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Ask-WA(tch): Stats, Kudos and Comments for Sept 2009

Ask-WA(tch): Stats, Kudos and Comments for Sept 2009

Ask-WA Statistics – September, 2009 Ask-WA maintained a busy service during the month of September, and chat picked up slightly over August as schools came back into session. In numbers: Email questions received: 3707 Chat sessions requested: 3457 Chat sessions accepted: 2993 Qwidget requests (% of total): 848 (24.5%) As a cooperative we maintained an answering percentage of 86.6% for the month, which is a good 2% over last month, and remains well over the goal rate of 75%. Keep…

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Ask-WA(tch): Stats, Kudos and Comments for August 2009

Ask-WA(tch): Stats, Kudos and Comments for August 2009

Ask-WA Statistics – August, 2009 Ask-WA maintained a busy service during the month of August, with email again outpacing chat service. In numbers: Email questions received: 3821 Chat sessions requested: 3067 Chat sessions accepted: 2599 Qwidget requests (% of total): 789 (25.7%) As a cooperative we maintained an answering percentage of 84.7% for the month, which is lower than in July but remains well over the goal rate of 75%. Keep up the good work! The email aspect of the…

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Ask-WA(tch): Stats, Kudos and Comments for July 2009

Ask-WA(tch): Stats, Kudos and Comments for July 2009

Ask-WA Statistics – July, 2009 Despite a fairly quiet academic cooperative, Ask-WA maintained a busy service during the month of July. In numbers: Email questions received: 3512 Chat sessions requested: 3238 Chat sessions accepted: 2927 Qwidget requests (% of total): 883 (27%) As a cooperative we maintained an answering percentage of 90.4% for the month, which is well over the goal rate of 75%. Keep up the good work! The email aspect of the service remains robust, and outpaced chat…

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Ask-WA Quality Tip: Resolution Codes

Ask-WA Quality Tip: Resolution Codes

They appear simple, but within their murky depths lurks weird issues you may have never considered. Here’s a quick guide: ANSWERED: If you’re not using this most of the time, you might want to review how you are helping people. You don’t have to stay on the line with them until their paper is written or their family tree thoroughly researched. You SHOULD spend the time, though, to identify why they came to us in the first place, and to…

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Ask-WA: Quality Tips of the Week

Ask-WA: Quality Tips of the Week

Some tips of the week for staffing Ask-WA: Washington’s Statewide Virtual Reference Cooperative. Tip #1: No such thing as anonymous follow-up Please make sure that there is a way for the patron’s library (even if that is you) to follow-up before you close a session and before you code for follow-up. Even when patrons submit an email address with their question, it is worth checking to make sure that is the correct address at which they would like to be…

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QuestionPoint Trainings for Ask-WA (and a Survey)

QuestionPoint Trainings for Ask-WA (and a Survey)

Over the last two weeks we had some very successful QuestionPoint training sessions online using Wimba software. At least, I’d like to think they were very successful. Thanks to everyone who attended the sessions; I enjoyed your great questions and hope the trainings were useful and worthwhile. If you attended either (or both) of the trainings, PLEASE fill out the survey linked below. It should take you about 10 minutes and will be immensely helpful for me, both for statistical…

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