Staff Training - Fall 2018

Kyle Feenstra
Coordinator, Learning & Instruction Support

• Libraries' Home Page
• Primo (Slide Out Tab)
• Libguides & Library Pages
• Text/SMS
• Proactive Chat

LibChat 

LibAnswers

• Off Hours
• Referrals
• Missed Chats
• Open/Pending Tickets

(Email)

(Live Chat)

User Window

Staff Window

• Patron Information
• Contact Information Request
• Create a Ticket*
• Ban User's IP
• Add to Analytics
• Transfer Chat to another Staff*
• Close Chat

• Canned (Scripted) Messages
• Emojis
• File Attachments
• Recommend iFrame Chat to Patron (Allows patron to embed the chat window in another browser tab. Only works in the new tab.)

Staff Window

New Chat Interface

New Chat Interface

Handling Tickets in the LibAnswers Interface

'Unclaim' the ticket if you want to return it to the queue.

Determine if you are able to answer the question or if it requires referral. 

Transferring Tickets 

If you are referring the patron to another staff member...
 

First, select the 'user' from the pull down menu. 

Second, include a brief message to whom you are transferring the ticket. 

Answering Tickets

Send your reply. to the patron.

You may include identifying information such as name and position/title.
 

It is not necessary that you include your contact info. The student can reply to you through LibAnswers.  

Answering Tickets

You may c.c. someone on your reply if necessary. 

Choose how you want to 'submit' (send) your reply.

Closed

The patron's question has been answered and no further interactions are expected.

New

You have not yet replied to the patron. Appropriate for referrals.

Open

You need to get back to the patron at a later time. For tracking incomplete / unanswered tickets.

Pending

You are expecting a response from the patron and do not want to close communication.

Procedures and Making Referrals

Online reference interactions should be reflective of the in-person reference interactions you have with patrons in your role as librarian or library staff.

When to Make Referrals

When deciding whether or not to make a referral...

• use your discretion
• trust your judgement

Consider whether or not you feel capable of answering the patron's question to their satisfaction in a timely manner. You can make a referral when: ​

1. The information requested is well outside the scope of your responsibilities, knowledge, and experience.
2. The question is not easily answered in a brief reference interaction. (Online reference interactions should be similar in length as a typical desk interaction.)

When to Make Referrals

Question #1

I am looking for an older book about the construction of suspension bridges. I think the author's name is Steinman or Steinberg. 

Question #2

Can you help me find books about suspension bridge design in the United States in the early 20th century?

LibChat Personal Settings

LibChat Scripted Messages

Any Questions?

Kyle Feenstra
Coordinator, Learning & Instruction Support
208A Elizabeth Dafoe Library
kyle.feenstra@umanitoba.ca