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.
Author: Kelly Doty
Who is Helping Me Monitor This Desk?
This is one of the most common questions we’re asked: “Am I alone on here?”
NOTE: you can always check the Collaborative Desk ShiftController schedules to see which libraries are assigned to any shift. Check the Statewide/Academic Collaborative desk schedule for the current week.
Setting Up SMS Auto-Responders
Springshare will send automated text responses to patrons when an SMS question is sent outside of designated hours.
Change the Success Message on Email Forms
Success Messages can be edited to indicate library closures when a patron submits an email ticket through a form.
How to Retrieve Transcripts
You can view transcripts from past chat sessions
Chat, Email, and SMS Statistics
Webinar updated on 03/19/25
Using the AAL Training Room
How to win an Exemplary Reference Award
Updated 2/24/21
View the Ask a Librarian Service Expectations Here
Collaborative Scheduling with When to Work
Please note: The password to the shared account on When to Work has changed.
Username: askalibrarian
Password: askalibrarianshared1
Editing Your Email Form Header
Email form headers can be edited to indicated library closures or requests for information.
Monitoring Who’s Online
View who is currently monitoring from your local library without logging in to chat.
Enabling Pop-Out Chats
Choose how you’d like chats to appear when opened. “Individually” will show one chat at a time and gives you a large chat area for each; “Multi Chat Overlay” opens each chat in a pop-out window, which can then be moved/resized as needed.