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New Phone System

N/A

March 1997 [posted]

NLM is improving customer service! Beginning in early May, you may start using a new toll-free number, 1-888-FINDNLM (1-888-346-3656). This number will allow you to get to a variety of Library service areas, that previously were reachable only by using separate phone numbers. Our new number, 1-888-FINDNLM, has several short, easy-to-use menu choices. For example, pressing "1" will connect you to the MEDLARS Service Desk options including information on access options and applications, billing, the latest Grateful Med version information, and assistance. Similarly, if you want the NLM Reference Section, or the DOCLINE Service Desk, you simply press the number of your choice. If you are unsure, you can press a number or stay on the line and you will be connected to an information specialist, who will either answer your call or transfer you. Watch for continued improvements in our customer service. You'll be pleased with our simplification and commitment to improved customer service and support.

Tips for MEDLARS Service Desk callers:

Essentially nothing but the number has changed. When you dial the new number, press 1 followed by 4 to be transferred directly to a specialist for assistance during Service Desk hours (Monday-Friday 8:30 a.m. -11:00 p.m. ET, Saturday 10:00 a.m. - 5:00 p.m. ET)

The old MEDLARS Service Desk number (as well as the NLM-wide and DOCLINE Service Desk numbers) will continue for some time; they'll just be mapped to the new number and menu choices.