Archive for Customer Service

Beyond The Library: LibCal Usage

Lately, we’ve been discovering more and more examples of non-library folks showing an interest and later purchasing LibCal for use by their teams and the customers they serve. While it may have started in the libraries, it’s clear that many are catching on to the fact that LibCal — with its awesome features and, yet, simple interface — works beautifully in so many different settings.

As Heather Westerlund, IT Manager at Walden University Libraries, stated in an in-depth interview on how Springy Tools have expanded beyond the Walden Uni. Libraries,

Just because it has the word ‘Lib’ in it, doesn’t mean that only the Library can use it!

If you need calendars, appointments, have spaces, perhaps equipment and want to share your hours, LibCal can work for you, too — no matter what it says on your office door.

The essential LibCal.

LibCal is made up of 4 components with an optional 5th that is an add-on module. They work together to form a complete integrated calendaring solution that is flexible enough to be used beyond the library.

It’s cloud-based, mobile-first, affordable, boasts in-depth statistics to help you make data-driven decisions and comes with Springshare’s free training and support.

Libraries have been recommending more than books.

In some institutions, LibCal use is really spreading. Emory University in Atlanta now has 6 LibCal systems, 4 of which are being used outside the library in offices like the Scholarly Communications Office, Tutoring, Student Digital Life, and Campus and Community Relations. There are a number of excellent examples of other departments on academic campuses who are successfully using LibCal for their needs.

 

At Florida Atlantic University, the Office of Instructional Technologies has a LibCal system that they use for upcoming events, room booking and appointment scheduling.

Recently the Human Resources office at FAU also purchased a LibCal system.

 

 

 

 

 


Arizona State University has a Digital Creative Studio that is using LibCal Calendars for events.

They use the Equipment Booking Add-on Module for reserving computer workstations, and the Spaces booking for reserving event space and video studios.

Appointment Scheduling: It should be nice (and easy) to meet you.

LibCal saves you the troublesome back and forth of emails where you keep trying to nail down a time that works for both parties.

Add your availability, create a custom form for people to fill out, and even set up different types of appointments that have appropriate durations.

While students do meet with librarians, imagine all the other departments on campus that have personnel that also meet with students or faculty, etc.. The Southern Methodist University Advisory Group uses LibCal to allow people to schedule appointments with

  • Academic Counseling
  • Academic Services
  • Pre-Health Advising
  • Student Athlete Academic Services
  • Simmons Student Academic Advising
  • the University Advising Center
  • and the Student Transfer Admission department

Booking spaces, rooms and more!

We’ve heard just about everything when it comes to how people are handling the booking of spaces and rooms. With all the conference rooms and performance spaces, computer labs, classrooms, auditoriums, etc. on site, having a simple way to make them available and manage them is in order. The Spaces component is one of the main draws to LibCal. People are really creative in how they use it — because it’s flexible enough to suit many needs.

The Oklahoma State School of Business is using LibCal Spaces for their breakout rooms.

 

An innovative use comes to us from the Thompson Rivers University Sustainability Department which is using it to allow people to book cars as a way of car sharing.

Equip yourself with tools for success.

Maker spaces are popping up all over. We’ve seen a rise in interest from them in recent years and they use LibCal to highlight workshops and classes. They let people book appointments with artists and experts and techs. They use the Equipment Booking Add-on Module to make their devices, machinery, tools, and equipment available. It’s proving to be a great pairing.

The Innevation Center at the University of Nevada, Reno is doing awesome things with LibCal. Here’s the Equipment Module in action there.

 

So, here’s to the same energy that prompts a person to tell another about a really great book or movie or restaurant. Word of mouth is powerful, even in the tech world — but only if the solutions really work. LibCal is an excellent tool that helps you seamlessly allow your students, faculty, staff, and patrons to take advantage of the services, classes, workshops you offer, to meet with you, to reserve your spaces and equipment — to engage with you. And, if they are doing that — you’ll all be a wild success.

Springshare Integration with Discovery Layers

In a recent interview with Springshare, LibApps power user Amber Tatnall, Director of Library Learning and Resources at York County Community College in Maine stated,

I think if folks don’t integrate everything, they’re missing an opportunity to reach someone.

From the moment we wake up, we make thousands of decisions a day. Opportunity Cost, or the cost of doing X at the expense of Y, is an often used mechanism for decision making. However, an often missing piece of these mental algorithms is the cost of doing nothing. Within libraryland, the cost of doing nothing can manifest itself as lower user engagement or reduced web traffic hits.

If your library subscribes to a discovery layer product like EBSCO Discovery Service, Ex Libris Summon, or Ex Libris Primo, there are multiple ways you can integrate your Springshare tools into your Discovery layers.

These integrations allow you more virtual touch points to ‘reach’ your users with a minimum of effort.

What can you integrate?

When it comes to discovery layer integration, your mind might immediately jump to LibGuides integration. And that’s great! LibGuides is a great fit for integration with your discovery layers. However, if you subscribe to multiple Springshare tools – you can (and should!) integrate them all. Let’s explore!

  • LibCal – integrate your LibCal events so when users search on “MLA”, your upcoming Citation workshops display prominently.
  • LibAnswers LibChat – embed a LibChat sidebar widget so no matter where a user ends up in your discovery layer, there’s always a way for them to ‘ask for help’.
    • Pro Tip: Create a proactive chat widget timed to pop out around the 3 – 4 minutes mark. If a user is on a discovery layer page for at least 3 minutes (that’s a long time!), your LibChat widget can slide out and ask the user if they need help. In a recent College & Research Libraries News article, librarian Michael Epstein found that proactive chat led to a 600% increase in user engagement.
  • LibAnswers Systems & Services Management Tool – Make use of the Systems & Services Management Tool to create a discovery layer-specific widget that integrates LibChat, relevant FAQs, and a feedback mechanism for patrons to submit an idea, report a problem, or share praise.

The New School embeds the Systems & Services Management Tool Widget right into their Primo Discovery Layer.

  • LibGuides E-Reserves – when students see a search box, they assume it works like Google. Enter anything in it, and you’ll get some results. If you subscribe to our LibGuides E-Reserves module, you can integrate your course reserves in Dublin Core format right into your discovery layer via OAI-PMH. This way, when a student inevitably types “Professor Smith” into your search box, they’ll actually get relevant results.
    • Pro Tip: We support custom Dublin Core metadata fields so you can customize how your E-Reserves display in your OAI-PMH compliant discovery layer.
  • LibAnswers Ask Us Form – Northeastern University used the LibAnswers API to create a custom ‘Report a Problem’ form in their discovery layer. Submissions get routed to LibAnswers with the discovery layer URL automatically added.

LibAnswers Form auto-populates the URL of where the user was in the discovery layer

Integrated a ‘Report a Problem’ LibAnswers Form

  • LibCal Equipment Booking Add-on Module – integrate your ‘library of things’ into your discovery layer using the robust LibCal Equipment Booking API. This way, when users search on 3D printers, or makerspace labs, they can actually view and reserve time using your equipment!

Where can I learn more about Discovery Layer integration?

Ask, and you shall receive! On September 19, Springshare conducted an in-depth training session on integrating Springy tools with EBSCO EDS, Ex Libris Summon, Ex Libris Primo / Primo VE. We even had a guest speaker from EBSCO, David Podboy, as well as Laura Guy, recent retiree from Colorado School of Mines, to showcase Springy integrations complete with examples and instructions.

The good news? You can watch this recording and download the presenter slides, which include detailed examples and instructions.

We hope you’ll take some time to watch the video and learn how you can avoid the cost of doing nothing by integrating your Springy Tools into as many virtual touch points as possible. As Amber stated, “… if folks don’t integrate everything, they’re missing an opportunity to reach someone.

Click to access our discovery layer training session, including examples and presenter notes and files.

How LibAnswers Helps You Provide Excellent Customer Service

It all begins with a question.

You’ve got someone inside your doors. (If you use your imagination, this exercise will work for brick and mortar or virtual examples.) Perhaps she’s looking around at your signage. Maybe he even walks up to the bulletin board to see the flyers you’ve designed, written and posted about your thoughtful programming. If you’re lucky, in a little while your patron will ask you a question.

We say lucky because it is a truly excellent thing to have that person engage you and your library team. To initiate interaction is not always something people feel encouraged to do. Patrons might come to your website, look around a bit, and then navigate elsewhere. Or, they might come and spend time in the library but never learn about all of the resources and events and instruction that exist there. This is why — when a patron asks a question, librarians are excited by the opportunity it presents.

The LibAnswers Platform is designed to help you handle all the questions that come into your library, no matter which avenue your patrons prefer to use to ask them! Whether they choose to call, email, tweet or maybe they like the immediacy of chat or prefer face-to-face interactions or — it’s highly likely they are all about texting, LibAnswers helps you answer them. Plus, you can build an FAQ that works 24/7 and you get incredibly useful statistics and data.

Baltimore County Public Library puts their patrons first.

Academic libraries have been using the LibAnswers Platform to help their students, faculty, and library staff get the answers they need since we launched LibAnswers. Public libraries have begun doing some really inventive things with the system in order to prioritize internal efficiency and provide exemplary customer service.

Cynthia Dennis is the Information Specialist in the Virtual Services and Media Creation Department at Baltimore County Public Library. She and the staff in her department came up with the brilliant idea to add 19 additional LibAnswers queues — one for each of their branches — to their system so they could create what amounts to a communication nerve center for BCPL.

This is what Cynthia said about the project:

We used a lot of your Springy help pages to do the training so not too much time was spent on reinventing the wheel! Now we use LibAnswers instead of traditional email to manage email questions from customers. We also use it to quickly communicate with each other about questions and/or to transfer questions to the best group or person to answer the customer. This has solved a lot of our communication problems that revolve around getting our customers served quickly and efficiently since we often need to either consult with or transfer to another department or branch. Of course, we had used the phone and regular email for this but phone calls can wind up in telephone tag and email can fill up quickly with things of lesser importance. So, using LibAnswers keeps the customer front and center and it keeps stats for us so – It’s a win, win!

 

Springshare loves Baltimore County Public Library’s commitment to their patrons. Moreover, we think it’s fantastic that they — driven by the goal to answer their customers efficiently — examined the internal day-to-day behind the scenes operations that go into answering a question. By doing that, they created a dynamic 19-branch internal hub that facilitates communication so well that they’re answering patron questions with ease. It’s inspiring!

Learn more about using the LibAnswers Platform to maximize staff efficiencies.

Join us for some special webinars. Remember, if you can’t attend these, just register and select the option to “watch video.” We will send the recording as soon as it’s available. For more information about the LibAnswers Platform, contact sales@springshare.com.

LibAnswers Webinar: Productivity Tactics for Enhancing Customer Service

Wednesday, July 18, 2018, at 11:30am ET

Thursday, July 26, 2018, at 3:30pm ET