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LibAnswers for Ask a Librarian Delaware
Notes from the pilot program to live
Description of LibAnswers v.2
1. What can it do? LibAnswers has features that include:
• chat with a variety of widgets and messages to choose from• Email with a variety of webform layouts and fields to choose from• patron comment options• chat/email attachments both from librarians and patrons• spell checker• librarians can use images and multimedia• SMS texting• reports/analytics-Query Spy• FAQs (knowledge base) with link checker• FAQs: coming soon--cross linking/reference to LibGuides
2. How does it look and work for -patrons?
-librarians?
Springshare’s example showing ‘when chat is offline’
Example:FAQs (creating our own knowledge base!)
Librarian side: View of when questions (“tickets”) are submitted by patrons.
Development (Administration)
Action/Description When Who
6. Go live on all Delaware libraries’ websites
5. Test space on library sites
a) Bear and Kirkwood – New Castle County
b) Rehoboth Beachc) DDL
3. Training
2. Administrative set up
1. Decisions: a. Training dateb. Who is to be trained/involved?c. Access level for liaisons to what,
such as creating FAQsd. Policy about blocking IPe. Each group can have a different
color – do we want that?f. Additional decisions as needed
January through March 1, 2015
All participating libraries
October through January
Bear/Kirkwood: Kevin Turner, Beth Borene, Steve Davis, Charles Silverman, Anh NguyenRehoboth: Jessica/AlisonDDL: Cathay, Beth-Ann and Christine
Late Sept/early October
Now
Pilot libraries
Cathay will train pilot library staff and administrators
September
Late Sept/early October Cathay
Ask a Librarian Delaware – Proposed Timeline
Training date for pilot libraries is September 25
4. Choose widgets and other features and wording to use on site
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