Follow Up and Monitoring the Queue

When customer questions cannot be answered the librarian will code the question to a local follow up queue which is monitored by a librarian. Here at MCLD our electronic resources librarian (ERL) monitors the queue a few times a day. Many of the questions, of course, are sent to follow up by librarians working outside of MCLD. Also, many of these questions are circulation questions, and cannot be answered by anyone other than a local staff members. We are hoping for a day when we can share the queue with other local staff members. Unsure of the amount we will get, the ERL will continue to monitor until the end of the grant period or until we have more clarity on the merger of QuestionPoint and 24/7 Reference.