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Author: Kelly Mcdonald

Creating and Using System Canned Messages

January 7, 2021January 7, 2021 Kelly Mcdonald

Add Canned Messages specific to your library which can be accessed by all users in your Ask a Librarian local department. These can only be added and edited by site coordinators.

Site-Coordinator-System-Canned-Messages

Editing Sensitive Information

January 7, 2021January 7, 2021 Kelly Mcdonald

Site Coordinator level users have the ability to edit out sensitive information and save transcript text accordingly.

Editing-sensitive-information-in-a-chat-transcript

Adding Your Library to Your Last Name

January 7, 2021January 7, 2021 Kelly Mcdonald

We ask that all users add their library name to their last name, making it easier for other libraries to see where you’re from and helping to sort through statistics.

Adding-Your-Library-to-Your-Last-Name

Setting Your Nickname for Chat

January 7, 2021January 7, 2021 Kelly Mcdonald

Nicknames display to the patron through chat instead of your profile name designated within the Springshare system. You will not see your nickname from within the dashboard – only patrons see this information.

Setting-your-nickname

Idle Chat Messages

January 7, 2021January 7, 2021 Kelly Mcdonald

An automated message can be sent after you’ve been idle for a specific number of minutes (if you’ve had to leave your computer to find something up for the patron). This will let them know you are still there and actively working to answer their question.

Idle-chat-messages

Who is Helping Me Monitor This Desk?

January 7, 2021January 7, 2021 Kelly Mcdonald

This is one of the most common questions we’re asked: “Am I alone on here?”

Who-is-helping-me-monitor-this-desk

Setting Up SMS Auto-Responders

January 7, 2021January 7, 2021 Kelly Mcdonald

Springshare will send automated text responses to patrons when an SMS question is sent outside of designated hours.

Setting-Up-SMS-Auto-Reponders

Change the Success Message on Email Forms

January 7, 2021January 7, 2021 Kelly Mcdonald

Success Messages can be edited to indicate library closures when a patron submits an email ticket through a form.

Success-Message-for-Email-Forms

How to Retrieve Transcripts

January 7, 2021January 7, 2021 Kelly Mcdonald

You can view transcripts from past chat sessions

How-to-retrieve-transcripts

Protected: JUL and AUG 2020 Exemplary Reference Award Winners

January 6, 2021January 6, 2021 Kelly Mcdonald

This post is password protected. To view it please enter your password below:



The Right Chat Reference from Open to Close

December 21, 2020December 21, 2020 Kelly Mcdonald

Accessing the Knowledge Base

December 21, 2020January 7, 2021 Kelly Mcdonald
Accessing-the-Knowledge-Base

Improving Chat Reference With Emotional Intelligence

December 21, 2020December 21, 2020 Kelly Mcdonald

AAL Toolbox Site Updates

December 21, 2020December 21, 2020 Kelly Mcdonald

Pulling Statistics for Monthly Reporting

December 18, 2020December 18, 2020 Kelly Mcdonald

Email Notifications

December 18, 2020January 7, 2021 Kelly Mcdonald
Email-Notifications

Using the AAL Training Room

December 18, 2020December 18, 2020 Kelly Mcdonald

How to win an Exemplary Reference Award

December 18, 2020December 18, 2020 Kelly Mcdonald

View the Ask a Librarian Service Expectations Here

Collaborative Scheduling with When to Work

December 18, 2020January 7, 2021 Kelly Mcdonald
Viewing-the-Collab-Schedule

Creating and Using Widgets

December 18, 2020January 7, 2021 Kelly Mcdonald
View Presentation Slides
Creating-and-Editing-Widgets

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Reminder of collaborative (academic and statewide) desk hours:

  • Statewide is open from 10am-midnight Sunday through Thursday and 10am to 5pm Friday and Saturday
  • Academic is open from 10am-4pm Monday through Friday

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