Ask the Library

Accessing FAQs on the Library website

• Selecting option for FAQs on the drop down menu opens a new page: Ask the Library: FAQs
• This page combines FAQs from all the queues/groups.
• Also, each queue/group has it's own home page, where FAQs, topics, and email question form are prominent
  • AskCirc Circulation
  • AskDSP Digital Scholarship and Publication
  • AskERC Education Resource Center
  • AskFilm Film and Video
  • AskILL Interlibrary Loan
  • AskSMDC Student Multimedia Design Center
  • AskSpec Special Collections
  • Ask the Library Reference
  • Note: Museums has no FAQ Group at this time

Accessing FAQs in Springshare

• From the LibAnswers menu, go to Tickets & FAQs >  FAQ Knowledge Base
• You can search, browse and filter existing FAQs
• Members of the "Reference" department are editors for the Reference Desk Staff FAQ group, which allows you to add and edit FAQs. These FAQs are internal and not visible to patrons; they provide information for questions that may come up during reference services.
• Only LibAnswers admin can add and edit other FAQ groups.

Chat

• FAQs can be accessed during a patron chat by clicking the "FAQs" tab at the top of the chat. Search by limiting the FAQ group and keywords.
• Clicking "copy URL" will add a link to the FAQ page that the patron can access
• You can also copy and paste the answers into the chat.

Tickets

• On the right side of the ticket screen, click reuse answers. You can search FAQs and previous ticket response
• When you click on an FAQ in the results, it will open in a pop-up window. Click “copy answer” to add the FAQ response to the text editor.
• When you click on a system result (previous ticket), it will open in a pop-up window. Click “append reply to text editor” 
• Be careful to re-word the response appropriately! Previous tickets will often include patron names and other unnecessary info for the response.