Web chat support trial

This term, we are trialling web chat support for library users via the Jerwood Library catalogue. This live web chat is staffed by library staff during library opening hours only.

Screenshot showing web chat button on Jerwood Library catalogu

To use the chat, look for the Need help? button at the bottom-right of the catalogue page, then enter your name and send us a message!

So far users have asked us for help with a variety of topics including details of specific services we offer, finding repertoire and accessing online subscription resources.

I was inspired to try out a web chat service in the Jerwood Library after visiting the Royal Conservatoire of Scotland’s Whittaker Library in Glasgow last summer (you can check out their pioneering blog for yourself – Whittaker Live). They have been using web chat successfully for some time and have found certain groups of library users prefer to make contact in this way rather than in person or by phone or email. Of course we will continue to welcome enquiries made in these ways as well!

The Jerwood Library will review the web chat service after the summer 2016 term to decide whether or not to continue with it. If you’ve used the chat and have any feedback, let us know.

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