Quality Tip Tuesday: Allegany College versus Allegany County
November 22, 2011
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Quality Tip Tuesday: Developing Relationships with our Customers - setting the stage
September 06, 2011
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Quality Tip Tuesday: Customer Unresponsiveness
August 15, 2011
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Quality Tip Tuesday: Tone and Type
July 31, 2011
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Quality Tip Tuesday: Getting Ready for Back to School
July 26, 2011
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Quality Tip Tuesday: Search Strategies Revisited
July 19, 2011
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Quality Tip Tuesday: Talking about Information Literacy
July 12, 2011
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Quality Tip Tuesday: When you have to --- gracefully --- end your shift
July 04, 2011
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Quality Tip Tuesday: Overcoming Uncertainty: "Can I answer THIS?"
June 28, 2011
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Quality Tip Tuesday: Answering the Tough Questions, Part 2: Referrals
June 21, 2011
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Quality Tip Tuesday: Answering the Tough Questions
June 14, 2011
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Quality Tip Tuesday: Freshening up your scripts
June 07, 2011
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Quality Tip Tuesday: the Chat Monitoring Tool
May 31, 2011
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Quality Tip Tuesday: Closing sessions after review
February 22, 2011
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Quality Tip Tuesday: filter google results by reading level
December 17, 2010
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QP hack: sending files to customers in chat
October 26, 2010
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Customer Service Excellence in Email Reference
August 03, 2010
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a word on cobrowse (and a hack)
July 07, 2010
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No Habla Español? Transfer to the Spanish Queue
July 06, 2010
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Customer emails and referring for follow-up
June 23, 2010
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Local Service is possible, even for non-local librarians
December 02, 2009
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