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+--- Thread: LibAnswers Setup Questions (/thread-3444.html)
LibAnswers Setup Questions - jcarrell - 04-21-2020
Hi all,
I have a couple of questions for the group about setting up LibAnswers.
- Should the policy page be broken up into smaller, individual FAQs? From the training last week, it seemed like this might be a good way to go. However, PVCC doesn't participate in the co-op, so I'm happy to defer to those who do. What would be easiest for you? Should I keep the one policy page? Or should I break it up?
- Will follow-up tickets be diverted to the individual college queue, or will they go into the shared VCCS Libraries queue? PVCC's preference is they go into the individual college queue, and we can follow up from there. If they do go into the shared queue, will we be notified that we have tickets to follow-up on and claim? Is there a way to notify PVCC of our tickets only in the shared queue and NOT all tickets for all schools?
Jacqueline
RE: LibAnswers Setup Questions - tcassidy - 04-21-2020
1. It's up to the college. I believe SpringShare indicated in training that the benefit of breaking one FAQ into multiple topics is that each FAQ name is then searchable, which could prove quite useful for staff who are not already familiar. The full text of a policy FAQ is not searchable, just the name. If my library had many complex policies, then organizing a set of searchable policy FAQs by topic would be worthwhile.
2. Follow-up destination is also up to the college. I will send a poll later this week to get clear on these prefs. Not sure about actively sending notifications based on point of contact from a shared queue, I don't recall this being possible but will verify.
-Tara
RE: LibAnswers Setup Questions - jcarrell - 04-22-2020
Ok, thanks, Tara! I think I will go ahead and split my policies into multiple FAQs, since it did look more useful from the training. And good to know that follow-up destination will be decided by college. That makes sense - those who don't follow up on their tickets can send them into the shared queue.
Jacqueline