Nov 2, Friday at 11.30 am - 12:30 am

Marlene Doty
Director, Library Service
Berkeley College

How Live Chat software by Liveperson is serving the Berkeley College community – supporting the mission – using opportunities to engage information literacy skills at time of need – and challenging librarians along the way. Whether innate or a learned survival skill, students turn to their libraries and librarians for answers to a myriad of questions. As librarians embrace the concept of providing students with a quality experience from enrollment through graduation, working the live chat option takes knowledge of every aspect of our college community and agility at navigating scores of databases.

This presentation will explain how providing a chat feature in the online library proved to be a missing piece in ensuring the delivery of equivalent library services to the off campus student. The Liveperson Live Chat software was in use as an admissions tool and for technical support when the Director of Library Services sought funds to hire staff and evaluate using the software as an option for communicating with a librarian, in real time, after normal operating hours, and as an alternative to the generic service QandANJ.

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