SpringyNews - Milestones

Hannah (they/them/theirs)
Customer Support Specialist

• I’m part of the front line of answering customer questions. I’m newly learning the ins and outs of the whole suite of Springshare products!
• I came to Springshare from a public library from an academic library from a graduate degree in Archives. I ended up here because I discovered that LibGuides is super fun!
• My favorite Springshare interaction: During my time at a public library, I asked Springy Support why I couldn’t bulk delete unmapped assets. I had been checking them off…and removing them…one..by..one. Turns out, Springshare can help with that (shout out to April for helping me with that)!
• What I wish I’d known: How to transfer LibApps admin duties. I inherited a LOT of assets, stats, events, etc., from my predecessor, because we switched the emails on the existing accounts, rather than creating a new one. Turns out, you can remove admin privileges and set other people as LibApps admins, which is DIFFERENT from any other admin!

Molly (she/her/hers)
Customer Support Specialist

• What I do: As a new Springy, my days are filled with product training, looking over all of Springshare’s helpful documentation, and answering questions that come in from our wonderful customers! 

• How I landed at Springshare: While I was in college, I worked as a student in the university libraries. Later on, I found myself in a technical support role at another university. My current position at Springshare is a great fit as it’s a natural combination of my tech support experience and my familiarity with university library operations.

• Oh, how I wish I’d known about the power of the “User History” in LibAnswers. 

  • In my past IT positions, we used ticketing systems that did not have the ability to quickly look at a user’s ticket history from within that ticket. It is now a must-have feature for me because it has made a big difference in my workflow!

  • In my opinion, the “User History” feature makes serving patrons more efficient and greatly increases the experience that a patron has with the library! It allows the ticket owner to see the past history of the patron and what kind of research projects they’ve been working on or what sort of support they might need. The ticket owner can then better understand the patron and provide a more customized experience! 

Simone (she/her/hers)
Customer Support Specialist

• My role at Springshare: Being new to the team, I'm learning all of the ins and outs of the Springshare suite of tools! My day-to-day consists of assisting customers with questions and troubleshooting any issues they may have, along with discovering all the powerful features the software has to offer.
• My background: Previously, I worked as a technology instructor at libraries and schools, both domestically and abroad, where I taught web-coding, design software, and 3-D printing. Most recently, I worked at design and media libraries and archives digitizing and cataloging visual material.
• Springy tip: While LibWizard is great for Forms and Surveys, the Embedded Tutorials feature is a really cool tool that helps you provide instruction to patrons embedded directly in your library website. If you ever have patrons confused about where to find or do something on your website, this would be a great solution!

Will (he/him/his)
Customer Support Specialist

• What I do: I spend my time supporting our Springy customers with any troubleshooting issues that might arise with their systems. 

• How I landed at Springshare: I hoped to be able to give some epic tale about how they sought me out, but the truth is I saw a Facebook post about them hiring and thought to apply. I used to do outreach, social media, and some web development at the academic library that I worked at before Springshare. 

• My favorite Springy moment so far: Finding out that I was hired was a pretty good moment as it happened on my birthday. Another favorite moment has been meeting most of the support staff. They’ve all been wonderful to meet and interact with! 

• Just a Springy tip: Apart from how helpful the Springshare platforms are, it doesn’t hurt to over plan how you want your system to be laid out – Especially LibGuides. Don’t just add a million things to a page because you think it might look nice. If it’s not easy/intuitive to use, it’s not built well. Think like a web designer instead someone looking to put out a flashy but difficult to use system.