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LibAnswers chat reference training for all librarians - Printable Version

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LibAnswers chat reference training for all librarians - tcassidy - 04-07-2020

Springshare always offers the following general training resources for all customers to become familiar with the LibAnswers service:

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-migration/training-videos/software-only/regular-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-migration/coop-training-video

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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)  
Thursday, 4/16/2020: LibAnswers Librarian Chat  - Training for All Staff, Part 1 (60 minutes)  
Friday, 4/17/2020: LibAnswers Tickets  - Training for All Staff, Part 2 (60 minutes) -Tara

RE: LibAnswers chat reference training for all librarians - jwalz - 04-07-2020

Thanks Tara for getting us all started on this process!   

Jennifer

RE: LibAnswers chat reference training for all librarians - dgray - 04-15-2020

Are any of the other libraries who already have LibChat using the screen sharing function? With all courses online now certainly seems like the time to try it, but I'd like to hear feedback from someone who's used it.

It is Zoom-based, and our students should be becoming more familiar with ZOOM interface and screen sharing, but I'm wondering how easy it is to use on the patron side. Thanks.

RE: LibAnswers chat reference training for all librarians - ksnawder - 04-16-2020

(04-15-2020, 06:16 PM)dgray Wrote: Are any of the other libraries who already have LibChat using the screen sharing function?  With all courses online now certainly seems like the time to try it, but I'd like to hear feedback from someone who's used it.  

It is Zoom-based, and our students should be becoming more familiar with ZOOM interface and screen sharing, but I'm wondering how easy it is to use on the patron side. Thanks.

Here is some info from Springshare about screen sharing: https://ask.springshare.com/libanswers/faq/1912

RE: LibAnswers chat reference training for all librarians - tcassidy - 04-17-2020

Thank you all for your engagement and participation in the LibAnswers training this week!

Please continue to test your chat, email, and ticket setups. Send a support ticket to advise of any unexpected behavior or make change requests.

Also, now is a great time to review your personal LibAnswers account settings:
https://ask.springshare.com/springboards/faq/1889

Looking ahead, begin to think about how you would like your students to be directed when they chose "Library Help" in the Canvas LMS. Currently, students go to the Questionpoint landing page, but as we learned this week, you now have many more options.
  • The links to college question forms could easily work as the default 'Help' URL for each college, but I’m guessing not everyone wants that.
  • Ideally, each library will offer a custom libguide page that incorporates the chat, email, etc.
  • A simple example is here: https://vccs.libguides.com/c.php?g=673558&p=7419197
Please think about what kind of chat service page you want for your students, and I will send another survey to collect URLs.
-Tara

RE: LibAnswers chat reference training for all librarians - dgray - 04-21-2020

For anyone who's interested, here is a short training video from Springshare about the screen sharing function: https://training.springshare.com/libanswers/tidbit/libchat-screensharing

RE: LibAnswers chat reference training for all librarians - jwalz - 04-22-2020

(04-17-2020, 01:14 PM)tcassidy Wrote: Thank you all for your engagement and participation in the LibAnswers training this week!

Please continue to test your chat, email, and ticket setups. Send a support ticket to advise of any unexpected behavior or make change requests.

Also, now is a great time to review your personal LibAnswers account settings:
https://ask.springshare.com/springboards/faq/1889

Looking ahead, begin to think about how you would like your students to be directed when they chose "Library Help" in the Canvas LMS. Currently, students go to the Questionpoint landing page, but as we learned this week, you now have many more options.
  • The links to college question forms could easily work as the default 'Help' URL for each college, but I’m guessing not everyone wants that.
  • Ideally, each library will offer a custom libguide page that incorporates the chat, email, etc.
  • A simple example is here: https://vccs.libguides.com/c.php?g=673558&p=7419197
Please think about what kind of chat service page you want for your students, and I will send another survey to collect URLs.
-Tara

Tara,

 Your statement above "in the Canvas LMS. Currently, students go to the Questionpoint landing page"    I am wondering about this.   WHERE inside of Canvas is this located?   I don't think we have this.  And I am not sure that it is deployed the same for every campus instance of Canvas.   

   Can you tell me where this is located inside of Canvas that students see?

Thanks!

Jennifer

RE: LibAnswers chat reference training for all librarians - jwalz - 04-22-2020

(04-16-2020, 12:53 PM)ksnawder Wrote:
(04-15-2020, 06:16 PM)dgray Wrote: Are any of the other libraries who already have LibChat using the screen sharing function?  With all courses online now certainly seems like the time to try it, but I'd like to hear feedback from someone who's used it.  

It is Zoom-based, and our students should be becoming more familiar with ZOOM interface and screen sharing, but I'm wondering how easy it is to use on the patron side. Thanks.

Here is some info from Springshare about screen sharing: https://ask.springshare.com/libanswers/faq/1912

I don't think that the VCCS bought this upgrade to LibChat.    So, we do not have screen sharing for our version.   

   Tara would be able to say for sure.

RE: LibAnswers chat reference training for all librarians - tcassidy - 04-22-2020

It's just a link from the top-level Help menu: Canvas > Help > Ask a Librarian http://library.vccs.edu/reference/contact.html
-Tara

RE: LibAnswers chat reference training for all librarians - dgray - 04-22-2020

(04-22-2020, 03:26 PM)jwalz Wrote:
(04-16-2020, 12:53 PM)ksnawder Wrote:
(04-15-2020, 06:16 PM)dgray Wrote: Are any of the other libraries who already have LibChat using the screen sharing function?  With all courses online now certainly seems like the time to try it, but I'd like to hear feedback from someone who's used it.  

It is Zoom-based, and our students should be becoming more familiar with ZOOM interface and screen sharing, but I'm wondering how easy it is to use on the patron side. Thanks.

Here is some info from Springshare about screen sharing: https://ask.springshare.com/libanswers/faq/1912

I don't think that the VCCS bought this upgrade to LibChat.    So, we do not have screen sharing for our version.   

   Tara would be able to say for sure.
 Oh I know, I was just thinking of purchasing for our library and wondered if anyone else was using it.

RE: LibAnswers chat reference training for all librarians - jwalz - 04-22-2020

(04-22-2020, 03:27 PM)tcassidy Wrote: It's just a link from the top-level Help menu: Canvas > Help > Ask a Librarian http://library.vccs.edu/reference/contact.html
-Tara

Ah.   Yes.  I see that.   So, all that needs to be done is on YOUR end.  To change the library.vccs.edu page to link out to each colleges form.  Correct?   Nothing that actually needs to be changed inside of Canvas.

  Do we need to let you know then what link we would prefer from that page?   Right now ours links to: https://www.questionpoint.org/crs/servlet/org.oclc.home.TFSRedirect?virtcategory=12976     But we would probably like to have it go to:   https://vccs.libanswers.com/DCCLibrary/

   But of course, you can hold off on this until whatever cut over date is good for everyone.

Thanks!

RE: LibAnswers chat reference training for all librarians - jwalz - 04-22-2020

(04-22-2020, 03:59 PM)dgray Wrote:
(04-22-2020, 03:26 PM)jwalz Wrote:
(04-16-2020, 12:53 PM)ksnawder Wrote:
(04-15-2020, 06:16 PM)dgray Wrote: Are any of the other libraries who already have LibChat using the screen sharing function?  With all courses online now certainly seems like the time to try it, but I'd like to hear feedback from someone who's used it.  

It is Zoom-based, and our students should be becoming more familiar with ZOOM interface and screen sharing, but I'm wondering how easy it is to use on the patron side. Thanks.

Here is some info from Springshare about screen sharing: https://ask.springshare.com/libanswers/faq/1912

I don't think that the VCCS bought this upgrade to LibChat.    So, we do not have screen sharing for our version.   

   Tara would be able to say for sure.
 Oh I know, I was just thinking of purchasing for our library and wondered if anyone else was using it.

If you want to see how it works, since it is really Zoom, just play around with the VCCS version of zoom that is currently available.  It will work the same.  I will let you test with me if you want.  :-)

RE: LibAnswers chat reference training for all librarians - jdessino - 04-24-2020

FYI, when I ask SpringShare about pricing for TCC for adding screen sharing, since we have our own LibAnswers system, I found out that there was no extra charge for us because we had purchase the SpringShare Suite. Basically, we kept adding SpringShare products until it became more cost efficient to by pay for the package deal. So, for TNCC, NVCC, and LFCC, if you also are subscribing to the SpringShare Suite, all you have to do is ask to have it enabled.