Rules of Engagement for Busy Times

We've reached the busy peak of this term - on average we're handling 130 - 160 calls per day, 10-20 per hour. Our busiest hour so far was Tuesday Nov 3 from 2-3 PM when 27 calls came in!
As we get busier, things get stressful for our patrons and for us. Here's some coping strategies:
Rules of Engagement for Patrons
As of yet there are no built-in software indicators to patrons when the service is busy, so we need to create a 'virtual line-up'. Use of the Swamped scripts is critical to quickly let patrons know we are busy and that they'll need to wait.

1. Try not to leave patrons waiting in the New tab for longer than 60 seconds. On average patrons will only wait 60 seconds before they give up in frustration.
2. Even if you are already handling as many calls as you can, please pick up patrons as soon as possible and send them one of the Swamped scripts (see below). Then you can leave them until you are ready to help them or can transfer them to another librarian.

Based on your feedback, I've modified the Swamped script - there are now two scripts. One encourages the patron to wait because you'll be able to get back to them in a few minutes, the other encourages them to come back later or try emailing their question.

Swamped - Short Term: Hello, and welcome to AskAway. Unfortunately, we're really busy right now, and I am currently working on questions I received before your call. I should be able to get back to you in about 5 [modify number as needed] minutes. Would you like to wait, or come back later when it is less busy?

Swamped - Long Term: Hello, and welcome to AskAway. Unfortunately, we're really busy right now, and are currently working on questions we received before your call. It may be some time before we can help you. Would you like to come back later when it is less busy, or send in your question by email? http://www.eln.bc.ca/askaway/swamped.html

Rules of Engagement for Service Providers

1. Be respectful of your colleagues and their different comfort levels/technology skills. If you think a colleague may be experiencing technical issues, LET ME KNOW and I will follow-up - this will help to avoid feelings of discomfort and 'being monitored'.
2. Check your browser settings! If your browser settings aren't correct, you won't see as many calls coming in as your colleagues, or you won't be able to pick them up, frustrating for you and your colleagues. Browser settings instructions are available here: http://www.eln.bc.ca/askaway/?page=settings
3. If you and your colleagues are feeling completely overwhelmed by the number of calls coming in, put out a call for help to the eln-vrefservprov listserv. If you are able to help, please jump in - we will all benefit from consistently great customer service to our patrons.

Let me know if you have any feedback and/or other suggestions for coping with busy times!
- Sunni
BC ELN