’s Better for Customer Service, she contrasted the collaborative efficiency of chat-based virtual reference networks with the [...] [...] a wide range of service. When The Strange Librarian blogger weighed in on the great debate of IM verus Chat: What’s Better for Customer Service, she contrasted the collaborative efficiency of chat-based virtual reference networks with the [...]

]]> By: Social Software in Libraries » links for 2007-11-15 http://strangelibrarian.org/2007/08/im-versus-chat-whats-better-for-customer-service/comment-page-1/#comment-293 Social Software in Libraries » links for 2007-11-15 Thu, 29 Nov 2007 13:44:00 +0000 http://strangelibrarian.org/blog/?p=103#comment-293 [...] the strange librarian » IM versus Chat: What’s better for customer service? (tags: chapter9 week9) [...] [...] the strange librarian » IM versus Chat: What’s better for customer service? (tags: chapter9 week9) [...]

]]> By: Meryl http://strangelibrarian.org/2007/08/im-versus-chat-whats-better-for-customer-service/comment-page-1/#comment-39 Meryl Tue, 04 Sep 2007 18:05:00 +0000 http://strangelibrarian.org/blog/?p=103#comment-39 While I agree that canned messages are not ideal (per Cynthia's post), they are a function that enables us to touch base when our response time would otherwise potentially turn away patrons. I see it as a necessary evil and not something off-putting. Just a fact of VR life to date. While I agree that canned messages are not ideal (per Cynthia’s post), they are a function that enables us to touch base when our response time would otherwise potentially turn away patrons. I see it as a necessary evil and not something off-putting. Just a fact of VR life to date.

]]> By: Julie http://strangelibrarian.org/2007/08/im-versus-chat-whats-better-for-customer-service/comment-page-1/#comment-32 Julie Thu, 16 Aug 2007 18:19:54 +0000 http://strangelibrarian.org/blog/?p=103#comment-32 Cynthia, That's a fantastic idea! Someone (ALA?) should mount a campaign involving celebs... maybe a sneaky one where celebs are being paparazzi'd in their local library. Then they speak out for libraries. :-). Although anyone marketing for real, on a large scale, for the profession/industry would make me happy. and none of that "@ your library" stuff that's way too cheesy to be effective. (now might be a good time to note that my opinions are my own and not those of my employers). I'm going to pass on your note about the scripted messages to the folks at QandANJ. I hate using them too (and indeed, only use the hello and goodbye, but not in place of my own personally typed hello and goodbye) but we have them there to "set the tone" and other such things that I haven't fully formed ideas about yet. We need to remember we're people... not robots with quotas. How are you "banned" from QandANJ? On the librarian-side you mean? In MD we have had volunteers in the past (and an lib school intern who's now at the American Uni in D.C. running their IM service) but haven't made it a regular practice to include lib school students. I don't know what the thing is with lib students, but i STILL hear folks saying they didn't like helping a lib school student cause they're supposed to know how to do this stuff. Um, hello? STUDENT!!! Cynthia,
That’s a fantastic idea! Someone (ALA?) should mount a campaign involving celebs… maybe a sneaky one where celebs are being paparazzi’d in their local library. Then they speak out for libraries. :-). Although anyone marketing for real, on a large scale, for the profession/industry would make me happy. and none of that “@ your library” stuff that’s way too cheesy to be effective. (now might be a good time to note that my opinions are my own and not those of my employers).

I’m going to pass on your note about the scripted messages to the folks at QandANJ. I hate using them too (and indeed, only use the hello and goodbye, but not in place of my own personally typed hello and goodbye) but we have them there to “set the tone” and other such things that I haven’t fully formed ideas about yet. We need to remember we’re people… not robots with quotas.

How are you “banned” from QandANJ? On the librarian-side you mean? In MD we have had volunteers in the past (and an lib school intern who’s now at the American Uni in D.C. running their IM service) but haven’t made it a regular practice to include lib school students. I don’t know what the thing is with lib students, but i STILL hear folks saying they didn’t like helping a lib school student cause they’re supposed to know how to do this stuff. Um, hello? STUDENT!!!

]]> By: Cynthia http://strangelibrarian.org/2007/08/im-versus-chat-whats-better-for-customer-service/comment-page-1/#comment-31 Cynthia Thu, 16 Aug 2007 17:05:40 +0000 http://strangelibrarian.org/blog/?p=103#comment-31 You go girl--put the customer first, build a relationship, stay local but leverage national tools. Good thing you aren't in a SCILS classroom or someone would be sure to behead you for even thinking about adapting some "business" model techniques to libraries!!! (Please explain to me why marketing is a dirty word to so many librarians?). I love Q&A NJ and use it regularly. I can not wait to be allowed on the other side (library school students who are only two classes from graduation should be recruited, not banned!). My complaint about it--the clear use of a script when interacting with me. The more you use it, the more you realize that you are not being "spoken" to, you are being typed at. IM I feel would minimize this issue. And as often as I use Q&ANJ, on all occasions except one, I was using it from work during normal business hours--so local should not be an issue. I believe, we need to market what these services are so that people don't think they are getting a local person and then realize, oops, no I am not. No one ever reads the rules/disclaimers/etc. We need Orlando Bloom to actually speak and explain it (and while he is at it, he could add one of those stories about how a library/librarian touched his life....and maybe have those celebrities seen actually in their local library...). You go girl–put the customer first, build a relationship, stay local but leverage national tools. Good thing you aren’t in a SCILS classroom or someone would be sure to behead you for even thinking about adapting some “business” model techniques to libraries!!! (Please explain to me why marketing is a dirty word to so many librarians?).

I love Q&A NJ and use it regularly. I can not wait to be allowed on the other side (library school students who are only two classes from graduation should be recruited, not banned!). My complaint about it–the clear use of a script when interacting with me. The more you use it, the more you realize that you are not being “spoken” to, you are being typed at. IM I feel would minimize this issue. And as often as I use Q&ANJ, on all occasions except one, I was using it from work during normal business hours–so local should not be an issue.

I believe, we need to market what these services are so that people don’t think they are getting a local person and then realize, oops, no I am not. No one ever reads the rules/disclaimers/etc. We need Orlando Bloom to actually speak and explain it (and while he is at it, he could add one of those stories about how a library/librarian touched his life….and maybe have those celebrities seen actually in their local library…).

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