Shout-out for Kristen Snawder

Kristen Snawder

Kristen Snawder has done an incredible job stepping into oversight of the Libraries’ Ask Us chat service. Since joining the Libraries, she has brought a level of care and thoughtfulness that has made the service stronger for both our users and our staff.

She consistently helps all of us become better chatters, sharing practical chat tips that range from customer service and tone in an online environment to more library-specific guidance like conducting a reference interview over chat or helping patrons navigate to the right resources. Her guidance is always clear, useful, and grounded in real interactions.

Kristen also takes the time to review chat transcripts and pull together monthly chat shoutouts that highlight what great service looks like in practice, whether that’s a strong reference interview, especially clear communication, or a moment of genuine empathy for a patron’s needs. These shoutouts not only show us all examples of excellent service, but also shine a light on colleagues' work that is often invisible tous and give a real boost to team morale.

If anyone deserves a staff shoutout here, it’s Kristen!

- Anne Burke, Mar 31, 2026