learning center

a word on cobrowse (and a hack)

Cobrowse is a feature of our chat software that allows a librarian and customer to share a page and view what the other person is viewing. When a customer clicks on a link on a site, the librarian goes there too and vise versa. This feature was particularly handy when navigating databases with customers.

Shared Follow-Up

Purpose

"Shared Follow-Up" is a folder of chat sessions that have been marked with the "Follow Up By Patron Library" resolution code.  Shared Follow-Up Libraries have the responsibility of sending chat sessions to the customers' local libraries or subject specialists, or replying back to them immediately. Shared Follow-Up is another way that AskUsNow! libraries and librarians help each other out within the 72-hour follow-up by email expectation.

Crisis Call Refresher Training

Customers with information needs concerning a possible crisis can be daunting for Library staff, both in online and in-person environments.

Resolution Codes

A resolution code has to be set for every AskUsNow! chat session. This guide gives you the rundown of what code is used when.

The AskUsNow! Listserv

View for details on the AskUsNow! Listserv.

Policy Pages: Please Create, Revise and Update with Relevant and In-Demand Information

 

A policy page is a form filled out by the local institution that is available to librarians helping your customers through the QuestionPoint software.  These pages are designed to help Collaborative members better help your customers.  This page will tell you how to edit and view these pages within QuestionPoint.

How Do I Change or Add a Customer's Email in QP for Follow-Up (Or Give the Customer a Copy of Their Chat Transcript)?

Did a customer enter an email during the chat session?  When this happens, we need to assure that the customer receives a copy of the chat transcript.  More importantly, if the customer needs follow-up, we will need the email in the right place.  If an email address was given in chat, but not entered when the customer initially asked their question, you will need to change the email in the system. This explains that process.

How Do I Know if a Customer is Mine?

Unsure of which library a customer "belongs" to? Are you not sure where to refer them? If so, this guide is for you.

Responding to a Customer Response in Followup

You've clicked on a question from one of your Question Lists to write back to the customer, but you have no function buttons. What to do? This guide will help.

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