June 2009 in review: monthly report

We're hitting a lot of milestones this month! In both stats, comments, and projects we're working on! Check it out...

BY THE NUMBERS

• customers asked 2562 questions in June.
  This is the second highest usage for a June since our inception in 2003!

• Maryland librarians handled 1862 questions from across the state and country this month.
  The most questions handled in a June since 2003!

• an additional 1295 questions were answered via email by Maryland librarians this month.
  The most in a June since 2003!

CUSTOMER LOVE

• I am very impressed with the Anne Arundel library system. The employees have always been friendly, knowledgeable, professional and extremely helpful. This system is an asset to the community. Thank you.

• I think this is a wonderful service, that has made it possible for me to find answers to questions from my home, rather than having to come to the library to ask a librarian directly. It's extremely helpful. Thank you for providing it.

• I was very pleased with this process..and it's available 24/7...who knew?!

• This was my first time using this service. I will spread the word to my other "not-so-internet-savvy" peers. I am a non traditional college student. (mature) This was a great help and it helped me become more comfortable using the internet. Thanks.

• Beverly was extremely patient and resourceful. She answered an impossible question; when I go to my library and hear the customers say, "I'm looking for a book, and it's red, and it's a about a guy . . ." the librarians cringe. That was my kind of question, but Beverly didn't even flinch! And she found the title with no trouble. Perfect reference work. Thank you!

• Alain was fantastic and help me out 100%...thanks for hiring great, proffesional people

• This is a terrific service. I have used it several times and always found the librarians very helpful. But then I think the world of our librarians in Maryland and think they are very special and terrific!

• The librarian pointed me to the Magazine and Newspaper Locator website--I wouldn't have found this without her help! She didn't just give me the answer; she gave me the tool I needed to find the answer. A great resource for those of us who have to work after others have called it a day. Thanks!

• [the librarian] is so good. Please retain his services for another fifty years.Thank You

• As a member of circulation services at HCPL, I am constantly explaining the benefits of being a library card holder. As part of the Welcome package we distribute at the time a new card is issued, I point out the "Ask Us Now" service. This was my first time ever using the site myself, and I appreciated the prompt and helpful response. Thank you for the information.

• I am grateful for the AA County Public Library system. It is a fantastic resource. I have been a patron for a long time. Through many transactions, many visits to Branches and many online sessions I have found the people very helpful, efficient and effective. They have performed at a high level and have been very consistent.
  
  The AACPL system is exceptional in every way. I have never been disappointed with the assistance I have received via the Internet or in person at a Branch. Very impressive.
  
  With the economy being in such a terrible state, I have heard more and more people talking about using the Library. Things like using the computers for job hunting and submitting resumes because they have lost Internet access at home. This is very beneficial and is a life-saver for many AA County residents. Thank you all for making our system what it is!

ADMIN

Cathay and Julie have been busy busy making big strides in the following projects:

• redesign new staff training

• design refresher training series (currently including "customer service" and "crisis" training)

• working on an AskUsNow! vision

• staff support website transformation: information architecture and Drupalization. Thanks go to the Transformation Team for their help! The team is: Betty Morganstern (AACPL), Jessica Nhem (Caroline County), Jessica Chaiken (NARIC), Sarah Smith (BCPL), Tina Pickens (BCPL), Cindy Bowen (NAL), Cathay and Julie.

• finishing up the 2008-2009 grant

• selecting, ordering, and distributing marketing materials including highlighters, memo pads, rulers, and bags

• Can AskUsNow! accept donations?

• redoing the schedule to make sure our Maryland customers are being helped by Maryland librarians whenever possible