Curious about what our online chats with patrons are like? Wondering if we’re friendly and warm each and every time? Or if we can resolve most patron needs directly, without asking them to call, email, or come to the library to get the help they need?
Check out these transcripts of real chats with real patrons!
Chat with Palos Verdes Library District Patron
(02:56:35) *** Patron joined the chat ***
(02:56:35) Patron: Hello
(02:56:37) *** Doug joined the chat ***
(02:56:47) Doug: Hello, my name is Doug. Thanks for using our chat service. How may I help you?
(02:56:58) Patron: Hi – my PVLD member number is: XXXXXXXXXXXXXX
(02:57:21) Patron: I had some books due yesterday – and thought they were due today. So I will be returning them in the drop box this evening. Do you know what the fine is that I will be responsible for?
(02:58:03) Doug: I’m not showing any fines on your account, would you like me to renew them just in case you can’t make it tonight?
(02:58:20) Patron: Yes, can you renew them? That would be great.
(02:59:30) Doug: I went ahead and renewed them, they are all due on the 23rd. There are no fines either.
(03:01:43) Doug: Was there anything else I could do for you today?
(03:01:51) Patron: Thank you for your help.
(03:02:00) Doug: You’re welcome!
(03:02:00) Patron: You have helped me with everything. Thanks!
(03:02:11) Doug: Have a wonderful evening and an even better weekend.
(03:02:35) *** Doug left the chat ***
(03:02:58) *** Patron has rated the chat Good ***
(03:09:55) *** Patron left the chat ***
Chat with Anythink Libraries Patron
(4:58:36 PM) *** Patron has joined the chat ***
(4:58:36 PM) Patron: Hi there! I am trying to log in, and I just changed my password. I am using the new password and it still says that the information I submitted is invalid.
(4:58:38 PM) *** Lesli has joined the chat ***
(4:58:49 PM) Lesli: Hello. My name is Lesli. Thanks for using the library’s chat service! I’m happy to check your account.
(4:58:54 PM) Lesli: May I please have your library card number and name?
(4:59:12 PM) Patron: My name is XXXXXXXX, card number XXXXXXXXXXXXXX.
(4:59:24 PM) Lesli: Thanks! One moment please!
(4:59:49 PM) Lesli: What is your current e-mail address?
(4:59:53 PM) Patron: XXXXXXX@gmail.com
(5:00:07 PM) Lesli: Okay, thanks! One moment…
(5:01:13 PM) Lesli: Okay, I’ve sent another reset password e-mail to your account. Can you try that again?
(5:01:56 PM) Patron: It works now!
(5:01:59 PM) Patron: Thank you so much!
(5:02:01 PM) Lesli: Awesome!
(5:02:10 PM) Lesli: Is there anything else I can help you with today?
(5:02:17 PM) Patron: That’s it – thank you again for all your help!
(5:02:25 PM) Lesli: No problem! Have a wonderful day!
(5:02:32 PM) Patron: You too!
(5:02:36 PM) Lesli: Thanks!
(5:02:46 PM) Patron has rated the chat Good
(5:04:20 PM) *** Lesli has left ***
(5:10:56 PM) *** Patron has left ***