We have a new, LIVE chat service available on our website at www.handleyregional.org. Staffed behind the scenes by actual library personnel, patrons can submit questions online from their mobile device or desktop computer about materials, library services, account information, and more. The chat widget is accessible on the website in the bottom right corner.
“This is a terrific service that we evaluated while the buildings were closed to the public,” says John Huddy, Director of Handley Regional Library System. “We’re always looking at ways to enhance the patron experience. This new service will help us offer quick, real-time assistance to library patrons who are on our website searching for materials and digital content, need help with their library card, or who have other library questions. You can chat anywhere with an internet connection. Patrons can even use it while at the library if they prefer to further help with social distancing. You simply click the chat box and type your question. Best of all, you’re talking to an actual library staff member and not a chat-bot, so you can expect 5-Star service.”
“We will still be assisting patrons over the phone, through email, and socially-distant at the Information Desk at each library location,” adds Adrienne Davis, Adult Services Division Head for Handley Regional Library System. “Our online chat is staffed during library hours, but when a staff member can’t respond to requests after-hours or during high-volume in-library service times, patrons can click on the chat icon and send an email to our Information Desk where we can quickly respond back.”
The library system also reports that the chat platform comes with a few features, including the ability to save frequently asked patron questions to help increase response time and a feature that saves transcripts of chat conversations for training and online safety.
“You don’t need to register to use the service, so we wanted to make sure library staff are both protected and have the tools they need to answer online submissions rapidly,” adds Huddy.