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January 10, 2012

MADISON - Wisconsin residents and visitors are increasingly going online to communicate with the Wisconsin Department of Natural Resources, according to records showing significant increases in the DNR's chat service, which is just one of the many ways the agency is using technology to better serve Wisconsin citizens and improve customer service.

Use of the DNR's chat service has increased more than 22 percent since last year, according to Diane Brookbank, DNR customer service and licensing director. The service allows customers to go online and to chat with a highly trained DNR customer service representative who responds to a wide variety of questions on DNR issues, from clarifying regulations on hunting and fishing to restrictions on firewood transportation.

"We believe that we are the only state agency to offer this service," Brookbank said "Customer feedback has been phenomenal."

Chat based customer support is much more cost effective than phone support; and agents can handle more than one chat at a time. Staff can send links, images and other digital information which assist them in servicing our customers."

The service is available from 7 a.m. to 9:45 p.m. seven days a week through the "chat" link in the social media box on the DNR website home page or through the or through the "contact us" button at the top of most DNR web pages.

The agency is also turning to social media to better communicate with customers, having recently launched a Facebook page, Twitter account and YouTube channel.

FOR MORE INFORMATION CONTACT: Diane Brookbank - 608-267-7799

Last Revised: Tuesday, January 10, 2012

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