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Perhaps one of the reasons why the public don't understand that Enquire is a national service is precisely because it is up to local authorities to do the marketing. Why is MLA so agin marketing library services nationally? (Rhetorical question) Just my two penn'orth as usual. Steven Steven Heywood Systems Manager Rochdale Library Service Wheatsheaf Library Baillie Street Rochdale OL16 1JZ Tel: (01706) 924967 [log in to unmask] http://www.rochdale.gov.uk <http://www.rochdale.gov.uk/> http://libraries.rochdale.gov.uk <http://libraries.rochdale.gov.uk/> -----Original Message----- From: lis-pub-libs: UK Public Libraries [mailto:[log in to unmask]]On Behalf Of Deb Davis Lib Answers Direct Supervisor Sent: 08 June 2009 11:21 To: [log in to unmask] Subject: Re: ENQUIRE Hello Alan, I understand your complaint that people don't understand that Enquire is a national service. It is up to local authorities clearly labelling that the service is staffed by libraries outside of their service. Here in Essex our description of Enquire is as follows: ENQUIRE 24/7 online chat service ENQUIRE uses web chat technology allowing you to have your enquiry answered by a real person, online, in real time! Available 24 hours a day, seven days a week so you need never wait for information again. Please note: ENQUIRE is a national service in which we are participants, so your enquiry may be being dealt with by staff at other libraries throughout the UK or (during the night) in the USA. I think our web page is about as clear as it gets. We have a pretty good take up of the service in Essex which I hope is because it is relatively easy to access from our website and clearly labelled that it is potentially an international service. I am also surprised by your comments about the amount of use the service is getting. We're monitoring the 24/7 queue in addition to Enquire. Last Thursday morning I was ignoring the American enquiries as we were the only authority for a time monitoring Enquire. I had three enquiries going at once. Normally there aren't scheduling issues and three to four authorities are on board to share the load. However, I still would have been dealing with loads of enquiries if I had been picking up the 24/7 enquiries on Thursday too. Regards Deborah Deborah Davis Adults, Health & Community Wellbeing: Libraries Essex County Council | telephone: 01245 436580 | email: [log in to unmask] EW7 P Please consider the environment before printing this e-mail -----Original Message----- From: lis-pub-libs: UK Public Libraries [mailto:[log in to unmask]] On Behalf Of Alan Wylie Sent: 08 June 2009 10:07 To: [log in to unmask] Subject: Re: ENQUIRE We do other work whilst taking part in ENQUIRE, I didn't mean that I sat there doing nothing untill a question appears. In fact we have to do other things as the questions are so few and far between. The point about 'local questions' is that some ENQUIRE users get a bit confused and annoyed when you have to ask them which part of the country they are from and which local service they are looking for, I have had several users end a session when asked this, so there is a legitimate customer service issue here. I am not in any way against digital iniatives, I am very interested in Web 2.0 etc but I do think that the service needs to have more of a public face and needs to be focused and targetted a bit more. Click https://www.mailcontrol.com/sr/KYMEzEmUTlfTndxI!oX7UtTXwRoU2H8X8pGPFErHfqanLeKkspJB6YVqRi2sAivt6SlMNF5Czcmh35PDdlVduQ== to report this email as spam. _____ This email (including any attachments) is intended only for the recipient(s) named above. It may contain confidential or privileged information and should not be read, copied or otherwise used by any other person unless express permission is given. If you are not a named recipient, please contact the sender and delete the email from your system. It is the recipient's responsibility to ensure that appropriate measures are in place to check for software viruses.