Thing 12 Instant Messaging The Fun Continues

I have been involved with the IM project here at VBPL and find it quite interesting! We get the typical questions that we would get over the phone, but the customers language tells me they are much more relaxed about asking a question. Being anonymous gives them the freedom to say whatever they want! This can be quite interesting and challenging! I try to be professional yet relaxed when responding to their questions. This is definitely a new way of offering service to our customers and I think we will reach people who normally would not approach a Reference desk or even phone! I have observed several staff members when they were offering assistance and found some to be like me ... a little nervous about quick response time. After you have a little practice with this method of working with the customer it really becomes very easy and it is fun!