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Library services

Stats Corner

Is Library Live Chat the powerhouse of all questions?

Library Live Chat is our online chat service that allows you to chat – live – with a member of library staff. The team are super speedy getting to more than 90% of calls within 30 seconds.

*A true representation of the Library team when the beep of a Library Live Chat comes in.

We also link our Facebook Messenger and Twitter messages to our chat software – because we know you like to message the library using these platforms too.

It’s very popular, as these statistics show!

In the first trimester (27 September 2021 – 31 January 2022) there were:

  • 2,283 chats.
  • The busiest month was October 2021 with 674 chats.
  • The busiest day of the week for chat was Monday.
  • The busiest time of the day was between 10am and 12pm.

And, most importantly, 97.5% of the chats in this period were rated as Good or Excellent.

In case you’re interested in more information on service-level stats, please browse the Library’s service and business standards (aka Service-Level Agreements).