Archive for August 27, 2020

We’re Hiring!

Springshare is hiring!

We’re ready – and excited – to hire some new Springys for our Customer Support, Tech, and Sales teams! 🙂

Have you ever thought about joining the Springshare crew? Know someone who would make a great Springy? We’re looking to hire some customer-focused folks who enjoy learning and sharing, are clear communicators, and thrive in a remote, work-from-home environment.

Customer Support Specialist (entry-level)
(Closed to accepting new resumes at this time.)

As part of our Customer Experience team, a Customer Support Specialist is often the first point of contact for the company, embodying our core commitment to outstanding customer service. This position answers inquiries from clients worldwide on our suite of products. In addition to functionality questions, support troubleshoots things technical in nature, including HTML, CSS, authentication, LTI integrations, and more. Other duties may include helping in other areas related to support, such as documentation. This is an entry-level position with opportunities for professional growth within the company.

Senior Full Stack Software Engineer

Our Tech team builds the great functionality in our suite of apps and ensures that our servers run efficiently. This position develops and maintains code for a product, working with a smaller team of app developers and in collaboration / communication with the whole Tech team. They partner with our Product Managers and QA team to deliver products that align with customer needs and expectations.

Regional Sales Manager – Europe

Our Sales team connects libraries, universities, schools, and non-profits with the products they need, developing partnerships throughout the evaluation and purchase process. This position works with top management to formulate sales strategies for the European region and works closely with current and prospective customers as a trusted advisor, developing a deep understanding of customers’ unique challenges and goals.

Become a Springy!

Are you ready to join our amazing crew? Head on over to our Careers page to get more details, then let us know what makes you a Springy!

LibCal Release: TimeZone Support and Zoom OAuth Coming Your Way

This release is on its way to you this week, and will be live in all regions by the end of the day on Friday, August 28.

Set Your Time Zone (Appointments, Calendars, & Events)

Given 2020’s constantly-changing environment, we continually look to improve the virtual appointment and event booking/viewing experience.  We have updated the Appointments, Calendars, and Events so that you can set and view your local time zone. This setting governs the time zone display on public pages wherever appropriate.  A few examples are shown below:

Zoom OAuth Update

We are also happy to announce that we have completed the code necessary to support the OAuth method for the Zoom integration.  Our app has been submitted to the Zoom Marketplace, and once we receive approval for our app, we can make it available to you. We do not yet have a date, but we are working our way through their process.

Misc.

See LibCal release notes in the near future, which will list out a few other changes coming in this release, including a preview section for Event Calendar emails.

That’s it for this round of updates from Springy HQ for LibCal. We would like to thank you, our user community, for sharing all your great ideas with us! We love making them a reality and look forward to bringing you many more improvements in 2020. We are always here for you if have any suggestions or questions.

How They Did It: Reopening at the University of Hull Library

Recent news and everyday events are showing us over and over again that this week’s plan may no longer be next week’s plan. This makes life… difficult. More than difficult! Especially for those directly in charge of not only keeping themselves and their loved ones healthy and safe but also hundreds or thousands of others as well.

While no two reopening plans will look the same, many of the folks we’re talking to are preparing for in-person services at some point in the future. And some have welcomed people back to the building already. For those still working through their plans or wondering how things are going for those who have opened, they have questions. We have questions! And since this feels like one of those situations where there are never too many (good) questions, we asked them.

An interview with the University of Hull Brynmor Jones Library

Starting in early July, the University of Hull Brynmor Jones Library has slowly been reopening its doors, starting with scheduled Click and Collect pickup services using LibCal Appointments. As they prepared for the fall semester, they needed a way to provide for in-person library visits. LibCal Seats arrived at just the right time, and they launched their Book a Seat service on July 27, 2020! Over the past few weeks, they’ve handled more than 2,000 reservations… so you could say they’re Seats experts by now. 😉

As one of the first institutions we knew that reopened their doors, and as one of our first customers to go live with Seats, we saw this as a good opportunity to check in with them and ask them to share their reopening process, hoping others would find it helpful as well. We sent them over a long list of questions, and they were so kind as to answer them for us! 😀 You can find their answers below – covering everything from space and seat setup to implementation to future expansion.

Preparing for their reopening

Libraries around the world are figuring out their reopening plans. Can you tell us a bit about yours? How often is your library allowing students in the building, and how many at a time?

Our entire team has been working remotely since the end of March, so we were excited to start planning our safe return to physical Library services for early July. Initially, we started with scheduled returns and ‘click and collect’ services using LibCal Appointments, which were fully booked [Springy edit: Spaces can be used for pickup, too!]. We were one of the first libraries to purchase the Seats extension on LibCal Spaces, and we have successfully launched our ‘book a seat’ service three weeks ago, again, fully booked. Now our returns and ‘click and collect’ services are available without appointments and during our opening hours. At the moment we are operating in our physical space Monday through Friday with reduced hours of 9:30 am to 4:30 pm.

It’s been essential for us to try and provide all our usual library services with as little disruption as possible to the customer experience while implementing measures to keep everyone safe. We decided to space all our bookable seats at least two meters apart, and this has allowed us to open our study spaces at 30% capacity. The Brynmor Jones Library is large, eight floors in all, so we’ve taken a cautious approach by initially opening up three floors. At the moment, that’s just over 100 customers, but this will more than double when we open up all floors to the Library at the start of the next semester.

People want to know — how did you organize your Seats and Spaces for your library? How long can students visit? Which booking restrictions did you enable in LibCal, if any? Why?

Our University’s Health & Safety Team walked our Library spaces with us and we had a discussion about what variety of spaces we needed accessible, and then we measured and mapped out how that would look. With our bookable seats available on three floors and in different rooms, we allocated a letter to each section of the floor and numbered each seat, including those that would not be initially bookable. This allows us to expand the number of bookable seats in the future, should distancing rules change. When students book a seat online, they can see a map of the space and understand where, for instance, B1 might be located. We printed large versions of the maps for our check-in desk at the Library entrance, which helps us to direct customers to their bookings.

To make the process easy for staff and customers we have limited each space to one booking per day, meaning the customer can book from 9:30 am-4:30 pm continuously, or any abbreviated time within. We achieved this by adding 6 hours of padding to each booking so no matter what time students book a seat, they get it for the day. We still let them choose an arrival time in the system so we know when to expect them. It has also enabled us to activate the auto-cancellation feature for Seats. This means that any customers who have not arrived and checked-in to their seat will have their reservation cancelled after 30 minutes. This will allow us to keep the Seats available and useable throughout the day. Having experienced the popularity of our ‘book a seat’ service, we will likely limit the number of times a customer can book in one calendar week and also implement two split bookings each day, with a cleaning of the space in-between.

Checking in, checking out, and social distancing

Are you enforcing Seats checking in and out? Using QR codes? How have you set up each seat/station so they can quickly find it?

We are using checking in for all of our seats and spaces. While we have put the QR codes on every desk, at this time our team is manually checking customers in. As the booking is for the entire day, there is currently no need to check out. Our team is creating a bite-size video about how to ‘book a seat’ and check-in using QR codes, ready for the start of the trimester. We’ll likely test this out a few weeks prior to make sure it works as expected.

How are you enforcing social distancing among students and staff? Are you using tape or barriers? Any clever library signage to share? We’d love to see pictures!

The entire Library has been kitted-out with directional signage, making it clear how to enter, exit and move about the floors safely. Hand sanitising units are installed in any space where you are entering, exiting or touching a door or equipment. Spaces that are not accessible are barriered or taped off (we’ve used a combination of both). To make things extra clear, we’ve removed chairs, keyboards and mice from the PCs that are not in use. The current plan is to use these cordoned-off PCs for student remote desktop access, enabling access to specialist software.

Our staff used to work on a roving support model, but have now been assigned to specific work stations or areas for their shift, so there is less moving around now. We have cleaning supplies at every station and staff are encouraged to wipe everything down at the start and end of their shift.

How have you implemented seat cleaning protocol? What workflows are in place so staff know students have arrived and left their seats?

We partnered with our University Cleaning Team to ensure the spaces are thoroughly cleaned before and after each customer uses them. As we move towards two-block bookings, members of the Cleaning Team will come during that lull to clean the spaces, ready for the next customer.

What’s the one Seats feature you’ve found most helpful? Why?

They’re all so helpful! But specifically, I think the auto-cancellation feature will be a massive help for us. As this automatically re-opens a seat for booking if a user does not show up and check it, it will help us make use of every bookable study seat for the majority of our opening hours.

We are just so pleased Seats came along at the right time for us to help quickly and safely provide bookable study spaces to our customers.

Not everyone has opened their doors yet, and they may be reopening soon. They’d like to know, how are things going? What’s working well so far and where have you made adjustments since opening? How has Seats helped with managing and monitoring library activity?

Things are going really well and this is all due to our Customer Experience Team who have been part of the planning for returning physical services to our Library. We are reviewing all our services again before the start of the next semester to see how we can make things safer and easier to manage. This group is also focused on helping us better understand both our customers and our team. I think we all have settled into a routine now with our returns, ‘click and collect’ and ‘book a seat’ services, and we’re now looking at how we can layer on walk-in use of our printers and face-to-face appointments for Library support. This is already on top of our live chat, email support portal, and collections services, many of which we continue to provide remotely. We are just so pleased Seats came along at the right time for us to help quickly and safely provide bookable study spaces to our customers.

Expanding building availability & future plans

Looking at your LibCal site, I see that you’re planning for the future – your inactive 3rd-6th floors are already added! Can you let us know what your plans are for those floors and how you’re going to make them active over time? What factored into your decision?

As soon as we signed-up for Seats we undertook a full building audit and realised we could offer around 250 desk-based seats while facilitating 2m social distancing. As we’ve opened up over the summer period, which is quieter, we decided to launch approximately 80 seats on our first three floors. This allowed us to trial our new service, made it easier for our staff to manage and ensured we had sufficient cleaning in place. The system was so popular we made another 30 seats available within our second week. As we approach semester time, we are working to onboard the rest of our seats in the building. As things progress, we will re-open our study rooms for booking (through spaces) and further investigate the possibility of making our non-desk based seating (armchairs, sofas and so on) available.

The system was so popular we made another 30 seats available within our second week.

We’ve been working with a large range of library sizes — and even non-library folks, like IT departments — looking to implement a campus-wide solution. Was your meeting with the University’s Health & Safety Team part of a larger coordinated effort? How did the library work with, and will continue to work with, the larger university system on reopening plans and how Seats fits into this strategy?

Our University Library is a much-loved space on our campus, and it was one of our University’s number one priorities for facilitating in-person access. The University has a Covid Response Team who are driving the good work behind the wider reopening plans on campus. Health & Safety participate in this discussion and decision making. They are currently in the process of reviewing all areas of the campus to make decisions on how each space can adapt and safety open to our team and customers. We were one of the first buildings to reopen on campus, and the efforts are still taking place with other spaces. Our Health & Safety advisors listened carefully to what we wanted to achieve and helped us build safe systems around those services.

We are certainly going to be looking at how we can use Seats to its full capacity within the Library and I imagine we’ll be sharing the merits of this system with our colleagues across the University as planning progresses.


Many thanks to Rachel Welch, Lee Fallin, and Lisa Bolt for providing an in-depth look into their reopening process and how visits are going! We hope things continue to go smoothly for them and their students (and please share your Book a Seat video with us once it’s complete — we all want to see it 😀 )!

To check out their Spaces and Seats site in action, head to: https://libcal.hull.ac.uk/r. You can also learn more about their Book a Seat program by heading to their library website.

For more general information about Seats, take a look at our webinar and get in touch from our LibCal Buzz guide. If you have any questions, please drop us a line!

Missed It? Watch it! SpringyCamp 2020 Recordings Available

Last week’s SpringyCamp was one for the books! We were thrilled so many from the Springy community joined us for camp. Over two days (for a total of four sessions), we got to see what others are up to, hear new ideas, and just generally find inspiration for how to expand services and explore ways to engage students and patrons in this “new normal.” All of our presenters deserve a huge round of applause for their time and efforts!

In case you missed it, it’s not too late to make a batch of s’mores, settle into a comfy chair, and watch the presentation videos. Have questions for the presenters? Want to give kudos? Head on over to our Getting Ready for Camp guide to find instructions on how to join the conversation.

You can even claim an official SpringyCamp 2020 Attendee badge for your Lounge profile! Just head to that badge’s page (make sure you’ve logged in) and use the Request Badge button!

A few Springy favorites:

We had so many well organized, thoughtfully created presentations this year, that we were impressed with each and every one. Here are a few fan favorites, picked because of the timeliness of the topic, engagement it generated during and after the session, and positive feedback we received!

You can watch recordings from all of our excellent presenters, download their slides, and jump to their additional resources from the SpringyCamp 2020 guide. Check them out below!

Using Springshare Tools to Manage & Record COVID-19 Information

New Partnerships: Using Springshare Tools Outside of the Library

Connections: Your Library & Social Justice – Amplify Black Voices with Springshare Tools

We’re All Distance Learners Now: Using Springshare Tools to Share Information with Staff and Patrons

ICYMI: Using LibGuides to Support Racial Justice & Create Inclusive Communities

During these frenetic times, it’s easy to miss an email or overlook an article you’d normally love to see. And while it’s the weekend.. almost… before our brains check out for the week, we wanted to highlight a few recent must-sees from the Springy community. If you have ten, or better yet, 30 minutes, we highly, highly recommend taking a look!

Must-Read: SpringyNews Article by Twanna Hodge

In case you missed it, last week’s edition of SpringyNews included an extra special guest. Written by Diversity, Equity, & Inclusion Librarian Twanna Hodge from the University of Florida, it addresses an important point – LibGuides are much more than resource webpages. They are part of how we represent our communities online. How can we engage our guide readers, cultivate inclusivity, support anti-racism, and move them to act?

Guides can provide necessary and helpful information and resources, but the work does not stop at creating a guide. Fighting for racial justice and creating inclusive communities is a consistent, life-long journey that takes time, effort, and resources. Racism is pervasive and permeates all areas of society, including libraries. Libraries do not operate outside of society, and isms and phobias are inherent in the people who work within them and the very structures of our organizations. Lean into your discomfort. Fail forward.

In her piece, Twanna continues to answer three important questions:

  1. What are resources that guide owners can provide that non-BIPOC creators tend to overlook?
  2. How can guides be built to make all users welcome and promote inclusivity?
  3. How can guides be used to start, continue, and move the conversation forward and to action?

Along the way, she points readers to some helpful resources, including:

Her article isn’t to be missed. To read it, head on over to the LibGuides Tricks page of July’s SpringyNews edition: Communities Reimagined.

Must-Watch: SpringyCamp Presentations on Amplifying Black Voices with Springshare Tools

In light of recent events, this year’s SpringyCamp added a special subtheme, Connections: Your Library & Social Justice – Amplify Black Voices with Springshare Tools. And while SpringyCamp wrapped up its two-day camp just yesterday, its recorded videos are already live!

We were thrilled to hear from Shaina V. Destine and Allison L. Sharp from the University of Tennessee Libraries and Lorin Jackson and Naja Smith from Swarthmore College.

They brought their own experiences and expertise to the table to present on creating LibGuides to recognize and include diversity, provide new opportunities to work with and engage students and faculty, and build and share collection materials from marginalized voices.

Head on over to the SpringyCamp 2020 guide to watch both days of presentations.

Here at Springshare, we’re committed to amplifying Black voices and using our tools to support anti-racism and foster inclusivity.  We thank our recent contributors for lending their voices, and we hope they’ll be widely shared within the Springy community!

Code Release: Big New LibAnswers & LibCal Updates Coming Your Way, and More!

All Regions Important Code Updates

It’s that time again, Springy fans! The Development and Product teams have been working hard to bring you a boatload of new and updated features. These features will be live in all regions by the end of next week, August 14.

We’re also switching things up a bit and posting the biggest news here on the blog, with more complete release notes over on the new Springshare Lounge. This approach will ensure that these posts stay short, but that if you would like to view the entire contents of a release, it’s still totally possible! Once release notes are published, we’ll add links to the bottom of this post.

LibAnswers

Microsoft Teams for Screen Sharing in LibChat

We’re excited to announce that this release brings Microsoft Teams integration to LibAnswers! In addition to our existing screen sharing integration with Zoom, we’re adding a new option in our screen sharing library for Microsoft Teams. This integration will make it possible for LibChat users to seamlessly launch Microsoft Teams meetings directly with patrons or other internal LibChat users directly via the LibChat operator dashboard, just by clicking the “Request Screenshare” button.

Similar to this integration in LibCal, you’ll need to work with your institution’s Microsoft Teams administrator to register an app for LibAnswers and grant the required access permissions. Once the app is registered, your LibAnswers admin will add the Application ID and Secret into LibAnswers (via Admin > LibChat > Screenshare), then LibAnswers users will be able to authorize the integration via their edit account screen and begin using Microsoft Teams for screen sharing during chats.

New API v1.1 with OAuth + POST API!

With this release, we’re also thrilled to usher in a new generation of LibAnswers APIs; our 1.1 APIs are here, and they’re bringing enhanced security and new abilities for creating content in your LibAnswers system from third party sources and forms!

To form the base for these new capabilities, we’re introducing a new 1.1 version of our existing APIs. For enhanced security, this new generation of APIs require OAuth Authorization headers in order to return data. Once you’ve generated an OAuth token (via Admin > Widgets and APIs > API Authentication) and granted it the desired permissions, you’ll send it along with your API request via an Authorization header. This ensures that the API is only being used for authorized users/purposes – and this is a critical piece of the puzzle for our way more exciting next feature…

LibAnswers now offers POST APIs for new ticket creation! This means it is now possible to generate new tickets into LibAnswers from non-LibAnswers forms. This could mean anything from a feedback form you maintain on your website to a problem report form found in your catalog. We’ve included 2 handy APIs to make this possible: a new GET API for retrieving a queue’s form field data (so it’s easy to match data from your non-LibAnswers form with LibAnswers form fields), and a POST API for actually generating the tickets. To get started with these new APIs, head to Admin > Widgets and APIs > API Endpoints v1.1.

LibCal

We’re super excited to bring local timezones to the public-facing side of LibCal Events and Appointments! Users will be able to choose what timezone calendars and events should display in.

Also, stay tuned! we’re bringing OAuth to Zoom in LibCal. We are working through the application approval process with Zoom and will announce availability of this updated security feature as soon as we can.

We also have some requested updates to LibCal Seats & Spaces!

  • There’s now an option for bookings to be automatically cancelled if the person has not checked in within a specific time frame after the booking start time.
  • A new contact tracing report will be available in a new tab in Spaces. Enter a patron name or email into the Contract Tracer to view bookings in the same Seat or Space for the 24 – 96 hours following the booking.
  • There are new reports to track peak occupancy at specific times of day, cross-referenced with days of the week. Go to Spaces > Occupancy Data to see these reports.
  • Want to get patron feedback on the Seats reservations/use process? You can now add a LibWizard survey link to the ‘Check Out’ confirmation page and schedule a follow-up email to send after the booking.
  • Improvements to the public patron booking experience and new reservation page search selections.
  • More detail will be included in the ICS file for bookings such as the confirmation code for check ins when enabled and the cancellation link.

LibInsight

Just one small thing to share here for LibInsight: we have added the capability to hide columns in COUNTER 5 usage reports. Just need to see a few metrics? No problem! Filter out the columns that you’re not interested in. Analyze your COUNTER 5 E-Resources dataset, then choose the Usage tab from Journals, Databases, Books, or Others > Titles > Choose a platform.

screenshot showing the drop menu of available fields for a Journal Titles report.