2019-01-29 Contact us page

FAQs

• What are we telling user when we put FAQs at the top of the page? Do we want to drive people to self-service first or do we want to encourage them to contact us?

• we can modify the help text in the main search box to say “Find library materials and ask a question” instead of having a separate search box for LibAnswers.

Chat box

• For the chats that we get, where are people coming from? We should look at the chats for each of the search boxes

• Emphasize the “Talk to a librarian” section of the page.

• Look at the data for HSL chat box - how many people actually use their dedicated chat box?

• Opportunity for testing potential other locations of the chat box - either as a tab on the side of the screen or at the top right or just in the navigation.

“contact us” navigation

If we have a drop-down for “Contact us” in the primary navigation, it could involve the following:

Contact us

→ Talk to a librarian

→ Staff directory

→ Frequently called numbers

→ FAQs