1. If it’s not a virtual reference service, then what is it? Is it for… a)Library account questions b)Information questions (reference, help with library resources, advisory, etc.) c)Help with downloads d)Reports of issues (website, OverDrive, etc.) e)Suggestions, praise, or complaints f)... www.hclib.or g

2. All of the above. Online customer service at Hennepin County Library www.hclib.or g

3. History of HCL online customer service 2001 Virtual chat reference service begins at HCL 2008 AskMN First QP profile created for HCL to participate in AskMN, online reference cooperative for MN 2010 Local Local profile created in QP for email and chat between HCL staff and patrons; part of “Ask Us” brand on www.hclib.org Texting added to Local in 2011 2011 Feedback Feedback is created in QP. Began for director; eventually incorporated building managers and other departments – Email form only; optional anonymity “Tell us about your experience with the library.” www.hclib.or g

4. S l i d e… The QP S l i d e… QuestionPoint (QP) softwareAskMN (24/7 cooperative)Local (Ask Us mail/chat/text)Feedback www.hclib.or g

5. Local (Ask Us online) and Feedback Ask Us online  Over 250 staff accounts in Local ; responses are sent primarily by chat & email  Minimum of 2 staff scheduled per open hour & not while at a public desk.  Average per month totals for Local:  980 answers to patron’s email  1230 chat sessions accepted Feedback  3 staff accounts in Feedback; 1 actively responding to patrons, primarily by email  Responses sent or responders identified throughout the week.  Average per month totals for Feedback:  50 answers to patron’s email  40 questions referred out of QP www.hclib.or g

6. emailchattext Ask Us email, chat, and text responses www.hclib.or g

7. responsesreferrals Feedback form responses and referrals www.hclib.or g

8. All of the above… and then some Flood of after/before hours reports: OverDrive isn’t working! Website or catalog bug reports, comments, and feedback Campaign for gender neutral restrooms Patron contacting via different service points & different people Requests from other U.S. or international libs (e.g. org charts, how do you…?) Phone call to administration or Ask Us phone line Speak about library to women and children in residential program? DVD or book challenge Collection processing and cataloging www.hclib.or g

9. customer service www.hclib.or g

10. Erin Callahan Hennepin County Library 612-543-8815 ecallahan@hclib.org www.hclib.org