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LibAnswers is a library-focused communication platform designed by Springshare. LibAnswers provides several tools through which library users can make contact with library workers. In DSDS, we use LibAnswers' email ticketing functionality to organize and track requests. LibAnswers is the preferred method for interested users to make contact with the DSDS team. Utilizing LibAnswers allows us to streamline communications with our users, makes our services easier to find, and helps us manage requests as a team, which in turn provides a better user experience for our communities.

DSDS Workflow

A new LibAnswers ticket will be created in the DSDS queue when one of the following occurs:

  • A user emails dsds@ou.edu

  • A user finds (or is given) the link to the submits the DSDS LibAnswers question form and submits a question.When

If a user emails a DSDS team member directly, the team member should forward the email into the DSDS queue IF:

  1. The request would be better suited for another team member.

  2. The request would involve expertise of multiple team

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  1. members.

  2. The team member will soon be out of office and needs back up support to get back to the user quickly.

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IMPORTANT NOTE: If you want to forward an email into the LibAnswers queue here is how:

  1. Forward the email to dsds@ou.edu without replying.

  2. Log in to LibAnswers and find the new ticket you just created.

  3. Respond to the user from within LibAnswers. The contact information will update automatically so responses go to the user.

DO NOT email the user directly from your email inbox and CC dsds@ou.edu. This will create a new ticket for every email sent. The above method will keep everything tidy in one ticket.

LibAnswers Form

Form Routing

  • 3D Scanning (routes to Kristi)

  • 3D Printing (routes to Jessica L.)

  • Research Data (routes to Mark)

  • Research Informatics (routes to Tyler)

  • Digital Scholarship (routes to Mary)

  • General Help (routes to Mary)

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The service lead attached to each form option and the Digital Projects Librarian will receive a notification when a new ticket has been submitted.

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The ticket owner and the Digital Projects Librarian will receive a reminder notification after 48 hours when a ticket has not been replied to.

Where is it Linked?

Web Pages

Linked LibWizard Forms

Reference Analytics

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