By Terry Beck
Information Services Manager
Here at Sno-Isle Libraries, our goal is to answer your questions as easily, quickly and professionally as possible.
To do that, we’ve been providing email/chat reference service since 2001, as part of a worldwide network of libraries. But those of us in reference — now known as Information Services — learned that our customers prefer to work directly with a Sno-Isle librarian to get answers to their questions and to assist them with technology. So, effective July 1, we decided to move to a more responsive and customer-friendly product.
Our Ask Us/Tell Us page looks different. As you begin to type in your question, you’ll notice that some suggested answers will start to appear. One of them might just be what you’re looking for! But if it’s not, you’ll be taken to a page that asks for more information and then we’ll begin to work on your question. If you know that you want to submit your question via email, you have the option of selecting that option and bypassing the suggested answers.
Our new chat service is staffed by our own librarians from 8 a.m. until the close of business day, all days that our libraries are open. This is a change for us. We lost the back-up and after-hours coverage from our former service, but we know that after-hours demand was less than 10 percent of the total chat sessions Sno-Isle customers requested in 2015. And most of after-hour sessions involve questions that could not be answered by the outside librarians and required a response from Sno-Isle. You’ll know if we’re available because, if we’re not, it will say so on the Ask Us/Tell Us page.
We look forward to chatting or emailing with you!