Tag Archives: Library Customer Service

Ideas for Improving Patron Service at Your Library, Regardless of Your Department

Customer Service

Self-Checkout Machines

Improving patron service doesn’t always mean providing the human touch; in fact sometimes it can mean giving the patron the option to forgo the human touch. One example of this is self-checkout machines.

There are many reasons why a patron might prefer to use a self-checkout machine. They may be in a real hurry and just want to pop in real quick, grab a certain title from the shelf, and dash back out. Or they may be checking out books on a subject that would make them uncomfortable to bring to the circulation desk for check out.

Providing this additional self-service checkout option improves service by giving these patrons exactly what they want – more convenience and improved patron privacy.

Staff Training and Cross-Training

There is perhaps no better way to improve patron service at your library than to ensure that the staff is well-trained on customer service strategies and able to handle any basic library function or patron request.

To ensure the first, regular customer service training should be an integral part of your library’s staff development programming. Repeated exposure to different types of strategies and techniques for improving patron service and tips on handling difficult patron situations with poise and tact will help foster a patron-centered environment.

Making sure that all staff members are cross-trained on the basic functions outside of their own departments will help ensure the second. When a patron stops a staff member to ask a question that falls outside of the staff members immediate duties and activities and that staff member is able to provide the needed assistance rather than having to go find the answer from another staff member, your patron service has stepped up to the next level.

Give Them What They Want

Finally, one of the best ways to improve patron service at your library is to provide opportunities for your patrons to tell you how you can improve service. This is easy because you don’t have to be creative; you just listen and then implement.

The old-fashioned suggestion box is still a terrific way to solicit this feedback from patrons. Add the modern incarnation to your library’s homepage – an online suggestion form – and you will have no shortage of projects to work on.

Improving patron service is an ongoing assignment. Use these techniques on a regular basis to ensure that excellent patron service in your library is no harder to find than the latest bestseller or local newspaper.

5 Reasons You Should Have Ask-a-Librarian on Every Page of Your Website


To get the most value out of your library’s services and provide patrons with the highest level of service, it is important to make it as easy as possible for your patrons to connect with those services

The best way to connect patrons with your Ask-a-Librarian service is to have Ask-a-Librarian tabs, links or buttons on every page of your library’s website. Here are five ways that implementing such a strategy with your online reference will benefit your users:

1. All successful advertisers know that the key to getting a message across is through repetition and consistent branding. When your patrons interact with a consistent layout from page to page and see Ask-a-Librarian on every page, you have created the best possible ongoing marketing campaign for your service, with an important added bonus: It’s free.

2. While we can predict some user behavior, we never really know when and where on a website patrons are going to need assistance. A patron may be on a page where the information seems to be straight-forward to librarians, but to an uninitiated patron the information may leave questions. Likewise, a patron may be on one page but thinking ahead to another problem or the next step in his or her research process. Having Ask-a-Librarian immediately available from wherever the patron may be on the library’s website ensures that he or she will be able to connect to help when needed.

3. If a patron is interacting with the library’s website, encounters a problem, and then has to recall where to go to find the Ask-a-Librarian service, the library has not succeeded in making the most of the service’s primary benefit to users – the ability to connect them instantly with a library professional who can solve their problem.

4. Consistent placement of the Ask-a-Librarian tab on your library’s webpages makes marketing the service via social media or flyers much easier. When the Ask-a-Librarian tab is on every page of your library website, there is no need to place an easily forgotten URL (or URLs) on your marketing materials – simply state that the Ask-a-Librarian service is available from every page on the library website and where it is located (“look for our Ask-a-Librarian tab in the upper left-hand corner of any page on the library site”).

5. Each Ask-a-Librarian query that comes from a specific page can help you improve the overall content and design of that page. When you have an Ask-a-Librarian chat box on every page, and you are tracking which pages queries come in from, this gives you the great benefit of an ongoing focus group indirectly telling you what works and what doesn’t work on every page of your library’s site.

Responding quickly to queries will help you provide the top-notch customer service that will keep your library patrons satisfied and returning for more business. To make sure your patrons submit those queries whenever they need help on your library’s site, you should have ask-a-librarian tabs on every page.

 

Mosio for Libraries
Patron Support Simplified
http://mosio.com/libraries

Mosio’s Text a Librarian is now Mosio for Libraries: Multi-Channel Customer Support Software for Libraries

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For awhile now, our customers have been simultaneously paying us a compliment, but also making a huge feature request: “I wish we could answer all of our patron’s questions this way.” We were flattered, we’ve been listening and now we can say we have fulfilled that wish. Well, almost. Libraries using our software can now respond to patron inquiries via Text Messaging, Live Web Chat and Email, all from a single, web-based dashboard. Plus, we’ve made it easy for libraries to have a larger digital footprint by working with some of the leading vendors and applications in the industry to make it simple to add their Mosio for Libraries support tab, customizable in color, wording and placement on the web.

So, with some more advice in the form of “you guys are more than just Text a Librarian now”, we’ve decided to change the name of the product. We figure Mosio for Libraries describes it perfectly.

If you are an existing customer or partner of ours, thank you for growing with us as we’ve evolved. If you are looking for a better way of supporting your library patrons/customers, we guarantee Mosio for Libraries is the most efficient tool you will use to do so.

We are busy adding new features, working with as many integration partners as possible and look forward to serving you in the future. For more information about how we can provide your library with the fastest way to provide support to your patrons online and on-the-go, contact us for a webinar or a free quote.

Thanks and we look forward to serving you.

The Mosio Team

Mosio for Libraries
Patron Support Simplified
www.mosio.com/libraries