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Ask the Library

Basics

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.

Monitoring Chat

New LibChat Dashboard

  • How to use the new LibChat Dashboard - click here
  • Monitoring departments, chatting with patrons, claiming tickets - click here

What to answer

During a chat shift, the Ask Ref Librarian answers the following:

  • Chat messages
  • Text (SMS) messages
  • On weekends only: Email messages (Tickets on the dashboard)

There should also be an On-Call Librarian scheduled during chat hours (except for weekends). The On-Call Librarian provides back up to the Ask Ref Librarian if multiple chats come in at once. They should coordinate with the Ask Ref Librarian and be prepared to answer:

  • Chat messages
  • Text (SMS) messages

Best Practices

  • Stay up-to-date by reading chat transcripts regularly

  • Keep the patron in the Springshare system (i.e. create a ticket from chat for referrals). This ensures that the patron will be connected to the right dept/person (as opposed to making them responsible for following up)

  • If creating a ticket, ask the patron for their email or use contact info request button

  • In addition to offering to make a ticket, you can provide a phone number or a link to another department's Ask from

  • Add to ref analytics when finished with a chat

Managing Chats

Managing Chats

How to transfer a chat to another user or department 

  • This is especially useful at the end of a shift when you claimed the question but haven't had time to answer it. Note the other operator/user must be logged in.

Create a ticket during a chat to follow up with a patron later

  • Remember to ask for the patron's email if they did not provide already provide it. Click the ticket button at the top of the chat pane.
  • If you plan to follow up, assign the ticket to yourself and submit as "Open".
  • If you plan to transfer the ticket to another department, remember the best practice is to assign it to the Queue, not an individual (who may be unavailable). 
    • When transferring the ticket, select the Queue and leave "Just assign it to the queue" in the second box.
    • Fill out the analytics as "Transfer to another Ask service" as Question Type and submit your question as "Closed".
  • In RARE cases, you may want to transfer the ticket to a specialist in another department (queue).
    • Select the Queue, then select the specific user
    • Fill out the analytics as "Transfer to Subject Specialist" as Question Type and submit your question as "Closed".

Operator-to-Operator chats - Chatting with other online staff

  • This is useful to send an internal message to another chat monitor, saving the extra step and distraction of a phone call. Also, no analytical are recorded for internal chats.

System Canned Messages

Create your own personal canned messages

System Canned Messages

Only LibAnswers Admin can change or add system canned messages. Contact the LibAnswers Coordinate to request changes.

Display Name

Message Action

Invite trainee I'm working with a new colleague on chat today. Is it okay with you if I invite them in to observe our session?
Screen Sharing Info Let's start a screen-sharing session so that we can walk through the issue together. I'm going to launch the session. Click on the link below in the chat to get started - you'll see a link to launch the session in a browser, so go ahead and click that too.

Busy

I'm working with another person now, please hold.

Hours

The Ask the Library Chat service is available during these hours (https://library.udel.edu/hours/?library_loc=7).

Anything else?

Is there anything else I can help you with?

Again

Contact us again if you have other questions.

Thanks

Thanks for using Ask the Library, the Library electronic chat service. Contact us again if you have other questions.

Interlibrary Loan for nonUD

Interlibrary Loan (ILL) is a library to library resource sharing network. Libraries borrow and lend materials for their library users. Because this is a library to library service, you should start with your library, which for many people is their public library. Fill out a request, giving all the information about the publication. This webpage has information about the service, which will be helpful to your librarian: Interlibrary Loan Lending Services to Other Libraries (https://library.udel.edu/interlibraryloan/lending.html).

BRB

I'll be right back.

Welcome

You're welcome.

Still there?

Hi, are you still there? I haven't heard from you in a while.

Too busy

Sorry. I'm trying to help several people at once. If you'd rather not wait send your question to Ask the Library email (ask.lib.udel.edu).

Looking at question

Hi. I'm looking at your question and will be with you in a moment.

Biden Senatorial Papers For information about the Biden Papers, the best person to contact is L. Rebecca Johnson Melvin, Manuscripts Librarian and Curator, Joseph R. Biden, Jr., senatorial papers, Special Collections and Museums. Her email address is: lrjm@udel.edu