Mosio Tutorial

When the Tulsa City-County Library moved to virtual service during the COVID-19 Pandemic, my department, Customer Care, became even more vital to library service than it had been previously. The Customer Care Department at TCCL handles all remote service with customers through a variety of ways including phone, email, text, and chat. Due to all remote library service being routed through Customer Care, several staff members from across the library, approximately 70 people, were temporarily reassigned to the department to assist with these remote interactions, specifically with text and chat through the service Mosio. A coworker and I were assigned to supervise these temporary staff members and create tutorials for them on how to use the service.

Tutorial

I created the tutorial for the chat side of Mosio for the new temporary department members. Along with showing them how to respond to chat, I also included several best practices to guide them on how the chat service operated and what customers would expect when chatting with them.

Along with creating video tutorials for staff, my coworker and I created step-by-step instructions for each aspect of answering chat and text, including how to access an internal database of information that Customer Care created and my coworker and I maintained.

During chat sessions, either my co-worker or I would always be available to either answer questions about a specific chat or text, or to take over a chat or text that had become too complicated or unruly for a staff member to handle. While providing this supervision we also handled all emails that were received by the department in order to allow the rest of the regular staff of Customer Care to focus on answering calls.

After approximately 2 months of supervising this cohort of staff members, the libraries reopened for curbside service at the majority of locations and all but a few of the temporary staff members returned to their home library branches. A few staff members stayed on to help Customer Care handle the chat and text interactions, however the majority of the virtual duties were re-absorbed into the department.