Comments on: We’ll Answer Within Two Business Days http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/ David Lee King is the Digital Branch & Services Manager at the Topeka & Shawnee County Public Library, where he plans, implements, and experiments with emerging technology trends. He has spoken in the U.S. and Canada about emerging trends, website usability and management, digital experience planning, and managing techie staff, and has been published in many library-related journals. David writes the Internet Spotlight column in Public Libraries Magazine with Michael Porter. David maintains a blog at http://www.davidleeking.com Sat, 20 Mar 2010 01:50:57 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: blonde09 http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/comment-page-1/#comment-23769 blonde09 Thu, 04 Feb 2010 00:08:59 +0000 http://www.davidleeking.com/?p=1106#comment-23769 what does within approximately two business days of feb 5 mean? what does within approximately two business days of feb 5 mean?

]]> By: addedentry.com › Who Are Your Competitors? http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/comment-page-1/#comment-22729 addedentry.com › Who Are Your Competitors? Sun, 27 Sep 2009 01:31:02 +0000 http://www.davidleeking.com/?p=1106#comment-22729 [...] … reference. That’s what we do well. Unless you venture online (see previous posts). Here, we are usually the last resort – people go to friends, family, and online services before [...] [...] … reference. That’s what we do well. Unless you venture online (see previous posts). Here, we are usually the last resort – people go to friends, family, and online services before [...]

]]> By: Who Are Your Competitors? | David Lee King http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/comment-page-1/#comment-21722 Who Are Your Competitors? | David Lee King Thu, 18 Jun 2009 14:55:18 +0000 http://www.davidleeking.com/?p=1106#comment-21722 [...] … reference. That’s what we do well. Unless you venture online (see previous posts). Here, we are usually the last resort – people go to friends, family, and online services [...] [...] … reference. That’s what we do well. Unless you venture online (see previous posts). Here, we are usually the last resort – people go to friends, family, and online services [...]

]]> By: Aaron Tay http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/comment-page-1/#comment-21474 Aaron Tay Fri, 22 May 2009 10:44:47 +0000 http://www.davidleeking.com/?p=1106#comment-21474 Another interesting question is Library Twitter accounts. Do users expect an immediate answer to a DM like for IM, or is it treated more like a email transaction? Another interesting question is Library Twitter accounts. Do users expect an immediate answer to a DM like for IM, or is it treated more like a email transaction?

]]> By: Vastaamme kahden päivän kuluessa « eAineistot oppimisen resurssi http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/comment-page-1/#comment-21380 Vastaamme kahden päivän kuluessa « eAineistot oppimisen resurssi Tue, 05 May 2009 06:12:48 +0000 http://www.davidleeking.com/?p=1106#comment-21380 [...] Lee King kirjoitti blogissaan kirjastojen asiakaspalvelun laadusta. Kuva ei onneksi ole aito, mutta kirjastolaisten kommentit sen sijaan [...] [...] Lee King kirjoitti blogissaan kirjastojen asiakaspalvelun laadusta. Kuva ei onneksi ole aito, mutta kirjastolaisten kommentit sen sijaan [...]

]]> By: Alison R Miller http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/comment-page-1/#comment-21362 Alison R Miller Sat, 02 May 2009 11:03:33 +0000 http://www.davidleeking.com/?p=1106#comment-21362 I took some time to think about this and I responded in a blog post. Thank you for pointing this out - it needs to be talked about! I took some time to think about this and I responded in a blog post. Thank you for pointing this out – it needs to be talked about!

]]> By: Answering Virtual Reference Questions « IamLibrarian http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/comment-page-1/#comment-21361 Answering Virtual Reference Questions « IamLibrarian Sat, 02 May 2009 11:00:43 +0000 http://www.davidleeking.com/?p=1106#comment-21361 [...] on May 2, 2009 at 11:00 am I am writing this after reading a post by David Lee King titled “We’ll Answer within Two Business Days.“  This and the comments that were received from it got me thinking about the following ways [...] [...] on May 2, 2009 at 11:00 am I am writing this after reading a post by David Lee King titled “We’ll Answer within Two Business Days.“  This and the comments that were received from it got me thinking about the following ways [...]

]]> By: MJ Ray http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/comment-page-1/#comment-21351 MJ Ray Fri, 01 May 2009 17:04:18 +0000 http://www.davidleeking.com/?p=1106#comment-21351 Yes, it's customer service basics in some ways, but it seems to be behaving differently in information services. Putting on "the customer service hat and email or IM or tell the person that this is a difficult question that will take a little more time to answer" often brings a retort that it's a perfectly straightforward question - they don't care for the fact that the answer is spread across N different information sources. Should they care? Should we use resources explaining the difficulty to them, or get on with finding the answer? This isn't an easy circle to square and I'm not sure what the latest thinking on it is. Anyone? Yes, it’s customer service basics in some ways, but it seems to be behaving differently in information services. Putting on “the customer service hat and email or IM or tell the person that this is a difficult question that will take a little more time to answer” often brings a retort that it’s a perfectly straightforward question – they don’t care for the fact that the answer is spread across N different information sources. Should they care? Should we use resources explaining the difficulty to them, or get on with finding the answer?

This isn’t an easy circle to square and I’m not sure what the latest thinking on it is. Anyone?

]]> By: Stephanie Chase http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/comment-page-1/#comment-21349 Stephanie Chase Fri, 01 May 2009 15:37:58 +0000 http://www.davidleeking.com/?p=1106#comment-21349 But doesn't this all just come down to customer service basics? If it's quick and easy to answer, get it done... and if it needs more time, put on the customer service hat and email or IM or tell the person that this is a difficult question that will take a little more time to answer? Patrons seem to need deadlines when they feel like no one is paying attention -- isn't the best thing to do to just show you ARE paying attention? But doesn’t this all just come down to customer service basics? If it’s quick and easy to answer, get it done… and if it needs more time, put on the customer service hat and email or IM or tell the person that this is a difficult question that will take a little more time to answer? Patrons seem to need deadlines when they feel like no one is paying attention — isn’t the best thing to do to just show you ARE paying attention?

]]> By: davidleeking http://www.davidleeking.com/2009/04/28/well-answer-within-two-business-days/comment-page-1/#comment-21329 davidleeking Thu, 30 Apr 2009 12:50:10 +0000 http://www.davidleeking.com/?p=1106#comment-21329 Bobbi - excellent! That's what it's for! Bobbi – excellent! That’s what it’s for!

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