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
October 20th, 2008
Diana
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.
October 16th, 2008
Traci
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:
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!
October 16th, 2008
Traci
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.
October 14th, 2008
Traci
As we prepare to kick off the second Director’s Chair competition, you can get flyers in two ways:
1- Order them at: info.askalibrarian.org under ‘Promotional Materials’
2- Print them directly. The file is available by clicking on the graphic.
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:
- 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.**
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”
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.
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!!!!
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.
October 6th, 2008
Diana
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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.