2019-01-29 Contact us page

Owned by Cynthia Schwarz (Unlicensed)
Last updated: Mar 04, 2019
2 min read

Date

Jan 29, 2019

Participants

  • @Cynthia Schwarz (Unlicensed)

  • @Rachel Cox (Unlicensed)

  • @Jackie Sipes

  • @Kristina De Voe (Unlicensed)

Goals

  • Review the “Contact us” page that was mocked up by Rachel.

Discussion topics

Notes

Notes

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

Action items

@Jackie Sipes Opportunity for testing: test out various locations for links to “chat” or “Contact a librarian” to see if patrons can figure out how to do this.

Decisions