Ask a Librarian Blog

TGIF Tips - 10/03/08, Issue 1

October 6th, 2008 Traci

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.

Entry Filed under: Tips and Tricks