Chat Widgets John Meier, Science Librarian

Customer Service

Customer Service on the Web

Customer Service

Copyright: Jerry Wong / flickr.com

Customer Service on the Web

What’s a Widget? Javascript or Flash code For your website

Preliminary Research Findings Study of widgets on Penn State Library web pages IRB exempt status 16 questions – Demographic – Quality of service – Comments 15 responses to date

Survey Results Who? – Undergrads 67% – Faculty 13% – Graduate 7% – Other 13% Where? – University Park 42% – Other campuses 58% Why? – Need help looking for a specific item 60% – Project or paper 27% – For my research 13% How did you find it? – Found on my own 40% – Librarian 40% – Other 20%

Survey Results Over 90% of responses – Were very satisfied with the information or materials found – Located what they asked about – Rated the response time of the librarian as very fast – Described the service as very friendly – Indicated the librarian understood what they wanted – Likely to use the service again

Comments I really liked online service because it helped me out from home. I didn’t have to visit the library. This is an excellent idea. BRAVO PSU Library. very helpful service! makes things quicker and easier to find if I am having trouble on my own. Awesome!