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    Lib Answers

    Uploaded by

    MaGa MaGa
    The document describes the LibAnswers platform from Springshare which provides various tools to facilitate communication between libraries and their users, including LibGuides for creating research guides, LibChat for real-time conversations, and social media management through a unified social stream and scheduling posts. It also includes a helpdesk with ticket management and an FAQ builder to create a knowledge base.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Lib Answers

    Uploaded by

    MaGa MaGa
    79 views13 pages
    The document describes the LibAnswers platform from Springshare which provides various tools to facilitate communication between libraries and their users, including LibGuides for creating research guides, LibChat for real-time conversations, and social media management through a unified social stream and scheduling posts. It also includes a helpdesk with ticket management and an FAQ builder to create a knowledge base.

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    LibAnswers

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    The document describes the LibAnswers platform from Springshare which provides various tools to facilitate communication between libraries and their users, including LibGuides for creating research guides, LibChat for real-time conversations, and social media management through a unified social stream and scheduling posts. It also includes a helpdesk with ticket management and an FAQ builder to create a knowledge base.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    79 views13 pages

    Lib Answers

    Uploaded by

    MaGa MaGa
    The document describes the LibAnswers platform from Springshare which provides various tools to facilitate communication between libraries and their users, including LibGuides for creating research guides, LibChat for real-time conversations, and social media management through a unified social stream and scheduling posts. It also includes a helpdesk with ticket management and an FAQ builder to create a knowledge base.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 13

     THE PLATFORM

    o Platform Overview
    o LibGuides
    o LibGuides CMS
    o LibAnswers +Social
    o LibCal
    o LibInsight
    o LibCRM NEW
    o LibStaffer
    o LibWizard
    o E-Reserves & Document Mgmt.
     LIBRARY TYPE

    o Academic Libraries
    o Public Libraries
    o Special Libraries
    o School Libraries
    o Public School Districts
    o Consortia
     WHY SPRINGSHARE
     BLOG
     ABOUT

    o About Us
    o Contact Info
    o Join Our Team
     SUPPORT

    o Help & Documentation


    o Training Signups
    o Newsletters & Buzz
    o Pay Invoice Online
     Demo

    LibAnswers +Social.
    It's not just Reference Service; It's Customer
    Service!
    A Multi-Channel Communication Platform for Successful
    Libraries. Answer Users' Questions via LibChat, SMS,
    Email, Twitter, Facebook... and Provide a Self-service FAQ
    Portal, too.

    Start A Free Trial!  

    Ensure your users get the answers they need, whenever


    and wherever. Embed LibChat and "Ask Us" widgets into
    any webpage, manage all social media communication, and
    take control of your institutional knowledge with a powerful
    ticketing system and FAQ builder. LibAnswers does it all,
    with detailed statistics to boot!

    Social Media Management &


    Engagement
    Social media has changed how customer conversations happen. Your users are
    tweeting you questions and posting on Facebook and Pinterest. Use
    LibAnswers to engage with users on social media and create fans & library
    advocates.

     Unified Social Stream


     

     Schedule Social Posts


     

     Statistics & Engagement


     

     Integrated Communication

    ALL SOCIAL ACTIVITY IN ONE PLACE


    Activity from Twitter, Facebook, and Pinterest in one place enables you to
    efficiently monitor and engage all social channels at once.

    RESPOND/POST TO ANY SOCIAL CHANNEL


    It's as easy as answering a ticket or a question in LibAnswers - all point-and-
    click operations.

    FILTER AND ORGANIZE CHANNEL ACTIVITY


    Apply Filters across any social channels to stay on top of all active
    conversations. Flag posts for followups and deletions. LibAnswers has
    everything you need for effective monitoring of social channels.
    LibChat for Real-Time Conversations
    Used by thousands of libraries worldwide - either individually or in a consortial
    resource sharing setting - LibChat is the ideal chat reference tool.
    Comprehensive chat functionality, many embedding options, and integrated
    reference and helpdesk workflows make LibChat an easy choice.


    LibChat Widgets


    Proactive Chat


    Seamless Flow

     

    Transcripts & Ratings


    Operators/Transfers

    Fully Customizable and Embeddable Widgets


    Customize the look and feel of the widgets and embed different widgets on any
    webpage or inside any web app. Embed them inside Springshare apps with one
    click!

        In-Page, Pop-out, Slide-button, Bottom Slide-up etc.

        Customizable Skins for Each Widget.

        Optional Initial Question Customization.

        Anonymous or Name Required Option.


    Helpdesk Platform with FAQ Builder
    The LibAnswers platform provides libraries with complete email ticketing
    functionality, fully integrated with the rest of the communication channels.
    Answer emailed tickets from one central dashboard, collaborate with colleagues
    on ticket answers, use different queues for various library departments, build
    and maintain a knowledge base and FAQs... it's all here.

     Universal Inbox
     

     Powerful Ticketing
     

     FAQ Builder

    Universal Team Inbox


    Assign any number of email addresses to LibAnswers, and all questions will
    flow to the main Dashboard for all to see.

    Embed "Ask Us" Widgets on any webpage and customize question fields. All
    submissions are queued in the LibAnswers dashboard, too.

    Collaborate on Answers without stepping on each other's toes. Leave Internal


    Notes for other librarians, and see who else is looking at the same question.
    A Library Market First: Facebook
    Messenger Integration
    Facebook Messenger is the most popular social messaging and communication
    platform. With LibAnswers, you can establish a direct presence on Facebook
    Messenger and answer your users' questions directly from there.

    BE WITHIN EASY REACH


    Once the user has their library available on FB Messenger, it becomes really
    easy - and effective - to create personal connections with the user and help
    them with any research or library-related questions. Patrons use Messenger to
    communicate, and this places the library in this important communications
    channel.

    BE WHERE YOUR USERS ARE


    Facebook is currently the most important social & communication network in the
    world. LibAnswers helps you establish a solid presence on both Facebook and
    Messenger app so that you can effectively and efficiently communicate with
    your users.
    Search Query Analyzer for Improved
    FAQ Accuracy
    Improve the quality and accuracy of your FAQ Knowledge Base with
    LibAnswers' Query Spy search analysis tool. Query Spy analyzes all search
    queries in the system and reports whether the search resulted in a successful
    "hit", i.e. whether the user landed on an FAQ entry which answered their
    question.

    Review the search queries on your site and even create new FAQ entries
    directly from Query Spy with just a few clicks. Query Spy is a unique and
    incredibly useful tool for fine-tuning your Knowledge Base and ensuring
    accurate matches to patrons' Frequently-Asked Questions.
    Systems & Services Management
    The Systems & Services Management module of LibAnswers helps you
    manage status updates and convey important information about your library
    systems such as your online catalog, discovery service, subscription databases,
    library website... and any other system or service at your library.

    SYSTEMS HELP WIDGETS


    Create product-specific help widgets for all your systems and embed them
    anywhere. If patrons are in your catalog, they get catalog-specific help at point-
    of-need. One-click live help is available with LibChat integration, or patrons can
    submit tickets into your LibAnswers queues.
    FEEDBACK & IDEAS MANAGER
    Solicit patron feedback on the library products they use and open up the
    conversation by enabling users to submit product enhancement ideas. Manage
    all feedback and ideas seamlessly, on the back end.

    SYSTEMS STATUS DASHBOARD


    Create a real-time dashboard showing the status of each library system, with
    additional information available for any problem reports or outages. Embed the
    status widgets anywhere so users can always be up-to-date on the library's IT
    infrastructure.

    In the past we had virtual reference services


    scattered through different systems. LibAnswers
    makes it easy by putting them all one place. Even
    better, it allows us to collect and analyze data on all
    our reference services to inform decision-making.
    Gabe GossettWestern Washington University

    In-Depth Statistics & Reference Analytics


    LibAnswers provides detailed statistics helping you provide tangible data about
    your library's communications and reference activity. Check out some of the
    statistical report options in LibAnswers:

    Real-Time Activity Reports

    View real-time usage on everything in the system. Measure FAQ growth over
    time, hits on FAQs, total tickets for all your reference channels, LibChat and
    SMS stats, and even total number of search queries.

    Detailed Chat Statistics

    See how your chat service is used. Discover busy periods and view the daily,
    weekly, monthly distributions. Report on user browser/OS info, including mobile
    analysis.

    Reference Analytics Included

    Record all reference transactions (online or in person) in LibAnswers and


    produce detailed reference reports - handy when preparing year-end library use
    reports.
    Integrated READ Scale

    With permission from the READ scale creator, Dr. Bella Karr Gerlich, the READ
    scale is fully integrated into Reference Analytics. Record the READ score for
    every reference transaction and run READ score statistics.

    Social Media Activity Statistics

    Demonstrably measure & report on your social media activity in all channels.
    Run aggregate statistics or drill down to individual channel engagement
    statistics.

    FAQ Access Statistics

    View detailed statistics on FAQ pages, including users' comments and votes.
    QuerySpy reports expose gaps in your content and help identify areas where
    new FAQs can be created or adjusted.
    Combine With Other Springshare Tools
    For The Ultimate User Experience
    Tight integration with other Springshare tools creates a winning platform, which
    helps libraries meet the needs of the community and ensure that users have an
    amazing library experience - always.

     Promote FAQ content on LibGuides pages.

     Embed LibChat widgets inside LibGuides Librarian Profiles and Profile


    boxes within guides./li>

     View LibAnswers Q/A content on LibGuides search result pages.

     Embed LibWizard feedback surveys in your automated follow-up emails.

     Access LibCal events info and promote library events in LibChat while


    chatting with patrons.

     Feed LibAnswers interaction details into LibCRM profiles.

     Compare LibAnswers statistics with other library services and stats


    inside LibInsight Cross Dataset Analytics.

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