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SpringyNews: Out of Beta, Into Primetime

September 2014

Reference / Helpdesk / FAQs / Chat – All in a Single Platform

In case you missed our v2 update to LibAnswers last winter, you're in for a real treat! LibAnswers v2 lets you manage all your virtual reference in a library-centric ticketing management system. 

Mobile First

LibAnswers v2 uses Bootstrap 3.0, a mobile-first framework. If you're techie-lite, this means that all of your LibAnswers content is designed to display optimally on whatever device you're on. From 28" monitors down to 3" iPhones, your LibAnswers site will display beautifully right out of the box.

LibAnswers Bootstrap

One System to Rule Them All

Just think about it, you can offer multiple virtual reference channels inside one system! Your patrons will back-flip over being able to tweet, text, email, and chat with their library. And you? You can feel confident and dare we say, relaxed, by streamlining all your interfaces and tools into one platform. And  with 'one system to rule them all,' collecting statistics on your services points will never be easier.

Offer all the services you want to offer your patrons inside one system = LibAnswers v2.

Searchable & Organized FAQs

Your library isn't 24/7. But the needs of your patrons are. Create searchable FAQs so your users can get the help they need, when they need it. Create an unlimited number of Groups. Each Group gets a custom look & feel, visibility status, topics, & authorized FAQ creators. Bonus: Create internal Groups for storing and easily sharing institutional knowledge.

Group Ideas:

  • Archives - Create FAQs on policies, lending rules, special permissions, collections, exhibits, and more!
  • Library Programming - Create FAQs connecting Library Events with books, links, and dare we say - even a related LibGuide! 
  • Library Instruction Program - Share assessment goals, availability schedule (ahem, LibCal), and even use Queues to create a customized request form!
  • Writing Center - Whether you're an Academic, Public, or K-12 Library, guaranteed your patrons need help with citations. Create a Group of FAQs dedicated to their needs. 
  • Library Staff (Internal) - Organize all your internal library policy information using Internal Groups. Internal Groups are only visible to logged-in, authorized users and will never been seen by your public patrons. Can't remember where the key is to the copy machine? Or the library's policy on fine forgiveness? Generate your own searchable repository of library knowledge for staff use.

Groups in LibAnswers

Queue Up For Queues

The biggest change with LibAnswers v2 is the ability to route incoming questions to specific departments via Queues. Each LibAnswers v2 system comes with a single queue, and you can purchase multiple queues based upon your unique needs.

Each queue comes with its own customizable question submission form, SMS number, Twitter integration, and incoming email address. Set up different queues for different purposes and ensure that the right people are notified when tickets come in, reducing signal-to-noise ratio. 

Queue Ideas:

  • Public Services: Circulation, Reference - Give every public services department its own queue so incoming questions are routed to the right people. Easy ask, easy answer!
  • Interlibrary Loan - Route your incoming ILL requests right into the system and track requests by using internal notes and ticketing statuses.
  • Library Programming/Instruction - Route incoming instruction and/or programming events right to your coordinator!
  • By Library - Are you in a multi-library, building, branch, or campus environment? Give each one its own queue while maintaining all statistics under one roof.