TGIF Tips – 10/31/08, Issue 5

 

 ”The Director’s Chair” is our annual video contest where Florida high school students can submit a 30-second video promoting Ask a Librarian for a chance to win some great prizes, and we are excited to announce that we just received our first entry!  You can check it out here: http://www.youtube.com/group/thedirectorschair.  Are your teen/YA groups working on entries?  Don’t forget to promote The Director’s Chair on your web site and programming.   Banners and icons for your web site and MySpace pages as well as a downloadable pdf of our flyer are available for promoting this great opportunity.  For more information on The Director’s Chair, visit www.askalibrarian.org/thedirectorschair. 

 

The Agent Room

Because the “Agent Room” appears in the same space as patron chats, some staff mistakenly use the Agent Room for communicating with patrons.  The “Agent Room” is actually a cool new group chat feature that enables you to quickly post comments, questions, or alerts to your Ask a Librarian coworkers.  Your posts to the Agent Room will be visible to all staff that are currently logged into the Agent Console.

Please take advantage of this exciting feature that allows you to communicate with others staffing the Ask a Librarian desks.  Messages need not be strictly business – use it to say “hi” to your fellow coworkers, and as a forum for tips & experiences in the new software.

To send a regular (non-urgent) post:

1. Click on the “Agent Room” tab.
2. Type your message in the text entry box at the bottom of the Agent Room.
3. Click the “Send” button or press enter.

To send an important post (something all staff should pay attention to):
1. Click on the “Agent Room” tab.
2. Type your message in the text entry box at the bottom of the Agent Room.
3. Check the “Alert” check box located above the “Send” button.
4. Click the “Send” button or press enter.

 When a new message is posted in the Agent Room, it will appear in black letters, and the text on the Agent Room tab will change to blue. When a new ”alert” message is posted, it will appear in red letters, and the text on the Agent Room tab will turn red.  This means that if you’re unable to follow the general discussion, you’ll still be alerted to more urgent posts. 

Remember, you can still send private messages to other staff – either double-click the desired name from the agent list or click once to highlight and click on the “Private Instant Message” icon below the list of agents. 

 

Important Java Update Information

(If you did not download Java JRE 1.6 update 10, please disregard these instructions.)
On October 16, 2008, Sun released Java JRE 1.6 update 10.  At this time, the InstantService Agent Console does not fully support Java JRE 1.6 update 10.   If you have made this upgrade, you will not be able to pick up customers (they will disappear when you click on them).

InstantService is recommending you uninstall Java JRE 1.6 update 10 and reinstall the recommended Java version (J2SE 1.6 update 2).   Check your version here: http://www.java.com/en/download/installed.jsp  (do not upgrade if prompted).

If you have installed the Java JRE 1.6 update 10, we recommend the following:

*       Uninstall update 10.

        1.  On your computer desktop, go to Start -Control Panel – Add/Remove Programs.
        2.  Locate and select Java^TM 6 Update 10.
        3.  Click “Remove.”

*       Revert to a previous version (update 2).

*       Disable the Java Update.

        1.  Go to the Java Control Panel.
        2.  On the Update tab, clear the “Check for Updates Automatically” check box.
        3.  Click “Apply.”

[Remember, this is only for those of you who upgraded to Java JRE 1.6 update 10.  If you're able to pick up patrons in your agent console, you are just fine as you are.]

Monitored Practice Sessions

Join your colleagues across the state in next week’s monitored practice sessions for the new Ask a Librarian software:  

• Wed., Nov. 5, 2-4 pm
• Thurs., Nov. 6, 9-11 am

No registration needed, and you can enter & leave anytime.  To join as a librarian, please log in to the toolbox at http://info.askalibrarian.org/toolbox/login.asp, log in with your personal info, check the local desk option only (not academic or collaborative) & select “Training Room” from the local desk’s pull-down menu options.  Feel free to pick up any patrons that come into the training room.  To join as a pretend patron, please log in to the toolbox (link above), click on the “Practice/Training” link on the left, and click “Practice as a Patron”.  (You will not be asked for a patron name or question.)  I will be right there with you in case you have any questions, need a practice partner, or would like assistance.

The Director’s Chair

I am excited to announce we received are first entry last night at:

http://www.youtube.com/group/thedirectorschair

Are your teen groups working on entries?  Don’t forget to promote The Director’s Chair on your web site and programming.   Banners and icons for your web site and MySpace pages as well as a downloadable pdf of our flyer are available here.

TGIF Tips – Oct. 24, 2008 – Issue 4 (previous issue)

We’ve gotten some great responses through the Ask a Librarian staff survey!  We’ve had wonderful comments, questions, and insights regarding your experiences with the new software, and we will address many of those in this and upcoming issues of TGIF Tips.  (If you haven’t yet completed the survey, please visit http://www.surveymonkey.com/s.aspx?sm=Y9e7XBNGbg0dO45lUcMAvA_3d_3d as soon as possible, and put in your two cents.)  As always, we also receive valuable information from your emails, so please continue to contact us with your thoughts and questions.  Here are just a few of the topics you have asked us to address.

 Pushing Web pages

“Where do I push pages?”

“I type in a Web address but the patron doesn’t see it as a live link.”

 We’ve had a number of staff inquiring about pushing Web pages to patrons, so here is a quick reminder on what goes where.  Remember that text goes into the smaller white space below the chat transcript area (the space next to the “Send” button), while Web addresses go into the smaller white space above the chat transcript area (the space next to “View” and “Push”).  Remember:  if you type a URL into the “text” portion of the chat, it will not display as a clickable hyperlink; all Web addresses should go into the URL address bar.   

A brief how-to for pushing Web pages:   Either type a Web address directly into the space above the chat transcript area, or double-click a Web page from the URL’s tab in the upper-left corner of the console.  To preview the web page (just on your end), click the “View” button on the right.  To send the page to the patron, click “Push” or press the Enter key on your keyboard.  The customer will see the web page displayed on his or her screen.  (Note:  some pop-up blockers & other settings may prevent the pushed page from automatically displaying on the patron’s screen.  If this happens, just tell the patron to click on the hyperlink in the transcript window to view the page.)

Tokens for Scripts

“How do I get my patron’s name to automatically display in my script?”

“Does InstantService let you insert tokens like Docutek did?”

Would you like to format your scripts so that certain information, such as your patron’s screen name, is automatically inserted into the reply?  You can do that by inserting a “token” into the desired scripts.  Just place the token’s code (see below) in the space where you would like that specific information displayed.  For example, here is the token for the patron’s screen name:  [%CSRFIRSTNAME%] 

By inserting this token into your script, the following script: 

“Hello, [%CUSTFIRSTNAME%] , and welcome to Ask a Librarian.”

Is sent to the patron as: 

“Hello, Robert , and welcome to Ask a Librarian.”

To do this, just log in to the software 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 Response Libraries to add, edit, and organize your own personal responses.  Just click on “Launch Response Editor” to begin.  Just keep in mind that these tokens will automatically insert whatever field you specify.  In this example, for instance, if the patron’s screen name is a lengthy or otherwise “unusual” one, that screen name would nevertheless be inserted wherever you placed the token.  (For more information on tokens, please see https://admin.instantservice.com/help/tokens_help.html.)

Resizing Panels & ScreenSharing in a Separate Window

“The windows on the console are sometimes too small, especially when screensharing. Can I resize them?”

“Some of the agent panels are smaller than others & I can’t see the patron’s desktop as well.”

Some of you asked about resizing the different panels inside the console, especially for easier viewing during the ScreenSharing process.  All four panels are easily resized; just drag on the gray lines separating each quadrant from the next and pull them up, down, or across (see screenshot) as you see fit.  They can be resized anytime.  For the ScreenSharing process, there is also a globe icon for “LiveLook” (the program that does the ScreenSharing) right above the ScreenSharing panel.  Just click on that globe icon, and then LiveLook, in order to view the patron’s desktop in a separate browser window. 

Monitored Practice Session

Don’t forget to join your colleagues across the state in next week’s monitored practice session for the new Ask a Librarian software on Tuesday, October 28, from 9-11 am.  (You do not need to register, and you can enter & leave anytime.) 

To join as a librarian, please log in to the toolbox at http://info.askalibrarian.org/toolbox/login.asp, log in with your personal info, check the local desk option only (not academic or collaborative) & select “Training Room” from the local desk’s pull-down menu options.  Feel free to pick up any patrons that come into the training room.  To join as a pretend patron, please log in to the toolbox (link above), click on the “Practice/Training” link on the left, and click “Practice as a Patron”.  (You will not be asked for a patron name or question.)  I will be right there with you in case you have any questions, need a practice partner, or would like assistance.

TGIF Tips – Oct. 17, 2008 – Issue 3 (previous issue)

Things are really moving along with the new Ask a Librarian software!  More and more staff are adding their library names behind their initials, which helps those staffing the desk to know which libraries are currently logged in.  The ability to see which staff have patrons is at the top of our enhancement list with InstantService, and we are talking with them to have this eventually implemented.  Until that feature is here, please keep in mind that the “available” status does not change when you have a patron.  Since the new software won’t display incoming-patron alerts when you’re in a chat, other librarians are likely picking up those silent patrons while you are working.   

Changing Font Size in the Agent Console

Do you find the size of the text inside the agent console difficult to read?  You can easily change the font size to your liking - just use the following shortcuts to make the text inside the console appear larger or smaller:

Ctrl + “+”(plus sign on number pad) — Increase Font Size

Ctrl + “-” (minus sign on number pad) — Decrease Font Size

Troubleshooting Wiki

Did you know we have a great troubleshooting resource for those staffing Ask a Librarian?  Our wiki will give you hardware/software requirements, troubleshooting tips, and reminders on how to use ScreenShare, refer to another library’s email for follow-up, and more.  Just log in to the Ask a Librarian toolbox at http://info.askalibrarian.org/toolbox/login.asp, click on the “Technical Support” link on the left, and click on Troubleshooting.  New tips and how-tos are added often, so be sure to check back regularly for helpful updates.

Ready, Set, Explore!

Are you ready to join your colleagues across the state to practice using the new Ask a Librarian software and sharpen your skills?  Explore the software in the safety of a monitored practice environment with two open practice sessions.  (You do not need to register for these, and you can enter & leave anytime.)  The monitored practice sessions will be on these dates: 

Thurs., Oct. 23, 9-11 am

Tues., Oct. 28, 9-11 am

To join the statewide practice as a librarian, please log in to the toolbox at http://info.askalibrarian.org/toolbox/login.asp, log in with your personal info, check the local desk option only (not academic or collaborative) & select “Training Room” from the local desk’s pull-down menu options.  Feel free to pick up any patrons that come into the training room.  To join as a pretend patron, please log in to the toolbox (link above), click on the “Practice/Training” link on the left, and click “Practice as a Patron”.  (You will not be asked for a patron name or question.)  I will be in the training room, too, in case you have any questions, need a practice partner, or would like assistance. 

New Online Training

No training?  No problem.  For those unable to attend previous training sessions, we’ve added two new online training sessions on the new software.  These 2 hour sessions are designed for those already covering (or previously trained on) Ask a Librarian.  The online sessions will take place on Thursday, October 23, from 2-4 pm and on Friday, October 24, from 9:30-11:30 am.  Space is limited, so please visit http://www.tblc.org/ws_classes.php and sign up as soon as possible.

Tell us what you think about Ask a Librarian

Tell us what you think about Ask a Librarian!
Please take a few minutes to complete the following survey within the next week:
http://www.surveymonkey.com/s.aspx?sm=Y9e7XBNGbg0dO45lUcMAvA_3d_3d

Thanks!

Steal this blog entry – The Director’s Chair

Calling all Florida high school students!
Make your directorial debut with
The Director’s Chair YouTube contest

What is The Director’s Chair?
The Director’s Chair is a video contest for Florida high school students. Create a 30-second video promoting Ask a Librarian for the chance to win a digital video camera, a digital camera or an iPod Shuffle with an iTunes gift card.

So…what exactly IS Ask a Librarian?
It’s a free online service that allows you to chat with a Florida librarian for instant help with homework, papers and general questions. (Want to learn more? Click here.)

Now that you know what Ask a Librarian is, go out and make a creative and entertaining 30-second video that tells the world just how wonderful Ask a Librarian is. Just load it to The Director’s Chair group on YouTube by January 17, 2009, and the grand prize could be yours.

Be funny! Be serious! Do a spoof! Do a dramedy! Do whatever you want! Just be creative and have fun.

Click here for more information about the contest, including YouTube submission instructions, prizes, official contest rules, release forms and more.

Exemplary Reference Awards Summer 2008

The Quality Assurance Workgroup has been hard at work and has awarded the following transcripts for July Exemplary Reference Awards of the Month. Transcripts were awarded in three categories: Best Detailed Chat, Best Brief Chat, and Best Teaching Chat. Renee Patterson from Alachua County Library District will receive a gift card to Amazon.com for her Exemplary Detailed Chat and all three winners will receive a certificate at a presentation at next year’s Florida Library Association Annual Meeting in Orlando, Florida.

Brief Exemplary Chat Summer 08
Amy Lee-Jones. Osceola Library System
Good interview and good rapport in this brief and helpful chat. Help in finding “appostile” document for property in other country-Romania.

Detailed Exemplary Chat Summer 08
Renee Patterson, Alachua County Library District
Renee was spot on in helping this teenager not only find useful sources for decorating her room, but made some teachable moments by showing her how to use her own library’s catalog. I think the patron says it all when she says “thanx i love this website.”

Teaching Exemplary Chat Summer 08
Sarah Hammill, Florida International University
Sarah guided the customer through searching the ERIC database for articles without the use of co-browse. Customer was pleased with the service.

To nominate a session or view past winners go to the Ask a Librarian Toolbox at: http://info.askalibrarian.org

New Online Training & Monitored Practice Sessions

Two new online training sessions on the new Ask a Librarian software have been added.  These 2 hour sessions are designed for those already covering (or previously trained on) Ask a Librarian.  The online sessions will take place on Thursday, October 23, from 2-4 pm and on Friday, October 24, from 9:30-11:30 am.  Space is limited, so please visit http://www.tblc.org/ws_classes.php and sign up as soon as possible.

Also, there will be two monitored practice sessions for all staff to freely explore the software in the safety of a monitored practice environment.  (You do not need to register for these.)  The monitored practice sessions will be on these dates: 

• Thurs., Oct. 23, 9-11 am
• Tues., Oct. 28, 9-11 am

To join the statewide practice as a librarian, please log in to the toolbox at http://info.askalibrarian.org/toolbox/login.asp, log in with your personal info, check the local desk option only (not academic or collaborative) & select “Training Room” from the local desk’s pull-down menu options.  Feel free to pick up any patrons that come into the training room.  To join as a pretend patron, please log in to the toolbox (link above), click on the “Practice/Training” link on the left, and click “Practice as a Patron”.  (You will not be asked for a patron name or question.)  Please log on and join your colleagues across the state to practice using the new software and sharpen your skills.  I will be in the training room, too, in case you have any questions, need a practice partner, or would like assistance.

Adding Library Names to Staff Display

In order for us to view which libraries other staff belong to, we will add our library system’s name in parentheses behind our “last name” initial – for example, rather than just Traci A as our display name, we’ll change it to display Traci A (Palm College).  In order to change the display name to reflect your library system, please follow these steps:

• Log in as usual to get to the Account Administration page (the same page where you click on Agent Console).
• Click on the “Agents” tab. 
• Click on Information to add the name of your library system right after the initial of your last name.  Example: 
  • Username:     TraciA
  • First Name:    Traci
  • Last Name:    A  (Palm College)    
    •  name of library system in parentheses after last name’s initial
• Click on Save.

The sooner you follow these steps, the sooner we will all be able to view which libraries other staff belong to.  Please help us to achieve this by adding your library system’s name as soon as possible!

Academic Desk is open today, Tues. Oct. 14

We are happy to announce that the Academic Desk is now working and ready to be staffed at 10 am this morning!  If you are scheduled to cover the Academic desk today, please log in to that desk for your scheduled shift.  

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