Ask a Librarian Blog

TGIF Tips: Issue Two

October 10th, 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:

• It is extremely important that those staffing the academic and collaborative desks remain subscribed to the AskRef listserv.

• All subscriptions are available in Plain or Digest modes:
  • Plain - you will receive all AskRef messages as-submitted, one by one
  • Digest - you will receive all AskRef messages batched in a daily digest

• Those staffing only their local desks (who never staff academic or collaborative) have the option of subscribing or not subscribing.

• Site coordinators should be subscribed to both the AskRef listserv and an additional site-coordinators-only listserv called Askalib-Contacts.

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:

• Reports:  Agents:  Chat Transcripts - to view session transcripts by agent/librarian name.
• Reports:  Departments:   Chat Transcripts - to view session transcripts by desk (like collaborative, academic, or a specific local desk).

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.**

Entry Filed under: News & Announcements