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What is LibAnswers?
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.
How to Use LibAnswers
Please note: Most Springshare tutorials and documentation require you to be logged in to access. Use your OU 4x4 to log in to ou.libapps.com and then click the on the documentation links. If you have any trouble, please contact the Digital Projects Librarian for assistance.
Useful Springshare Tutorials
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:
The request would be better suited for another team member.
The request requires or would benefit from the expertise of multiple team members.
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:
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 KristiResearch 3D Scanning Librarian)
3D Printing (routes to Jessica L.Research 3D Printing Librarian)
Research Data (routes to MarkResearch Data Specialist)
Research Informatics (routes to TylerDirector of DSDS)
Digital Scholarship (routes to MaryDigital Projects Librarian)
General Help (routes to MaryDigital Projects Librarian)
Notifications & Turnaround Times
Notifications for Users
Email Confirmations
Users will automatically receive a confirmation email with the info they submitted with each new ticket. (LibAnswers activates captcha on the form when this option is set up. This cannot be changed.)
Ticket Inactivity
After 48 hours, the user will get an email reminder if they have not replied to a ticket we have responded to. If there is no response after an additional 48 hours, the ticket will automatically close.
Business hours
Business hours (M-F, 8-5) are set so that if a user submits a ticket outside of these hours, the confirmation pop-up they see when they submit the form indicates that we will get back to them ASAP during our business hours. (All confirmation emails also provide this information).
Notifications for Staff
New Ticket Notifications
The service lead attached to each form option and the Digital Projects Librarian will receive a notification when a new ticket has been submitted.
Open Ticket Reminder Notifications
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
Now routing to “email.” Mary will check in on this after chatting with Brianna to make sure we are tracking stats as effectively as we can.