The Mosio for Libraries “trailer” video is live! A 1 minute, 45 second explanation of why more librarians are choosing Mosio for their virtual reference and Ask a Librarian software needs.
Mosio enables libraries to receive and respond efficiently to questions from patrons via web chat, email, text messaging and support widgets for your website, blog and electronic resources. We’ll stop typing now and you can just watch the video. 
The library is home to not only books
Clive library to launch new online catalog
Library makes changes
Libraries offer more than books – it’s a personal experience
Parents Value Libraries’ Digital Technologies and Programs, Pew Research Shows
The New York Public Library Discusses eBook Pilot Projects
Get the library app
Even in Digital Age, Libraries Still Considered Crucial to Youth Development by Most U.S. Parents
College Libraries Transition to High Tech Learning Centers
Libraries Offer Children Resources Not Available at Home
Libraries; maintaining a role in the digital world
Mobile service helping those who can’t get to local library
B-BP Looking to Shore Up Library Programs, Enhance Technology
Little Free Library is a great, big idea in little, tiny space
Shorewood-Troy Library Now Offers Home Delivery Service
Vending machines latest library offering from Northland
Magazines go digital at Garfield County Libraries
More people using libraries with book loans up 3% in 2012
3D Printing Comes to Sunnyvale Library
New Rochelle Library is not bed-bug infested
New Library Program to Try Out Tablets & E-Readers Starts at 10 a.m.
Library launches free mobile app
How the library Can Help You to Find a Job!
Libraries unite to bump up size of catalog
The bookmobile gets the digital treatment
Found and listed by Mosio for Libraries – Patron Support Software for Libraries. All copyright belongs to original owners.
The image of the library in the modern world is changing as rapidly as technology. Gone are the silent, cavernous collections guarded by scowling librarians. Libraries of today are as much about computers and information technology as they are about books. But, one of the things that has always made the library experience so special is the personal touch that customer service provides. The human aspect of libraries is something that can never be replaced by technology, and indeed, today it is more important than ever due to the massive amount of information that is available to patrons.
In the libraries of yesterday, patrons may have sought help in using the card catalogue or locating a book on the shelves. The customer service aspect of those times was much narrower in scope. A patron today may need assistance with a variety of media; books, software, internet databases, and more. Even though so much can be accessed in a solitary fashion, i.e. the patron perusing materials independently, the library experience can be made so much better with strong, personalized customer service. And, thanks to ever-evolving options, the way that customer service can be provided is as diverse as technology itself.
Customer service no longer has to be limited to the actual brick-and-mortar library. Texting, which is vastly popular in society as a whole, is a wonderful tool for librarians to use when helping patrons. A patron can literally be anywhere and still be able to get personalized help and important answers. As much information as there is in the world, there is still no substitute for having an actual knowledgeable person to help a patron with a question. Personalized customer service is as vital today as ever—perhaps even more so! It is a very reachable goal for all libraries to foster strong interaction with their patrons through ever more diverse means. Pursuing this ideal will ensure that libraries remain the most vital source of information that they can be.
About the author: Lizabeth C.S. Bell has worked as a librarian, and has a great appreciation for the power of information. She has degrees in English literature and library science. Currently, Lizabeth is a freelance editor and writer. Follow her on Twitter @LizBell9.
Libraries, and the folks who work in them, solve problems for patrons by connecting them with the resources and information that they need.
In today’s online world an ever-increasing amount of this help is taking place via the magic of the web and mobile technologies. Patrons are no longer face-to-face with the library staff who are helping them. Instead, they are communicating with the library from their homes, their offices, and on-the-go via their mobile devices.
Libraries today must be ready to deliver excellent customer service in this online environment. Top-notch customer service is something patrons have come to expect from libraries, and this service needs to extend to the growing world of virtual assistance.
Online customer service is applied in different ways than face-to-face customer service, but it adheres to the same two central precepts:
(1) Ensure the patron knows you are listening to his or her query and that you are committed to helping until his or her information problem is resolved; and
(2) Do it with a smile on your face.
Using Ask a Librarian Software you can achieve number one by frequently communicating with patrons so they know you have not left them. Remember, they cannot see you, so you must tell them exactly what you are doing. One minute of unexplained silence in a chat box can seem an eternity and is enough to lose a patron. If a search is taking longer than expected, give the patron frequent updates so he or she knows you are still with them.
To achieve number two, you must convey your smile with the language that you use. Phrases like, “It’s my pleasure to help you today,” “Have I answered all of your questions fully and completely,” and “Thank you for being so patient,” will go a long way towards conveying that smile and giving your patrons the warm, cared-for feeling they look forward to from a library interaction.
Michael English is an academic librarian and freelance writer/editor.
–
This article is provided by Mosio for Libraries. To receive these directly in your inbox, please register for our Patron Support Tips Newsletter.
Patron Support Simplified
www.mosio.com/libraries
Hello!
This video explains all of the great reasons why more librarians choose Mosio. Our patron support software for libraries enables you to help more patrons wherever they are, faster. We offer simple copy/paste widget code for your website, blogs, content management systems and online resource areas. When patrons have questions, they click the tab, type in their question and choose their communication channel of choice: Web Chat, Text Messaging or Email.
Based on our popular Text a Librarian platform, patrons can also send/receive text messages from their mobile phones with your library, giving them communication access when they are online or on the go. Or you can just watch the video which does a great job!
To sign up for a webinar or get a quote for your library, visit us at www.textalibrarian.com
Rochester Library Can Now Text You When Your Favorite Author’s Latest Book Hits Shelves
Libraries’ literacy program helps meet families’ needs
E-books on loan from Frackville, Orwigsburg libraries
Public libraries evolving with technology
Take your libraries seriously
Libraries across the world
Libraries will collect “Food for Fines”
New York Public Library Renovation: First Visualizations Released
Stolen Little Free Library Finds Its Way Home
Longmont Public Library patrons will have access to millions of titles
Tips for a Stress-Free Library Experience
Library Reading Garden Blooming Soon!
E-book service at Staunton library
Library hosts tech sessions to boost gadget know-how
Branching out: New technology should free library staff for other tasks
|
|||
|
A library worth checking out
Indoor lawns help students handle stress
Library offers Google Chromebooks, free Wi-Fi
On the Spectrum: Little Free Libraries’ top 3,000
Tufts Libraries launches text-message service
Do-it-yourself checkouts proliferating at suburban libraries
Digital age bringing changes to offerings of local libraries
Libraries help low-income families get connected
Oldest book in NDSU library uncovered
Public school libraries increase use of mobile technology
For information about how your library can deploy patron support software, please get in touch with us. We offer free consultations and a quick quote based on the needs of your library and have helped over 800 libraries across the US and Canada.
Compiled by Mosio’s helpdesk software for libraries. All copyright belongs to original owners.
—-
We thought this was pretty creative and there are varying comment types on the page itself (click on the image to visit the site), but our favorite:
“My phone can’t even scan those…I need real libraries.”
WE COULDN’T AGREE MORE! Still, this is a great street marketing idea, so we wanted to share it. Maybe a good way to promote new services at your library.
Lisa Carlucci Thomas
There’s been a noticeable trend shift in the past year: mobile is coming of age. More and more people are upgrading feature phones to smartphones, apps and mobile web sites are increasingly available and sophisticated; and emerging research about mobile behavior provides deeper insight into the how, when, and why of mobile interaction.
In libraries, text message reference consistently provides real-time, expert support at the point of need. As the mobile community continues to grow and mature, it’s essential to reach out to customers and be sure they know how, when, and why to use your library’s text message reference service.
In the recent Pew Internet study, Just-in-time Information through Mobile Connections , “70% of all cell phone owners and 86% of smartphone owners” sought “just in time” information via mobile communications over a 30 day period. Among the objectives cited:
Reference librarians receive these types of inquiries daily; why not more by text message? With the back to school rush right around the corner, now’s the time to revitalize your text message marketing to focus on the just in time behavior of mobile customers in 2012.
Need inspiration? Take a look at these retro library posters, then design your own based on the Pew findings. Tweet your designs to @textalibrarian & @lisacarlucci to be featured!
4 Fresh Themes to Market Text Message Reference:
SOLVE A PROBLEM | Text A Librarian
SETTLE AN ARGUMENT | Text A Librarian
REACH YOUR DESTINATION | Text A Librarian
GET HELP | Text A Librarian
Lisa Carlucci Thomas is the Director and Founder of Design Think Do, providing innovation and technology consulting to libraries, publishers, and information partners. Follow Lisa on Twitter @lisacarlucci
© 2013 Mosio for Libraries – Patron Support Software · Proudly powered by WordPress & Green Park 2 by Cordobo.
Valid XHTML 1.0 Transitional | Valid CSS 3
