As we prepare to kick off the second Director’s Chair competition, you can get fliers in two ways:
1- Order them at: http:info.askalibrarian.org under ‘Promotional Materials’
2- Print them directly. The file is available here: tdcflyer
Add comment October 13th, 2008 Diana
It has been another wonderful week with the new InstantService software… and our first full week, at that. Although we were not able to open our distinct academic desks this past week, it looks like we will be back to providing excellent patron service to both academic and collaborative communities beginning on Monday, October 13, 2008.
Love that ListServ
With more than 900 individual library staff and over 100 libraries participating in Ask a Librarian, the AskRef listserv is an incredibly important tool for us to communicate with those staffing the Ask a Librarian desks. The list allows us to post software updates, emergency shift needs, hurricane & other last-minute info, & much more. If you suddenly find yourself alone on the desk - or discover that you won’t be able to cover an upcoming shift - post to the AskRef list. It’s easy: just send an email to askref@lists.tblc.org
A few facts regarding the listserv:
Be sure to visit the ListServs Information Page in the Ask a Librarian Web site for more information on subscribing, changing to Digest format, etc. Just log into the toolbox at http://info.askalibrarian.org/toolbox/login.asp, click on ListServs on the left side.
Scripted Replies
Your accounts have been set up to allow you to add and modify your own scripted replies! To do this, simply log in as usual, and when you get to the Account Administration page (the same page where you click on Agent Console), click on the “Agents” tab. You can then choose the Response Libraries link to add, edit, and organize your own personal scripted replies. Just click on “Launch Response Editor” to begin. These pre-scripted replies serve several purposes: (1) they promote consistency in customer service; (2) they save you more time for up-front researching; and (3) they increase the patron’s view of both staff interest & staff/patron interactivity… all of which make for a more-patient patron!
He Said, She Said
We have been able to set up the software so that everyone can read session transcripts again. This will be on the Account Administration page (the same page where you click on “Agent Console”). Once there, just click on the “Reports” tab to view the many options available to you. To read chat transcripts, follow one of the two link sequences below:
Once on the transcripts page, you will have a range of date options to choose from for further limiting.
**Please continue to let us know your questions, comments, and experiences using the new software.**
Add comment October 10th, 2008 Diana
We are getting ready to launch our second year of The Director’s Chair, a contest in which Florida high school students create 30-second videos to promote Ask a Librarian. Visit www.askalibrarian.org/thedirectorschair for more information.
To order flyers for your library, go to “Promotional Materials” at http://info.askalibrarian.org and click on “Order Promotional Materials”
Add comment October 8th, 2008 Diana
Ask a Librarian
TGIF Tips
October 3, 2008
Issue 1
Welcome to the new Ask a Librarian software, InstantService, which went live at 10 a.m. on October 1, 2008! We are now at the end of launch week for InstantService, and staff and patron response has been thus far very positive.
Some notables about the new software:
Agent Room feature allows for group chat
Now, in addition to sending instant messages to others staffing the desk, you can also partake in open group discussion with your peers in the Agent Room.
No more chimes & pop-up patron alerts while you’re actively involved in a chat!
The software knows you are in a chat and will not alert you until your session has ended. You can still view the chat queue, but you will not be battered with sounds, pop-up windows, and cursor tugs-of-war resulting from incoming patron alerts.
Chat typing indicators for patron and staff
Now, when you type, patrons will see “Librarian is typing,” and when the patron types, your keyboard icon will become animated. Among other things, these indicators will help extend patience for both patrons and staff.
Pushing Web pages is an easy, smooth, & immediate process
No more flickering screens and wondering if your patron even knows you sent him something. Even those whose settings block the pushed window from opening automatically can always click on the live link that will be right there in the chat transcript.
ScreenShare feature allows for increased interactivity and demonstration abilities
Increased control allows for more in-depth goals, such as those involving information literacy. However, please remember that with increased power comes a need for increased sensitivity on your part!
Please continue to let us know your questions, comments, and experiences using the new software.
Password Power
Be sure to write down those passwords!
One of the primary issues we’ve had so far during this fun week has been staff forgetting their login passwords, so please be sure to write them down in a safe place.
Do you have a generic password but long for something more personal, more memorable? You can always change your password in the Account Administration page. To do this, simply log in as usual, and when you get to the Account Administration page (the same page where you click on Agent Console), click on the “Agents” tab. You can then click on Information to edit your password.
Remember that the password is picky, picky: in addition to letters, it needs a number and a special character (such as #) and must be at least 8 characters long.
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For technical problems, email the Ask a Librarian Help Desk at askalibrarian@tblc.org.
If you need assistance with software practice, scheduling, or anything else, please call Traci Avet at 800-622-8252, ext. 223 or email at avett@tblc.org. If you need emergency assistance and Traci is unavailable, please press zero and ask for assistance.
Add comment October 6th, 2008 Traci
WOW! We had our BEST month ever. Ask a Librarian librarians answered 4,106 live chat questions and over 1,000 email questions for our first month with over 5,000 questions. UCF had 496 sessions last month—mainly on their local desk!
September also saw a lot of training, practicing and working to get the new software– Instant
Service up and running. We trained over 660 people in 44 training sessions online and in-person.
September was a great month and we expect this trend to continue on the new software platform.
A more detailed report is available here: Summary Report
Great Work Everyone!!!!
Add comment October 6th, 2008 Diana
TAMPA, Fla. (Oct. 6, 2008) — After five years of progressive and reliable virtual reference service, Ask a Librarian migrated on Oct. 1 to a software platform provided by InstantService. Ask a Librarian is a free online service that allows Floridians to chat live with a librarian for immediate assistance.
The statewide service has increased in usage by almost 200 percent and in participating libraries by more than 150 percent since its 2003 inception, with strong continued growth expected. InstantService’s range and flexibility provides unlimited support for Ask a Librarian’s growing needs.
“With the level of growth our service has experienced, we are excited to introduce this fantastic – and quite necessary – new software platform,” said Diana Sachs-Silveira, virtual reference manager for Ask a Librarian. “This is a positive change that allows us to provide even better, faster service to our users.”
Visit www.askalibrarian.org for more information about the Ask a Librarian service.
Ask a Librarian was founded by the Tampa Bay Library Consortium and the College Center for Library Automation, is managed by the Tampa Bay Library Consortium, and is funded as part of the Florida Electronic Library (www.flelibrary.org) by a Library Services and Technology Act (LSTA) grant.
The Tampa Bay Library Consortium, Inc. (TBLC) is a nonprofit multi-type library cooperative that assists and empowers libraries. Since 1979, TBLC has worked with member libraries to provide better, faster service and resource sharing to the residents of Florida. For more information, call (813) 622-8252 or visit www.tblc.org.
The College Center for Library Automation (CCLA) operates the statewide Library Information Network for Community Colleges (LINCC) and associated Web-based information portal, LINCCWeb, from its headquarters in Tallahassee, Fla. As an administered program of the Florida Department of Education’s Division of Community Colleges, CCLA serves 79 community college libraries in 65 cities throughout Florida. For more information, visit www.cclaflorida.org.
Add comment October 6th, 2008 Diana
As we migrate to Instant Service, Ask a Librarian will be closed to the public today (Monday) and tomorrow. We will be live on Wednesday with the new service.
All public pages have the following message:
Thank you for visiting Ask a Librarian.
Ask a Librarian will be closed on Monday, Sept. 29, and Tuesday, Sept. 30.
We are updating our service to better serve you.
Please come back on Wednesday!
During this downtime, please run any statistic reports you will need from Docutek, answer any email questions and practice with the new software.
Please contact me if you have any questions.
Add comment September 29th, 2008 Diana
Here are a few housekeeping items with Ask a Librarian Training on the new software and other things going on with the service. I thought one email this morning would be easier than several through out the day.
Training News
General Ask a Librarian News
The survey asks:
1. Have you used Ask a Librarian before?
2. Did you connect with a librarian today?
3. Was your question answered today?
4. Did the librarian show you any Web-based library resources today (library catalog, databases, etc.)?
5. Do you think you would be able to use those same resources on your own, later on?
6. As a result of using the Ask a Librarian service, do you think you will be more comfortable doing online research in the future?
7. Based upon your experience today, would you use the Ask a Librarian service again?
8. How did you hear about Ask a Librarian?
9. We welcome your comments or suggestions. Please let us know how we are doing, and how we can improve!
Please let me know if you have any questions or comments!
Add comment September 5th, 2008 Diana
The Quality Assurance Workgroup has been hard at work and has awarded the following transcripts for February Exemplary Reference Awards of the Month. Transcripts were awarded in three categories: Best Detailed Chat, Best Brief Chat, and Best Teaching Chat. George Pearson from Florida International University will receive a gift card to Amazon.com for his Exemplary Detailed Chat and all three winners will receive a certificate at a presentation at this year’s Florida Library Association Annual Meeting in Orlando, Florida.
Brief Exemplary Chat June 08
Iraida Matos, Osceola County Library System. What a wonderful coincidence that we had a Spanish-speaking librarian online. That’s great customer service for you.
Detailed Exemplary Chat June 08
George Pearson, Florida International University. Through friendly questioning, George set up a good rapport with a Middle School patron so that George could give the student good book suggestions for his age group.
Teaching Exemplary Chat June 08
Lena Phelps-Ellerker, South Florida Community College. Lena was able to take the patron through the step-by-step process of using the drop-down menu of Boolean operators. Good teaching even without co-browse.
To view the winning transcripts, login to the Ask a Librarian Toolbox at: http://info.askalibrarian.org
Don’t forget to nominate sessions for July and August in the Toolbox!
Add comment August 20th, 2008 Diana
As your site coordinator has probably let you know, we are moving along with our migration to Instant Service from VRLPlus. We plan to be fully migrated and live on Instant Service on October 1.
October 1st! Yes, it is right around the corner and we want to make sure each of you will be comfortable in the new software so we are planning a LOT of training. All training is hands-on.
We will have:
*two hour training sessions in-person for everyone who is currently staffing
*two hour online sessions for everyone who is currently staffing
*full-day sessions for newbies to Ask a Librarian and to those who want a more detailed training.
Find out about training and register at: http://www.tblc.org/ws_classes.php under Ask a Librarian.
Please let me know if you have any questions or comments.
Add comment August 19th, 2008 Diana