When you accept a query is there a way to block all other incoming queries until you are finished with said query? It is severely distracting to have other queries being thrown in your face when you are attempting answer one already, especially if that particular query is rather involved.
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Customer service concerns
Due to a number of factors (including the volume of customers attempting to access KnowItNow24x7), it is advisable to "pick up" more than one call at a time if patrons are waiting. I have been using the analogy of two (or three) people simultaneously walking up to the "actual" reference desk. You would not simply ignore Patron #2 and #3. You would do some reference triage, tell the others that you will be with them as soon as possible, and keep them updated on how long they might have to wait (or give them some information to look at while you help the other patrons). The same is true for the "virtual" reference desk. If you pick up several calls, you can simply let him or her know that you're with another patron and that you will be with them as soon as possible. Or, you can provide an answer if it is a ready-reference query. If you have any specific questions on how to provide customer service, please feel free to email support@knowitnow.org.