The NEW AskColorado: utility and coolness combined

What do E*Trade, REI, Godiva Chocolatier and AskColorado have in common?

Beginning Feb 1, they will all use the same web-based customer-support and communication technology, InstantService.

In the last few years, libraries have seen an explosion in online communication tools available for reaching and serving patrons. The use of IM, text messaging, online chat and related technologies are becoming embedded in the fabric of libraries’ online service offerings. Given this changing landscape in technology and the evolving need for libraries to flexibly serve their patrons, the AskColorado community and AskColorado Steering Committee have endorsed a migration to this new software platform, InstantService.

AskColorado

On February 1, Colorado’s statewide virtual reference provider will begin using the software developed by InstantService. In addition to serving some well-known companies across a range of industries, InstantService is currently used by Florida’s AskALibrarian virtual reference service. The Florida AskALibrarian service, which has 102 participating libraries of all types, has been using InstantService for nearly a year and raves about the company’s service. The AskColorado Software Selection Committee, which was comprised of library representatives from public, academic and school libraries from across the state, chose InstantService after reviewing several vendor options.

InstantService offers the expected, basic function of live chats with a librarian, but the (NEW!) integration of email to provide patrons with a communication option if the AskColorado service is busy or closed for a holiday IS A SIGNIFICANT improvement to the former software system.

Additional features and functions:

• fully integrated staff service module, which will allow libraries to offer different communication channels to their patrons while interacting with and responding to patrons at a single service point;
• entirely web-based, compatible with more operating systems and browser platforms than the previous software;
• works on both PCs and Macs;
• the ability for participating libraries to add an embedded IM widget box within their web sites, similar to Meebo.

Looking forward to the spring…text messaging will be added as an option so that patrons can communicate with the AskColorado library service using a handheld device like a cell phone.

If you have any questions, or would like further information about joining and supporting the AskColorado Collaboration, please feel free to contact Susie Whiteford [swhitefo@denverlibrary.org]of Denver Public Library, currently Chair of the AskColorado Steering Committee.

And if your library is already a member of AskColorado, welcome to a bright new era of virtual reference service and sophisticated electronic communications with your patrons!