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August 12, 2015 at 11:15 am
#963
Participant
Thanks Robynne. I had that thought too – that the librarian might have been doing multiple tasks at once. I have heard that is common in virtual reference but of course there was no way I could know. Obviously if a librarian is being overloaded with too many tasks to do at once then that is going to have an impact on the service they provide and thus the customer experience.