Ask the Library

To best capture our reference service activities, please use the LibAnwers platform to follow up with patron questions or refer them to another Ask service or specialist.

Record all in-person, chat, SMS, and ticket transactions in Ref Analytics.

Do not answer or refer a question "off system" (i.e., from your own email); do not send files from your own email.

How to claim and reply to SMS messages in the LibChat dashboard

Basic steps:

• Claim SMS ticket

• Create a Reply

• Add to Analytics

• Submit by selecting status (most replies will be "Submit as closed")

  • Note: A patron can still reply even if you set status as closed.

Summary of each status:

• Closed: this indicates that no further interaction is expected for this ticket.

• Open: this indicates that your follow-up may be required for this ticket. If a patron replies to you, the ticket will automatically be updated to this status.

• Pending: this indicates that you are expecting a follow-up from the patron. Compared to the Closed status, this can help you keep an eye on the ticket, as it will be listed along with your other open tickets.

• New: this indicates that the patron has submitted their question and is awaiting a reply. This is the status automatically assigned to incoming tickets.

SMS messages are automatically turned into tickets; you can provide follow up responses through the ticket dashboard- see Springshare directions for details