Helen Clough
@helenclough.bsky.social
Associate Director at the Open University Library interested in relationship management, strategic planning, and supporting distance and online learners in HE libraries. She/her
Robert Whan cont. Have a dashboard which shows a heat map of user engagement times, conversations per day, AI answer sources being counted, feedback averages. Chatbot is dealing with about 2,000 enquiries a month
#CSGUK24
#CSGUK24
November 22, 2024 at 3:22 PM
Robert Whan cont. Have a dashboard which shows a heat map of user engagement times, conversations per day, AI answer sources being counted, feedback averages. Chatbot is dealing with about 2,000 enquiries a month
#CSGUK24
#CSGUK24
Maria Carnegie cont: one approach to progression in customer services: regraded a post down and advertised internally and had a successful appointment which is going well.
#CSGUK24
#CSGUK24
November 22, 2024 at 2:04 PM
Maria Carnegie cont: one approach to progression in customer services: regraded a post down and advertised internally and had a successful appointment which is going well.
#CSGUK24
#CSGUK24
Q: Is there something in the environment of a library that encourages good behaviour?
A: Different zones. People respect the quiet zone. Traffic light system: red = quiet.
Good lighting promotes study
Set aside space for people to talk
#CSGUK24
A: Different zones. People respect the quiet zone. Traffic light system: red = quiet.
Good lighting promotes study
Set aside space for people to talk
#CSGUK24
November 22, 2024 at 12:12 PM
Q: Is there something in the environment of a library that encourages good behaviour?
A: Different zones. People respect the quiet zone. Traffic light system: red = quiet.
Good lighting promotes study
Set aside space for people to talk
#CSGUK24
A: Different zones. People respect the quiet zone. Traffic light system: red = quiet.
Good lighting promotes study
Set aside space for people to talk
#CSGUK24
Q: Would you welcome the library in the online spaces you gather like Discord?
A: No harm in sharing info and cross-posting. But don't bombard or we'll switch off
#CSGUK24
A: No harm in sharing info and cross-posting. But don't bombard or we'll switch off
#CSGUK24
November 22, 2024 at 12:09 PM
Q: Would you welcome the library in the online spaces you gather like Discord?
A: No harm in sharing info and cross-posting. But don't bombard or we'll switch off
#CSGUK24
A: No harm in sharing info and cross-posting. But don't bombard or we'll switch off
#CSGUK24