Presentation Type: Customer Service

Presenters: Test, ,

Abstract: This presentation will share how the UC San Diego Library implemented an effective supplementary service to assist library users throughout the building, improving the user experience by meeting them where they are. After implementing a new consolidated service area in late 2022, the library also sought to support and assist users across its complex, confusing, seven-story building. In Fall 2023, the library introduced a new service called “Help Now” that sends employees to assist users at any location within the building. The selected approach uses technology with which both employees and students are already familiar so that users can summon assistance from employees via the students’ mobile devices. QR codes are placed strategically near library collections, equipment, and other amenities where users might require assistance. Users needing help in a particular area scan the codes to send a pre-populated text message to staff via the SMS feature of LibAnswers’ SpringShare product. Staff then proceed to the location to offer timely, personalized help. Attendees of this presentation will better understand the logistics, benefits, and challenges of this service model, related statistics, and staff and user feedback. In addition, consider implementing this innovative approach to customer service in their libraries.

Session Date: 11/20/24

Start Time: 12:45 pm

End Time: 1:30 pm

Location: GLC-222

Format: Test

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