https://libforum.vccs.edu/forum/ Sun, 01 Nov 2026 08:22:22 +0000 MyBB https://libforum.vccs.edu/forum/thread-3460.html Tue, 19 May 2020 16:19:57 +0000 tcassidy]]> https://libforum.vccs.edu/forum/thread-3460.html These are the activities for colleges to complete by Wednesday, May 27:

·         Ensure that your LibAnswers policy page is updated

·         Verify that your staff are comfortable on the new system

·         Review your Web presence to identify the location of all QuestionPoint/LRC Live links and chat widgets in advance of cutover to LibAnswers:
    o   College Web pages
    o   LibGuides
    o   Electronic handouts or exercises
    o   Canvas templates
    o   Quicksearch landing page
    o   Local e-resource integrations

·         Identify and finish testing the LibAnswers chat widget(s) that you intend to use

·         For those college libraries that do not control their website:
        §  Provide info on website changes to college IT (or other appropriate department)
        §  Provide go-live schedule to college IT
        §  Make sure IT understands and agrees to make changes during the cutover window (After 5 p.m. on Thursday, 5/28 and before 9 a.m. on Friday, 5/29).]]> These are the activities for colleges to complete by Wednesday, May 27:

·         Ensure that your LibAnswers policy page is updated

·         Verify that your staff are comfortable on the new system

·         Review your Web presence to identify the location of all QuestionPoint/LRC Live links and chat widgets in advance of cutover to LibAnswers:
    o   College Web pages
    o   LibGuides
    o   Electronic handouts or exercises
    o   Canvas templates
    o   Quicksearch landing page
    o   Local e-resource integrations

·         Identify and finish testing the LibAnswers chat widget(s) that you intend to use

·         For those college libraries that do not control their website:
        §  Provide info on website changes to college IT (or other appropriate department)
        §  Provide go-live schedule to college IT
        §  Make sure IT understands and agrees to make changes during the cutover window (After 5 p.m. on Thursday, 5/28 and before 9 a.m. on Friday, 5/29).]]> https://libforum.vccs.edu/forum/thread-3459.html Tue, 19 May 2020 16:16:50 +0000 tcassidy]]> https://libforum.vccs.edu/forum/thread-3459.html Colleges should make all local Web changes sometime during the cutover window, beginning 5 p.m. on Thursday, May 28 and ending at 9 a.m. on Friday, May 29. At 9 a.m. on Friday, May 29, all colleges should be live on LibAnswers.

• VCCS QuestionPoint Cooperative coverage officially ends at 4 p.m. on Thursday, May 28.
  
• Scheduled VCCS System Office staff coverage for LibAnswers 24/7 Global Cooperative begins at 6 p.m. on Thursday, May 28.
  
• Scheduled college staff coverage for LibAnswers VCCS Academic Cooperative begins at 9 a.m. on Friday, May 29.
  

]]> Colleges should make all local Web changes sometime during the cutover window, beginning 5 p.m. on Thursday, May 28 and ending at 9 a.m. on Friday, May 29. At 9 a.m. on Friday, May 29, all colleges should be live on LibAnswers.

• VCCS QuestionPoint Cooperative coverage officially ends at 4 p.m. on Thursday, May 28.
  
• Scheduled VCCS System Office staff coverage for LibAnswers 24/7 Global Cooperative begins at 6 p.m. on Thursday, May 28.
  
• Scheduled college staff coverage for LibAnswers VCCS Academic Cooperative begins at 9 a.m. on Friday, May 29.
  

]]> https://libforum.vccs.edu/forum/thread-3456.html Tue, 19 May 2020 16:15:25 +0000 tcassidy]]> https://libforum.vccs.edu/forum/thread-3456.html Website changes to complete during the during the cutover window between 5 p.m. on Thursday, May 28 and 9 a.m. on Friday, May 29:

o   Change any reference to LRC Live (if used) to Ask A Librarian
o   Update all Web pages if you have authority
         §  For those college libraries that don’t control their website, verify changes were completed by college IT (or other appropriate department)
         §  LFCC, NVCC, TCC, TNCC: Set local widgets to fall back to VCCS Coop after 40 seconds and then to fall back to 24/7 coop after VCCS coop (40 seconds was the default QP timeframe; VCCS will start with 40 seconds as default and reevaluate in August)
         §  All other colleges: Tara will set the fall back for your chat widgets
o   Swap all QP instances for LibChat widgets
        §  For colleges that can do it themselves
           ·         Replace all QP qwidgets with LibAnswers chat widgets
           ·         Replace all links to full QP interface with LibAnswers Chat widgets
           ·         Test the service on Friday morning
       §  For colleges that can not do it themselves
         ·         Verify with college IT that changes were completed correctly
         ·         Test the service on Friday morning

·         On Thursday at 6 p.m., VCCS System Office chat staff start monitoring the 24/7 Global Cooperative as scheduled

·         On Friday at 9 a.m., college volunteers start monitoring the VCCS Academic Cooperative as scheduled. If you are not part of scheduled coverage, feel free to cover the VCCS Cooperative whenever you monitor your own widget in order to get a feel for cooperative-level coverage.]]> Website changes to complete during the during the cutover window between 5 p.m. on Thursday, May 28 and 9 a.m. on Friday, May 29:

o   Change any reference to LRC Live (if used) to Ask A Librarian
o   Update all Web pages if you have authority
         §  For those college libraries that don’t control their website, verify changes were completed by college IT (or other appropriate department)
         §  LFCC, NVCC, TCC, TNCC: Set local widgets to fall back to VCCS Coop after 40 seconds and then to fall back to 24/7 coop after VCCS coop (40 seconds was the default QP timeframe; VCCS will start with 40 seconds as default and reevaluate in August)
         §  All other colleges: Tara will set the fall back for your chat widgets
o   Swap all QP instances for LibChat widgets
        §  For colleges that can do it themselves
           ·         Replace all QP qwidgets with LibAnswers chat widgets
           ·         Replace all links to full QP interface with LibAnswers Chat widgets
           ·         Test the service on Friday morning
       §  For colleges that can not do it themselves
         ·         Verify with college IT that changes were completed correctly
         ·         Test the service on Friday morning

·         On Thursday at 6 p.m., VCCS System Office chat staff start monitoring the 24/7 Global Cooperative as scheduled

·         On Friday at 9 a.m., college volunteers start monitoring the VCCS Academic Cooperative as scheduled. If you are not part of scheduled coverage, feel free to cover the VCCS Cooperative whenever you monitor your own widget in order to get a feel for cooperative-level coverage.]]> https://libforum.vccs.edu/forum/thread-3451.html Fri, 01 May 2020 12:46:38 +0000 kburton]]> https://libforum.vccs.edu/forum/thread-3451.html I thought someone else may have my same question so I should ask it here for the good of the group:

It looks like our individual LibChat widgets in the LibAnswers system (Ask A Librarian @ CollegeName) are all configured to only be answered by our college's chat users. They are not currently configured to roll into the VCCS Cooperative or the Global Cooperative if they go unanswered. They are only local to our individual college and will display as "offline" if none of our college's users are online to answer the chat. Is that the case? 

Thanks in advance!]]> I thought someone else may have my same question so I should ask it here for the good of the group:

It looks like our individual LibChat widgets in the LibAnswers system (Ask A Librarian @ CollegeName) are all configured to only be answered by our college's chat users. They are not currently configured to roll into the VCCS Cooperative or the Global Cooperative if they go unanswered. They are only local to our individual college and will display as "offline" if none of our college's users are online to answer the chat. Is that the case? 

Thanks in advance!]]> https://libforum.vccs.edu/forum/thread-3449.html Thu, 23 Apr 2020 18:45:38 +0000 tcassidy]]> https://libforum.vccs.edu/forum/thread-3449.html

• Admin users can create content, edit all content in the system, and manage system settings & customizations. They have access to all ticket queues, FAQ groups, and chat departments.
  
• Regular users can create and edit FAQs in assigned groups, reply to tickets in assigned queues, and monitor chats in assigned departments. Ideal for most general users.
  

As of today, these people have college-level admin roles in the shared system:

BRCC    Dawn Walton
CVCC    Michael Fein
DCC    Jennifer Walz
DSLCC    Katie Wrenn
ESCC    Mirissa Sorensen
GCC    Monica McLean / Erin Crane
JSRCC  Denise Woetzel / Loftan Miller
JTCC    Molli Gonzalez
MECC    Kody Whitt
NRCC    Yvonne Maute
PDCCC    Cirrus Gundlach
PHCC    Marcia Seaton-Martin
PVCC    Jacqueline Carrell
RCC    Dan Ream
SVCC    Marika Peterson
SWCC    Teresa Yearout
VHCC    Sarah Beth White
VWCC    Katelyn Burton
WCC    George Mattis]]>

• Admin users can create content, edit all content in the system, and manage system settings & customizations. They have access to all ticket queues, FAQ groups, and chat departments.
  
• Regular users can create and edit FAQs in assigned groups, reply to tickets in assigned queues, and monitor chats in assigned departments. Ideal for most general users.
  

As of today, these people have college-level admin roles in the shared system:

BRCC    Dawn Walton
CVCC    Michael Fein
DCC    Jennifer Walz
DSLCC    Katie Wrenn
ESCC    Mirissa Sorensen
GCC    Monica McLean / Erin Crane
JSRCC  Denise Woetzel / Loftan Miller
JTCC    Molli Gonzalez
MECC    Kody Whitt
NRCC    Yvonne Maute
PDCCC    Cirrus Gundlach
PHCC    Marcia Seaton-Martin
PVCC    Jacqueline Carrell
RCC    Dan Ream
SVCC    Marika Peterson
SWCC    Teresa Yearout
VHCC    Sarah Beth White
VWCC    Katelyn Burton
WCC    George Mattis]]> https://libforum.vccs.edu/forum/thread-3444.html Tue, 21 Apr 2020 19:21:10 +0000 jcarrell]]> https://libforum.vccs.edu/forum/thread-3444.html
I have a couple of questions for the group about setting up LibAnswers.

1. 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?  
   
   
   
2. 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? 
   

Thanks!
Jacqueline]]>
I have a couple of questions for the group about setting up LibAnswers.

1. 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?  
   
   
   
2. 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? 
   

Thanks!
Jacqueline]]> https://libforum.vccs.edu/forum/thread-3442.html Tue, 07 Apr 2020 11:35:54 +0000 tcassidy]]> https://libforum.vccs.edu/forum/thread-3442.html
A. Basic LibAnswers chat reference - training for all librarians

1. LibChat (53min)
   
2. Tickets & Ticket Queues (48min)
   
3. FAQs & Groups (50 min)
   

Basic training access: https://buzz.springshare.com/qp-migratio...ular-level

B. Cooperative LibAnswers chat reference - After completing basic training, all librarians that will train/participate in VCCS-wide chat support should complete the VCCS Academic Cooperative training for the all-college service:

1. Co-op Overview (1hr 18min)
   
2. Chat (58 min)
   
3. Tickets (51 min)
   
4. FAQs (59)
   

Coop training access: https://buzz.springshare.com/qp-migratio...ning-video

----

Just for VCCS, Springshare provided three different live Zoom training sessions. Ideally folks could work through parts A and B described above, then review the live session recordings linked below.

Wednesday, 4/15/2020: LibAnswers College-level Admin Training - For college librarians who (or aspire to) actively administer their LibAnswers service.  (90 minutes)

• Recording and slides at https://training.springshare.com/CTE/VCCS-Admin
  

 
Thursday, 4/16/2020: LibAnswers Librarian Chat  - Training for All Staff, Part 1 (60 minutes)

• Recording at https://training.springshare.com/CTE/VCCS-Staff
  

 
Friday, 4/17/2020: LibAnswers Tickets  - Training for All Staff, Part 2 (60 minutes)

• Recording at https://training.springshare.com/CTE/VCCS-Staff
  

-Tara]]>
A. Basic LibAnswers chat reference - training for all librarians

1. LibChat (53min)
   
2. Tickets & Ticket Queues (48min)
   
3. FAQs & Groups (50 min)
   

Basic training access: https://buzz.springshare.com/qp-migratio...ular-level

B. Cooperative LibAnswers chat reference - After completing basic training, all librarians that will train/participate in VCCS-wide chat support should complete the VCCS Academic Cooperative training for the all-college service:

1. Co-op Overview (1hr 18min)
   
2. Chat (58 min)
   
3. Tickets (51 min)
   
4. FAQs (59)
   

Coop training access: https://buzz.springshare.com/qp-migratio...ning-video

----

Just for VCCS, Springshare provided three different live Zoom training sessions. Ideally folks could work through parts A and B described above, then review the live session recordings linked below.

Wednesday, 4/15/2020: LibAnswers College-level Admin Training - For college librarians who (or aspire to) actively administer their LibAnswers service.  (90 minutes)

• Recording and slides at https://training.springshare.com/CTE/VCCS-Admin
  

 
Thursday, 4/16/2020: LibAnswers Librarian Chat  - Training for All Staff, Part 1 (60 minutes)

• Recording at https://training.springshare.com/CTE/VCCS-Staff
  

 
Friday, 4/17/2020: LibAnswers Tickets  - Training for All Staff, Part 2 (60 minutes)

• Recording at https://training.springshare.com/CTE/VCCS-Staff
  

-Tara]]> https://libforum.vccs.edu/forum/thread-3193.html Tue, 10 Mar 2020 20:57:51 +0000 tcassidy]]> https://libforum.vccs.edu/forum/thread-3193.html Here’s the recording for the meeting today: https://www.screencast.com/t/0CQSYNbMllGW ]]> Here’s the recording for the meeting today: https://www.screencast.com/t/0CQSYNbMllGW ]]> https://libforum.vccs.edu/forum/thread-3327.html Wed, 04 Mar 2020 15:49:18 +0000 tcassidy]]> https://libforum.vccs.edu/forum/thread-3327.html Date: Tuesday, March 10, 2020
Time: 11:00 AM-12:30 PM

This is the eagerly-awaited implementation meeting for chat service admins/coordinators from all 23 colleges and the SO. Veteran chat managers and newcomers are strongly encouraged to attend. In this meeting, Springshare staff will go over the implementation plan, ask us a few questions to get clarification, and discuss how migrating to LibAnswers will work for your institution. Springshare will record the session and make it available.

Agenda:

• VCCS Implementation Plan
  
• What that means for your institution
  
• Setting up Widgets
  
• Answering Chats – brief overview
  
• Accessing the Cooperatives
  
• Q&A
  

 
Join Zoom Meeting:
https://springshare.zoom.us/j/5853569022

Meeting ID: 585 356 9022

Dial by your location:
+1 646 558 8656 US (New York) ]]> Date: Tuesday, March 10, 2020
Time: 11:00 AM-12:30 PM

This is the eagerly-awaited implementation meeting for chat service admins/coordinators from all 23 colleges and the SO. Veteran chat managers and newcomers are strongly encouraged to attend. In this meeting, Springshare staff will go over the implementation plan, ask us a few questions to get clarification, and discuss how migrating to LibAnswers will work for your institution. Springshare will record the session and make it available.

Agenda:

• VCCS Implementation Plan
  
• What that means for your institution
  
• Setting up Widgets
  
• Answering Chats – brief overview
  
• Accessing the Cooperatives
  
• Q&A
  

 
Join Zoom Meeting:
https://springshare.zoom.us/j/5853569022

Meeting ID: 585 356 9022

Dial by your location:
+1 646 558 8656 US (New York) ]]> https://libforum.vccs.edu/forum/thread-2768.html Mon, 03 Feb 2020 16:40:43 +0000 tcassidy]]> https://libforum.vccs.edu/forum/thread-2768.html VCCS will migrate chat reference from the OCLC QuestionPoint platform to the SpringShare LibAnswers platform. The LibAnswers go-live date is May 29, 2020. I am working closely with SpringShare to develop an implementation plan for VCCS. Please watch for more details in the next few weeks.
-Tara]]> VCCS will migrate chat reference from the OCLC QuestionPoint platform to the SpringShare LibAnswers platform. The LibAnswers go-live date is May 29, 2020. I am working closely with SpringShare to develop an implementation plan for VCCS. Please watch for more details in the next few weeks.
-Tara]]>