09, Issue 14

March 13, 2009 by Traci
Filed under Tips and Tricks

Whether you’re adding a specific script you’re rather fond of or adding your own personal arsenal of Web favorites to the URLs collection, customizing your personal Response Library is a surefire way to enhance the consistency and efficiency of your chats inside the Agent Console. You get to word the scripts the way you normally would have anyway, or double-click on a favorite Web site that you would’ve searched for anyway – saving you tons of time, in both cases. You’ve all seen the awesome script and Web bookmarks collections inside the Response Libraries section of the Agent Console, courtesy of the “Account Default” folder. This edition of Tips will be a super-clear demonstration of exactly how to do this for your own personal account.

To add scripts or bookmarks to your account:

1) In the Librarian Toolbox, click on “Login as a Librarian”.

2) Select the local desk box & choose your library from the list. (If you are staffing one of the public desks, you can also choose Academic/Collaborative in addition to your local desk).

3) On the Acct Administration page (where you usually click Agent Console), click on “Agents” (either the tab or the link).

4) Click on Response Libraries.

5) Click on Launch Response Editor.

6) To add a script, click on the Text tab. Click on your named folder to highlight it, and then on “New Response” to create a new script directly in your personal folder. Type the name of your script at the top (such as “My Greeting”), and then replace the text at the bottom with the actual text you want the script to say (such as “Welcome to Ask a Librarian. I am pleased to help you with your question today.”).

You may also create folders for categorizing your scripts. To do this, click on your named personal folder and then on “New Folder”. Name the folder (such as My Goodbyes). With that folder selected, click on “New Response” to add a script into that folder. To create another main folder, click on your personal top-level folder, and then on “New Folder”, etc.

7) To add a Web site bookmark, click on the URLs tab. Click on your named folder to highlight it, and then on “New Response” to save a new Web address directly in your personal folder. Type the name of the URL at the top (such as “CNN”). At the bottom, follow the “http://” prompt with the remainder of the full URL of the Web site (for example, “http://www.cnn.com”).

Creating folders in your URLs tab is especially helpful because it allows you to categorize your bookmarks from a high number of categories and subcategories. For example, a Sciences folder could contain Biology and Physics subfolders with various Web sites in each. Adding folders in URLs is the same as for scripts. Just click on your main folder and then on “New Folder” to create a category, giving it a name (such as “News Sites”). With that folder selected, click on “New Response” to add a bookmark to that category. To create another main bookmarks folder, click on your personal top-level folder, and then on “New Folder”, etc.

8 ) Click on “Save All” when done.

What happens now? The next time you enter the Agent Console, folders showing your display name will be sitting right alongside our trusty Account Default folders under both the Text (scripts) tab and URLs (bookmarks) tab. These personal folders will contain your own private scripts and bookmarks – no one else will see them, and you can modify or delete any of them at any time by following the steps you used to create them. Once back inside the Console, being able to double-click your private scripts or bookmarks – for viewing, modifying, or sending to the patron – will make your customer service that much more personalized.

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January 16, 2009 by Traci
Filed under Tips and Tricks