Faculty librarians from all of the Maricopa Community Colleges cooperatively staff a real-time instant messaging service called Ask-a-Librarian (Ask). Through the Ask service, these librarians assist students from all colleges with research during the day and contract with a cooperative of librarians for additional support 24/7/365. A district-wide committee of librarians oversees the service. To ensure that this service provides Maricopa students with consistent and quality instruction that addresses their research needs, the committee performed annual rubric evaluations of session transcripts over 3 years on topics that research suggests are best practices for this type of service. As a result of these evaluations, professional growth workshops were created to help Ask monitors improve the research instruction provided. The attached results demonstrate a notable improvement in the first two years, but a slight dip from year 2 to 3 suggested an on-going need to reinforce the service standards which was answered with a new workshop offered in Spring 2013 that will be repeated in Fall 2013.