co-browsing: why use software that you can’t use and patrons don’t like?

The Librarian in Black has a few more things to say about co-browsing in her post How much is co-browsing really helping our users?

I stopped trying to use co-browsing a long time ago. It’s bad customer service to give something to someone that has a good chance of not working. Period. Everyone touts co-browsing as the cat’s pajamas, and it is kind of cool A) when it actually works, which is rare and B) when the user’s question actually warrants it…. I am not a co-browsing fan. At all. If the big-name software companies can get to work on a Mac with a firewall and a dial-up connection running Firefox, then rock on. I’ll be a fan.

2 Responses to “co-browsing: why use software that you can’t use and patrons don’t like?”

  1. lbr.library-blogs.net Says:

    Co-blogging about co-browsing

    There has been some enlightening conversation occurring on a number of library blogs on the topic of co-browsing in VR. Besides generalized angst about how (and how well) tutor.com’s and QuestionPoint’s new products are going to handle co-brows

  2. Directories Blog » Blog Archive » Transcender Exam Preparation Software - Terms of Use and Copyright ... Says:

    [...] librarian.net » Blog Archive » co-browsing: why use software that … The Librarian in Black has a few more things to say about co-browsing in her post How much is co-browsing really helping our users ? I stopped trying to use co-browsing a long time ago. http://www.librarian.net/stax/1581/co-browsing-why-use-software-that-you-cant-use-and-patrons-dont-like/ [...]