Archive for LibChat

Global Public Chat Cooperative: Helping Your Community 24/7

As librarians, you’re there to help your communities improve their access to information and resources, no matter their life circumstances. But “pandemic life” has stretched on for over seven months now, and while public libraries have adapted quickly, increases in new cases could mean sudden closures or service changes again. Curbside delivery tools like Pickup Manager provide an important link to patrons, and online reference tools like email, and even better, live chat, are becoming the most visible way to show you’re open and there to help them. Libraries are also finding that if there’s a chat option on their website, patrons will use it!

We also can’t forget that typically when times are tough, usage of the library goes up as people need help with resumes, job seeking, government assistance applications, small business resources, and free services and sources of entertainment they can’t otherwise afford. So while the library building may be closed, have shorter hours, or limited capacity – its community may need it more than ever.

Denver Public Library, a large multi-branch system in Denver, Colorado, and Arlington Heights Memorial Library, a single branch library located in the suburbs of Chicago, Illinois, have both dealt with closures and unexpected shifts in services during the pandemic. And with established 24/7 chat services plus backup Springshare 24/7 Global Chat Cooperative support, we asked them to share how 24/7 chat has impacted their ability to help patrons during the pandemic, and what they’re seeing so far with chat trends and community needs.

Serving public library staff and patrons 24/7 with live chat + cooperative support

Before we dive into their experiences, let’s introduce the Springshare 24/7 Global Chat Cooperative (Co-Op) for those who may be unfamilar with it! It’s how you can show patrons you’re there for them, even during the late hours after their kids are finally in bed, they’re done with work, and/or they’ve finished taking care of a loved one. With true global coverage, it can ensure your patrons can get help 24/7/365 from a professional MLS-degreed librarian. We even have a dedicated Public Library Cooperative made up of librarians with extensive experience helping public library patrons!

Springshare also provides different contribution options, so you can choose to help out in the Co-Op and receive backup assistance when you need it — or choose to only benefit from Co-Op support! The Co-Op uses the same widgets as local library LibChat, so there’s minimal extra setup when it’s added on.

A few weeks ago we shared just how busy chat traffic – and our Springshare 24/7 librarians – have been this fall. But while we can talk trends and numbers all day, it’s our customers’ experiences that bring home how a service is helping their library, staff, and communities during these difficult and uncertain times.

Helping anyone, any time of day, at Denver Public Library

A bit about Denver Public Library from Frank Wilmot, Senior Librarian, Reference Services:

  • Denver Public Library (DPL) is a busy 26 branch library system and has been providing chat support since 2013 with OCLC’s QuestionPoint. We transitioned to the Springshare 24/7 Global Chat Cooperative in May 2020 after Springshare acquired QuestionPoint.
  • Our chat and email service are primarily staffed by the Reference Services department (Central Library) along with a handful of other departmental and branch librarians who provide one or two hours per week.
  • The Global Public Cooperative supports DPL constantly! The cooperative helps its customers 24/7/365 but primarily when DPL librarians are not staffing. When the chat service gets extra busy, when staff are in meetings, or even if and when there’s a fire drill, the public cooperative continues to support us and our customers.

Are you noticing any recent trends in patron questions and traffic numbers?

Chat traffic is up! At the end of September 2020, chats are up 41.7% over 2019. Obviously, 2020 has been an unusual year and when comparing Q1 2020 to Q2/Q3 when our buildings were closed, the monthly average still increased by 25.6%.

How have the cooperative added value to your existing chat services? Any surprising benefits?

We have been part of QuestionPoint’s 24/7 cooperative and now Springshare’s Public Co-Op since 2013. The cooperative has added value to our chat service since the beginning!! When chat traffic is too busy or if it’s late at night or early in the morning, we know that our customers will still get one-on-one assistance from a trained librarian with lots of information about our services and access to our resources. Since we joined LibAnswers, 22.5% of our chats have been answered by cooperative librarians. These are questions that may otherwise have been unanswered.

The LibAnswers software also makes it extremely easy for DPL staff to follow up with Denver customers and to strengthen the connections between the library and our customers.

When chat traffic is too busy or if it’s late at night or early in the morning, we know that our customers will still get one-on-one assistance from a trained librarian with lots of information about our services and access to our resources.

How has 24/7 chat support helped your library system transition services during the pandemic?

For a few weeks in March and April, when buildings were closed and before we started curbside services, the only way to communicate directly with library staff was via email and through our Ask Us chat service. Building closure was complete and abrupt, but because of the Global Public Cooperative, there wasn’t a single moment of interruption in at least one channel of communication and connection between the DPL and our customers. On a Sunday in March, DPL Reference staff were only able to provide chat service to our customers until 5pm, and while we were figuring out how to staff the service again Monday morning at 9am, the cooperative librarians were there to help answer questions from our customers overnight.

Building closure was complete and abrupt, but because of the Global Public Cooperative, there wasn’t a single moment of interruption in at least one channel of communication and connection between the Denver Public Library and our customers.

What do you think is the cooperative’s role in helping the Denver community? How does it fit into your long-term library services strategy?

DPL’s Vision is “A strong community where everyone thrives” and our mission states “Together, we create welcoming spaces where all are free to explore and connect.” Our Ask Us chat service is easily accessible and discoverable throughout our website and in our catalog. It’s available to anyone and everyone, whether you are in Denver or in another state or country with a question about Denver, Colorado, or the West. It’s available with or without a library card. Chatting with a real person any time of day or night helps us to create and build the connections between the library and our customers.

Maintaining 24/7 support during the pandemic at Arlington Heights Memorial Library

A bit about Arlington Heights Memorial Library from Jolie Duncan, Info Services Manager:

  • Arlington Heights Memorial Library is a single branch library serving a community of 75,000 people northwest of Chicago. We’re also a long-time Global Public Library Cooperative member.
  • We’ve relied on the cooperative to provide back up during all hours, but we primarily need assistance in the evenings and on the weekends after we close. We’ve had to shorten our opening hours by two hours to 8:00pm, and the cooperative now answers chats that come in during that time for our staff.
  • During the pandemic, we continue to have staff cover chat remotely. LibAnswers also provides an easy way to chat with co-workers internally if they need assistance on a chat or need to transfer a chat. 

Are you noticing any recent trends in patron questions and traffic numbers?

It has been interesting to analyze the chat stats and the LibAnswers platform makes it easy to view statistics and identify trends. In the months we were closed, we saw a steep rise in the number of chats, peaking with 1500 chats in June (over 3 times the normal amount)! Clearly, customers are moving to ask us questions virtually. The topics of the chats vary, but we have seen an increase in troubleshooting questions such as ebook help. Since so many librarians use similar databases, they can help troubleshoot for customers.

How has the cooperative added value to your chat services? Any surprising benefits?

The ability to assist customers 24/7 is such a value to our customers. The cooperative librarians can answer so many more questions than you might think. Participating in the cooperative allows us to also learn about other libraries and discover regional differences and similarities. Not only does it provide a great service to our customers, but for our librarians that participate in covering the cooperative queue, it provides them with a more well-rounded experience.  It is a great opportunity to be aware of other libraries’ offerings and keep our skills sharp.

Not only does [the public cooperative] provide a great service to our customers, but for our librarians that participate in covering the cooperative queue, it provides them with a more well-rounded experience.  It is a great opportunity to be aware of other libraries’ offerings and keep our skills sharp.

How has 24/7 chat support helped your library system transition to mainly online services during the pandemic?

24/7 chat has played a crucial role in maintaining customer support during the pandemic. When we closed our doors suddenly in March, chat was the only service we kept going for quite some time. By keeping chat up and running, we were able to provide access to customers so we could troubleshoot, and answer questions, and provide essential information about the library’s closure and level of services.

What do you think is the cooperative’s role in helping the Arlington Heights community? How does it fit into your long-term library services strategy?

Two of our core values are customer service and free and equal access to information and the cooperative supports both values. The ability to provide answers to customers’ questions when they need it vs. when the library is open is a real added benefit. 

When we closed our doors suddenly in March, chat was the only service we kept going for quite some time. By keeping chat up and running, we were able to provide access to customers so we could troubleshoot, and answer questions, and provide essential information about the library’s closure and level of services.


Thank you, Frank and Jolie, for your insightful feedback! We appreciate you being on board with us and sharing your experiences. Having 24/7 patron chat support has enabled you to pivot quickly – and continue to adjust – library services without disconnecting from your communities. And when it comes time to communicating the value of the library at the end of the fiscal year, you’ll have the data to show just how many people you were able to help during this difficult time.

Interested in learning more about the Springshare 24/7 Global Chat Cooperative? Check out our recent blog post and contact us with any questions!

Always Online! Library Chat + Global Cooperative = True 24/7 Service

It’s clear that online learning is becoming a larger part of the student experience so it’s important for the library to keep pace with this trend. It’s been shown that access to the library increases the likelihood of student success. So when patrons need to chat with a librarian online, you don’t want to miss the opportunity to engage with them! It’s great for the patron and great for the library, too. But let’s be realistic – you can’t be there, online, monitoring your chat departments 24/7/365.

Good news though… We can, and we do! Springshare 24/7 Global Chat Cooperative has thousands of member libraries and librarians, representing the largest professional reference librarian network in the world. We have true global coverage, and we can ensure your patrons can get help 24/7/365 with a professional MLS-degreed librarian available to help them. Check out our interview below with the team at the University of Liverpool library and how the cooperative helps them serve their patrons successfully on a 24/7 basis.

But first, allow us to share some interesting chat reference statistics from the start of this academic year (for the month of September). These stats show a tremendous increase in reference chat traffic compared to the start of the previous academic year in 2019, demonstrating how much patrons do rely on the library to help them with their studies – especially in the times of COVID-19 when most learning happens online:

  • The LibChat platform handled 379,510 incoming chats in September 2020 – a 182% increase over September 2019.
  • More than 23,000 of these chats were answered on the Springshare 24/7 Global Cooperative platform (i.e. by the Co-Op). Each one of these chats represents a question that would have gone unanswered because the local librarians were busy or offline.
    • 34% of September Co-Op chats were asked over the weekend, showing just how important it is to have seven-day coverage.
  • Our Springshare 24/7 librarians have been busy! They handled more than 60% of all questions that fall back to the cooperative. So if your staff cannot contribute to the Co-Op that’s okay too – we’ve got you covered

Providing Seamless 24/7 Chat Service at the University of Liverpool Library

These statistics provide us with a birdseye view, but what does this mean for an individual library? The University of Liverpool has been a 24/7 library for the last five or so years, and back in March, their physical help desks went virtual, and their staff moved to online chat reference. They were early adopters of the Springshare 24/7 Global Chat Cooperative, so we checked in with them to see how things were going.

Joe Hilton and Gwen Jones from the University Library were so kind to give us a little insight into how they have their chat services structured so that their students can benefit from “the human touch” of a one-on-one library interaction, any time of the day.

Tell us a bit about your local chat services. How many library staff typically monitor your chat widgets? What days and times are staff available to answer questions before they fall back to LibAnswers 24/7 Cooperative chat?

Since the Covid-19 pandemic we have anywhere up to 10 staff monitoring our chat widgets between 9am – 9:30pm Monday to Friday and between midday – 5pm Saturday and Sunday. Before March, we usually had at least two librarians monitoring our chat widgets. Effectively, all of our physical help desk staff went virtual so having LibChat already established as part of our service was a winner in many ways.

What went into deciding when you needed 24/7 cooperative support?

We subscribed to backup chat with QuestionPoint when we became a 24-hour library, and we moved early on to the new LibAnswers Cooperative platform after it was acquired by Springshare. We have a very comprehensive LibAnswers FAQ public knowledge base that works brilliantly but, for true 24/7 support, we believe the human touch is necessary. Deciding what days and times we needed cooperative support was easy. Whatever times we don’t staff it ourselves, we have the co-op step in. Since they use the same widgets, it’s one complete, seamless service.

[B]ut, for true 24/7 support, we believe the human touch is necessary.

Tell us a bit about the students asking questions of Springshare 24/7 Global Chat Cooperative librarians and the types of help they’re seeking. Are you noticing any trends in traffic and questions so far?

The kind of queries our students are submitting to the cooperative are not really any different to what we get to our own librarians. I guess the trends depend on what is happening at the time, and the trick is to be fluid and flexible to meet the needs of your audience – and the co-op certainly moves in sync with our audience.

Cooperative librarians do a great job of providing answers for our customers and the customer feedback on the queries they’ve dealt with is overwhelmingly positive. We’ve seen some really excellent answers from the global librarians; we couldn’t have done a better job if we’d picked those up ourselves. Sometimes they’re a little less successful, but there’s always going to be some variation and they can’t do a great deal when it’s something that really requires access to our circulation system or to our IT support systems. But what’s great is that the customer is able to talk to someone 24/7 and it’s really helpful that when global staff can’t deal with it, those queries do get referred to us and customers are given some idea of when we’ll be available again to deal with their query, so they’re not left hanging.

Cooperative librarians do a great job of providing answers for our customers and the customer feedback on the queries they’ve dealt with is overwhelmingly positive. We’ve seen some really excellent answers from the global librarians; we couldn’t have done a better job if we’d picked those up ourselves.

How are you able to provide the information Springshare 24/7 Global Chat Cooperative librarians need so they can answer student questions?

We’ve worked hard to create a very comprehensive FAQ knowledge base which we strive to continuously keep the content current. It’s this updating and monitoring that is one of the keys to the service. Irrelevant and/or out of date information is no help to anyone. It’s not rocket science or a dark art or anything. The global cooperative librarians can only work with what you make available to them. As we mentioned, cooperative librarians provide as good a service as our librarians and that is testament to their abilities and what we provide! It is, after all, a partnership and it makes for a seamless service for the students.

How has the Springshare 24/7 Global Chat Cooperative added value to your existing chat services? Any surprising benefits?

What’s changed is we’re now providing coverage to the Academic Cooperative and I think that has been very successful so far. It’s certainly getting busier there and the numbers have been increasing every month since we started: from getting just 9 cooperative chats in April to 159 in August. Our staff are very happy supporting it, too, and say that it’s helped them develop their skills and that they find the questions from customers of other institutions varied and interesting, so that’s another win in terms of job satisfaction.

How does the Springshare 24/7 Global Chat Cooperative fit into your long-term library services strategy?

The current climate has highlighted and emphasised the need for robust, high-quality virtual support and LibChat/Co-Op chat has been absolutely vital to us before and especially during the current conditions. If there were any lingering doubts to its value and effectiveness then these have been well and truly squashed. We are looking forward to expanding & developing the service as much as possible, hopefully working with other libraries & Springshare to share ideas and improve the functionality.

The current climate has highlighted and emphasised the need for robust, high-quality virtual support and LibChat/Co-Op chat has been absolutely vital to us before and especially during the current conditions.


Thank you, Joe and Gwen! We appreciate you taking the time to answer our questions. And we agree with you — there’s really no substitute for one-on-one personal interactions, especially during moments of user confusion or frustration. When a chat widget is there and online, people will use it!

Interested in learning more about the Springshare 24/7 Global Chat Cooperative?

More than ever, 24/7 online library support can ensure your students can get the answers they need when they need them! Let us be there to help. 🙂

[UPDATED] Important Browser Notices & Updates

In today’s post, we’re bringing you some important notices about your Internet browsers… specifically Internet Explorer 11 and Chrome. Since Springshare tools are hosted in the cloud and are accessed by web browsers, if you or your patrons are using either of the above browsers… it will affect your day-to-day usage of these tools.

Updated Sep 10, 2020 – we updated the section below on LibAnswers and IE11 compatibility.

Updated Oct 9, 2020 – we updated this post with a section on LibGuides and IE11 compatibility and updated the LibAnswers section to reflect the fact that the October 2020 code release is out.

Updated Oct 19, 2020 – we updated the LibGuides list after more extensive testing within IE11.

Internet Explorer 11 Will No Longer Be Supported as of November 20, 2020

Starting in November through till next year, Microsoft will stop supporting IE11 within their own applications.

Microsoft has since labeled Internet Explorer a “compatibility solution” rather than a browser and encouraged businesses to stop using the aging browser.

Tom Warren, TheVerge.com

To that end, Springshare will stop supporting IE11 for all Springshare Tools (LibGuides, LibCal, LibAnswers, LibInsight, LibCRM, LibWizard, and LibStaffer) during the week of November 16 across all regions.

This does *not* mean every webpage of your whole Springshare tool will suddenly stop working when using IE11. It *does* mean that you and your users may experience additional issues of non-compatibility when using IE11 after the November 16 code release.

LibGuides Users & IE11 [Updated Oct 19, 2020]

There are a few areas in LibGuides that do not fully function in IE11. Additionally, future updates will also affect page display issues in IE11.

  • Guide lists on system and group homepages;
  • Some LibGuides widgets intermittently do not display;
  • Gallery boxes;
  • Search results;
  • System blog and public discussion boards; and
  • A-Z Database pages.

LibAnswers Users & IE11 [Updated Oct 12, 2020]

There are already a few areas of LibAnswers admin interface (not public-facing pages) that don’t fully function in IE11. Additionally, future updates will also affect page display issues in IE11.

  • Currently not working in  IE11: the ability to view chat transcripts; Queue settings tabs and ticket browse page will not work.
  • Upcoming November 2020 release: Current LibChat Operator Console will *not* be able to load in IE11 by the end of the Nov 16 week. We’re launching some awesome new functionality to LibChat, including a new emoji-picker (:wow emoji:), that is not compatible with IE11.

Chrome 86 Security Update

The upcoming Chrome 86 update, slated for release in October, will offer more secure protections for users submitting data on insecure forms. More on this in a moment. First, a reminder!

All Springshare Tools are HTTPS-Required

As a refresher, all Springshare Tools are required to load over HTTPS. If your Springshare Tool ends in a .libguides.com, .libcal.com, .libanswers.com, .libcrm.com, .libinsight.com, libwizard.com, or .libstaffer.com – the ‘S’ in HTTPS is covered by our security certificates.

If your Springshare Tool ends in a custom domain, like .bookings.edu or guides.org, you can use our ‘Let’s Encrypt’ service where we obtain a security certificate for you or obtain your own security certificate.

Bottom line, your Springshare Tools will always load an HTTPS secure connection…. which is great for your staff and end-users because HTTPS helps to thwart intruders from tampering with the communications between your websites and your users’ browsers.

Embedding Unsecure (HTTP) Forms into Your Secure (HTTPS) Springshare Tools

So now that you know that all Springshare Tools are loaded as HTTPS, you’re probably thinking – “Heck, we’re all set… our sites are secure!“. And you’re right, for the basic tool itself. But it depends on what you’ve added to your systems, too! We give you a lot of flexibility in your Springshare tools… especially in ways we encourage you to embed widgets/content from other websites. In LibGuides, you can embed a widget into your guide. In LibCal, you can add a widget to a countdown timer in Calendar Events. In LibAnswers, embed media right into your FAQs.

These options give you awesome flexibility in adding multimedia resources to your Springshare Tools! But it is also possible to embed HTTP (unsecure) content inside your HTTPS (secure) Springshare Tool.

Chrome 86 Update Will Display Warning for Mixed Forms

So now we come back to the Chrome 86 update! If you embed an HTTP (unsecure) form in your HTTPS (secure) webpages, your patrons using Chrome 86 will see a full-page warning about submitting content to an unsecure form.

Chrome Version 86 Will Display Warning of Unsecure Forms

Identifying & Resolving Mixed Content

We recommend that you review your LibGuides, LibCal, LibAnswers, and LibWizard systems to identify widgets/forms that you’ve embedded that could be HTTP insecure. This FAQ outlines some helpful instructions, including how to find HTTP content in LibGuides, as well as a video explaining why HTTPS is important.

As a reminder, Springshare Tools themselves are HTTPS secure. So if you’ve created a LibGuides widget, a LibAnswers/LibChat widget, a LibCal widget, a LibInsight widget, or a LibWizard widget, these widgets are already HTTPS secure. It is better to focus your time and energies on widgets/forms from other vendors.

If you’ve identified forms/widgets that are HTTP unsecure, it is recommended that you contact that vendor directly to obtain an HTTPS secure form/widget. While we’d love to help, we cannot create HTTPS secure widgets/forms for other vendors.

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

Preparing for a Virtual Semester

Are you ready for a virtual semester?

Academic and School librarians, if you’re feeling uncertain as to what is going to happen this upcoming 2020-2021 academic year… imagine how your students feel. Anxiety and uncertainty are emotions that are part of this ‘new normal’. Will there be f2f classes? Will classrooms be fully or partially virtual? How will assignments be submitted and graded? How will group projects be handled? Where are the classroom, and library, resources? Like you, students have a ton of questions – most of which just can’t be answered right now… except one. Using Springshare’s LTI Tool – you can natively integrate library resources right inside student’s online courses. So the question, “Where do I find the library’s resources?” The answer is, “Right inside your online course!”


Last month we held a virtual webinar showcasing how you can natively integrate library content right inside your Blackboard, Moodle, Canvas, Sakai, Desire2Learn, or other LTI-compliant courseware tool. Reducing the amount of clicks a student has to take to find the relevant library resources can not only help to reduce their cognitive load but also their stress and anxiety. And if there’s anything that we all need right now, is one less stressor in our lives.

Library Resources Page inside of Canvas using Springshare LTI Tool

With Springshare’s LTI Tool, natively integrate:

  • Course-specific LibGuides
  • Subject-specific LibGuides Databases
  • Course-related reading materials with LibGuides E-Reserves
  • Subject-expert LibGuides Profiles
  • Live chat widget from LibAnswers (with optional 24/7/365 chat coverage)
  • Book a virtual librarian appointment using LibCal
  • Search library FAQs using LibAnswers
  • … and more.

Is there a recording?

There sure is! This 30 minute recording shows how you can integrate library resources right inside the courseware tool. And the best part, minus a few things your Office of Online Learning needs to setup, all of the controls of what displays are controlled by you! Yes, you get to choose which LibGuides display, which E-Reserves, which subject-databases, and more!

Are you ready for a virtual fall semester webinar

But wait, does this scale across hundreds/thousands of online courses?

Yes it does! If you’re looking at hundreds or thousands of online courses this upcoming semester and wondering, am I going to have to click ‘Add library resources’ thousands of times? The answer is no. Our automagic tool matches on metadata making it easier to integrate library resources across thousands of classes. Don’t believe us – Penn State University uses the Springshare LTI Tool across 30,000 online courses each semester.

Want to learn more?

If you’re interested in learning more, we have loads of resources for you!

  • Training Videos – If you already subscribe to LibGuides CMS or E-Reserves and want to learn how to setup the LTI Tool, these training videos have you covered.
  • Help Documentation – Whether you’re using Blackboard, Canvas, or another LTI-compliant courseware tool… our help documentation has you covered.
  • Get Pricing & Free Trial – If you don’t already subscribe to LibGuides CMS, LibGuides E-Reserves module, or other Springy Tools that integrate with the LTI Tool… contact us for pricing or a free 30-day trial.

Curbside Pickup/Contactless Checkout Options (Blog Series: Part Two)

LibCal and LibAnswers Scheduling and Communication Module for Holds Pickup

Last week’s post on LibCal Seats module generated a great response – thank you all. Our libraries are looking for solutions to help them reopen safely, and we’re excited to be helping with this process. Several current LibCal customers are helping us with the Seats module, so we are confident many of you will find the upcoming module very helpful as you navigate the use of library facilities in a post-COVID-19 world.

We hope you’ll like our curbside pickup/contactless checkout solution just as much. Depending on the particular needs for your library, you can already start utilizing what we have or wait for the upgrade release in the coming 4-5 weeks.


Three Options for Curbside/Contactless Holds Pickups

There will be three options available in LibApps regarding the curbside pickup – which one you will utilize depends on your library’s workflows. You can also start using the first option that’s already available and then expand/move to the other two options as they become available over the summer.

Option 1 – Scheduling of Pickups Only

Libraries using LibCal Spaces module can allocate dedicated spaces for curbside/contactless pickup and customize the setup to serve the need for scheduling of pickups. This functionality is already available in LibCal and you can/should start using it immediately.

We published a blog post on using LibCal Spaces for scheduling contactless/curbside pickup of library holds, and our training sessions on this have been among the most attended this year.

The setup works great and it’s free with your LibCal subscription! If you need to add a few additional Spaces to your LibCal subscription, contact us at sales@springshare.com and we’ll make it happen. If you don’t have LibCal but need a scheduling tool for curbside pickup/contactless checkout, contact us and we’ll work with you on a flexible pricing structure.

For those libraries that also want to add the communication component to holds pickups, we’ve got you covered! We’re building a new module in the coming weeks to help you meet this need.

Option 2 – Scheduling and Communication (or Communication Only) Regarding Pickups

Some of you have asked us come up with the communication process for holds pickups, too! While many libraries are happy with a tool for scheduling of holds pickups, some want to add the communication piece to the worfklows – or only focus on communication piece for holds pickups.

Great idea, we thought, so we’re busy working on an end-to-end solution for holds pickups/contactless checkouts. We are leveraging our expertise with SMS communication, email, and chat functionality from LibAnswers, to come up with a brand-new LibApps module to help libraries schedule and communicate with patrons about curbside pickups/contactless checkouts. This helps avoid miscommunication or missed pickups while also minimizing unnecessary contact with staff. Safety first!

Holds pickup workflow in the new module

  1. The library customizes the ILS holds arrival email template to include the link to LibCal’s curbside pickup scheduler.
  2. The patron receives the “your materials have arrived” email and schedules their pickup time using LibCal’s mobile-first web scheduler. The library controls how many pickup timeslots are available each day and when, to control the flow of users arriving to the library.
  3. LibCal sends a pickup confirmation email with instructions to patron how to communicate with the library when they’ve arrived for their holds.
  4. Upon arrival, the patron sends an SMS text or initiates chat to let the library know they’re here.
  5. The module automatically matches the message with the LibCal scheduled pickup so the librarian knows exactly who is picking up which materials.
  6. The librarian on duty receives the SMS or chat with the LibCal booking information and the patron info, and they drop off the materials at a pre-determined spot (parking space, outside table, front door, etc), as described in their pickup confirmation email.
  7. The system automatically records when the patron has arrived and gathers valuable statistics on patron interactions for follow ups, to help identify any pain points, and ideas for further workflow improvements.

Once you and the patrons try out this new workflow for holds pickups everyone will ask themselves why were holds pickups done any other way in the past? 🙂 We’re really excited about this new module because it will marry the best of Springshare’s technology for the purpose of truly improving the library’s workflows – not just during COVID-19 pandemic but in general, too. This new system will significantly enhance the value proposition and make it more convenient for your users to schedule and communicate with you about their holds.

We’re planning to release this new module in the first week of August, but in the meantime you can/should start using Option 1 (outlined above) because it will be an integral part of this new module, too. In other words, you will not waste any effort or lose work/customizations by starting on Option 1 now while we spend the next 4-5 weeks finalizing this exciting new module. Just like with the LibCal Seats module we’re working with several existing customers on this and if you have ideas and suggestions – please let us know, we’d love to hear from you.

Option 3 – ILS Integration (aka the Holy Grail)

This will not be ready for the early August release but rest assured that we’re not stopping our development on this module by then. We are planning the ultimate enhancement to the Curbside pickup/contactless checkout module – full ILS integration so the module will read the information about the holds directly from your ILS and write to the patron’s ILS record when the patron picks up the hold.

This upcoming ILS integration will make this new module an indispensable tool for libraries looking for a true end-to-end solution for curbside pickups/contactless checkouts. Your holds workflows will never be the same, and we’re not kidding about it, either. 🙂 We’re planning to release the ILS integration in September and if you’d like to work with us on it please contact us and let us know which ILS you use and we’ll put it on the todo list. One of the things we enjoy the most about our development process is working closely with our libraries so we cherish every opportunity we get to do this!

Learn More – Contact Us

Stay tuned to this blog, and subscribe to receive email alerts (enter your email address in the right column —>) to stay updated on when this functionality will be arriving in the coming weeks. Interested in being added to our contacts list? Email us at sales@springshare.com and we’ll be in touch as soon as this LibCal/LibAnswers module is released with pricing.

LibCal and LibAnswers Major New Functionality Release

Quarantine or not, we’re always busy churning new features and functionality of our platform, based on suggestions and feedback from our customers. This upcoming code release for LibCal and LibAnswers is the best example of our responsiveness to customers’ needs. With librarians pivoting to different service models centered around remote-first teaching and learning, many of you told us that you’d love to be able to conduct research appointments and hold online events via LibCal. We heard you and, a few weeks later – we made it happen.

With LibAnswers/LibChat, many international libraries have taken strong interest in the platform as it’s the most well-rounded communication platform for libraries – but they need the admin/librarian interface to be in their local language. And – you guessed it – we made it happen! Read on for details.

Read about: LibCal | LibAnswers

LibCal – conduct online appointments and online events

LibCal servers in our regions around the world will start getting this new functionality on Monday evening and by Wednesday all regions will be live with this new Online appointments/Online events functionality.

Online Appointments

Up until now, the LibCal appointment booking engine has enabled booking of appointments with the assumption that the patron would go to the library (or the librarian would visit the classroom) to conduct the actual appointment. In the “new normal”, however, a number of these research appointments/consultations will likely be conducted remotely. Enter our LibCal Zoom integration (more integration options coming soon – let us know what other video/communication platforms you want us to integrate). 

Here’s how to enable Zoom integration for Online Appointments in LibCal:

  1. Head to Admin -> Integrations and enter your Zoom API/Key (don’t have institutional Zoom license? We may be able to help – email us at sales@springshare.com).
  2. Online appointments are thought of as happening at their own Location i.e. Online. Create one (or more) Locations to designate that these appointments will be held online. Head to Admin -> Appointments -> Locations to create the Online Location(s).
  3. Each user/librarian who wants to host online appointments must be associated with their Zoom account. Head to Admin -> Users and enable Zoom for each user that should have this enabled.

And voila… your LibCal appointment scheduler can now handle online appointments via Zoom. Note that the actual online appointment happens in Zoom but LibCal makes it super-easy to schedule it and it automatically includes relevant Zoom meeting URLs in the ICS/CAL calendar file, in the email notification to the patron, and in the admin interface for the librarian. So they all just need to click on the link and jump into the meeting.

Online Events

With this new feature you’ll be able to create online events in LibCal, and patrons browsing the event calendars will be able to filter/browse by event type (Onsite or Online).

What’s neat is that you don’t have to host the online event in Zoom – you can use Facebook Events, or WebEx, or… any platform that lets you hold an online group event. Here’s how to set it up.

  • If using Zoom, Head to Admin -> Integrations and enter your Zoom API/Key (don’t have institutional Zoom license? We may be able to help – email us at sales@springshare.com).
  • When you go to create an event, for “Location” you’ll see 3 options.
  • For Zoom events, the registration option is required and attendees will receive the event URL in their registration email.
  • For other online events (e.g. Facebook Live, etc.) the event URL will be shown on the event page but if there is an access password/pin to access the event – it will be emailed to attendees in the registration email.

Patrons are able to filter and search for online events from public calendars.

Bug Fixes, New Features, & Misc.

  • Customize the contents of your Appointments booking page. Make your own page title and page text for this all-important page. Make it look/feel like just another page on your website. Head to Admin -> System Settings -> Language Options > Appointments Page. Bonus – you can now enter HTML customization for page text, hooray.
  • Add a custom message to public pages for Equipment & Spaces when all items and/or spaces are set to inactive. Head to Admin > Equipment & Spaces > Settings, and look for the new panel titled Inactive Equipment/Spaces Display.
  • Copied Equipment & Space bookings will now check the Banned Email list when creating the new booking.
  • We fixed an issue that allowed regular users with no access to a specific Equipment & Space location to modify bookings.
  • Custom text in the “Today’s Hours” widget now displays only once.
  • We’ve standardized the time format for all Excel exports.
  • Centering text in any RTE located throughout LibCal will now correctly apply inline CSS.

Upcoming LibCal Training Sessions:

Also check out our recorded sessions!

Excited yet? So are we. We look forward to hearing your feedback and suggestions for further improvements.

[Back to Top]


LibAnswers multi-lingual admin interface + few more enhancements

LibAnswers servers in our regions around the world will start getting this new functionality this evening and by Monday, May 4, all regions will be live with this new functionality.

The LibAnswers 2.34.0 release is on its way, and we’re thrilled to bring you international translations for the majority of the LibAnswers admin interface! With this release, the major pages in LibAnswers – which include the LibAnswers Dashboard, LibChat Operator Dashboard, the Ticket Create & Answer pages, Ticket Knowledge Base Explorer, and Chat Transcripts and Statistics – can now be viewed using any of our supported base language customizations. To date, in addition to English, we also support French, Spanish, Italian, Swedish, and Serbian (Cyrillic).

When the 2.34.0 release goes live, your LibAnswers system will be rendered in the default base language selection that your Admins have set up under Admin > System Settings > Base Language. All users with a LibAnswers login will also be able to change their personal language display on the fly, by using the dropdown option included in the footer of every LibAnswers administrative page.

New in LibChat and Shared Group Systems

In addition to our very exciting language customization updates, we have several new features rolling out in LibChat and for Shared Group Systems!

  • Create Follow-Up Tickets from the Co-Op > Transcripts View. This new view is especially helpful in cases where you’ve concluded a chat interaction while monitoring a Co-Op, but perhaps forgot to create the local follow-up ticket while you still had the chat in view. Just head to LibChat > Co-Op Dashboard > Transcripts to view the new icon for creating follow-up tickets.
  • Proactive Chat with Co-Op Fallback. We know how crucial it is to offer your patrons assistance at the point of need, so we’ve updated our approach to creating chat widgets. Now, it’s possible to create a proactive widget (i.e. a widget that prompts the user whether they need assistance via a pop-out) and include a Co-Op as a fallback option. In practice, when you create this type of widget, the widget will only behave proactively when your local librarians are online and monitoring chat; if your local librarians aren’t online, but your widget is displaying as online because it’s being monitored by Co-Op librarians, then the widget will not proactively prompt the patron. To set your widgets as proactive, head to LibChat > Chat Widgets > Choose a Button, Slide-out or Floating widget > Enter a time in seconds in the Autoload Delay field.
  • LibChat Wait Time Counter. We’ve added a new timer feature in the LibChat operator dashboard to indicate how long a new chat patron has been waiting for their chat to be answered. This new timer is displayed on all new chats.
  • Group Admin Updates for Shared Group Systems. We’ve added two new key permissions for the new Group Admin account level in Shared Group Systems: Group Admins can now edit the group policy FAQ(s) for their group and can leave feedback on transcripts that a Co-Op answered on chats that originated from widgets connected to their Group Member Library.

Bug Fixes & Performance Improvements

  • We’ve added a message to alert patrons when they attempt to upload an unsupported file type.
  • We’ve fixed a bug when creating Macros. Previously, if your site only had access to one queue, the modal window did not display the list of users required for assigning tickets to a specific user.
  • We’ve fixed a bug when setting LibChat Default Queues to Monitor. Sites with access to just one queue were not seeing an option under Edit Account > LibChat Settings > Default Queues to Monitor that would allow the user to not monitor that one Queue when first logging into LibChat.
  •  We’ve implemented a number of performance improvements in the Tickets Knowledge Base Explorer > Statistics pages and when creating new Tickets and FAQs. While these updates aren’t directly visible, you should now see speedier load times and an overall improved experience for these pages.

Upcoming LibAnswers Training Sessions:

Also check out our recorded sessions! [Back to Top]

That’s it for this round of updates from Springy HQ, but stay tuned for more mid-May when a few other things will be coming your way.

We want to give a shout-out to our entire community in these uncertain times. We see how you are retooling your libraries and educational offerings to meet users where they are (at home, like us!), and we are proud to be a part of the vibrant industry that is libraryland. Stay safe and well, out there, Springy fam! We are always here for you if have any suggestions or questions.

You’ve Switched to Remote Services… And the Numbers Show It

As libraries across the globe quickly pivoted to online services in response to the pandemic, we’ve been seeing some really interesting early numbers that illustrate the size of this sudden change in library services. We wanted to share these with you, along with some information about what we’ve been doing on our end to support you all during this time.

Spikes in LibAnswers and LibGuides = Librarians hard at work

Since March 2020, we recorded these numbers in LibAnswers activity compared to March-April 2019:

  • Incoming chats increased by 109%. To put this in perspective, that’s a total of 338,794 LibAnswers chats in less than two months.
  • Our 24/7 librarians fielded 5,677 chats on the new 24/7 LibAnswers Cooperative platform. Each of these represents a chat that would have gone unanswered.
  • Patron-submitted questions increased by 56%, which equals 303,273 queries sent via email, social, SMS, and question form since March.
  • FAQ creation increased by a whopping 217% as 13,017 FAQs were added to public and internal staff FAQ groups.

In LibGuides, library staff created more than 26,000 new guides — that’s roughly a 96% increase compared to last year!

First off, kudos to all of the librarians answering this multitude of questions and creating new content quickly for all of your users. Each one of these numbers represents a person you helped during this crisis. These statistics show how critical it is for librarians to be able to share essential information online while you’re unable to provide in-person assistance.

What we’ve been up to at Springy HQ

It’s been an all hands on deck effort for the Springy team. In addition to our official update on the pandemic, we’ve been working diligently to support you while you’re helping all of these patrons so you can answer questions, share updates, and meet with them from anywhere. This has translated some pretty big numbers on our end, too, and here’s how we’ve handled them.

  • As support tickets skyrocketed, the team adjusted its internal processes to ensure swift responses. Customer queries are up 27% since March 2020 compared to this time last year, and the majority of customer questions are fully answered and closed within one business day.
  • The team launched a new training series dedicated to libraries transitioning to online learning and reference and managing remote workplaces. In March, training attendance was up 198% and video viewership increased by 211% compared to March 2019.
  • We bolstered infrastructure to support increased usage to handle the extra load.

Speaking of training, we’ll be announcing May’s training schedule, which includes our new What is LibAnswers with LibChat? session on May 7th, in this week’s training newsletter. Don’t receive our newsletters yet? Sign up to get them in your inbox.

What’s ahead

  • We donated our platform to the Librarian Reserve Corps, an international volunteer network of over 120 medical, public health, and health science librarians supporting the World Health Organization (WHO) and the WHO Global Outbreak Alert and Response Network (GOARN) with their urgent information needs related to COVID-19. Their sites were installed in just over 24 hours. Read our interview with them next week on this blog!
  • In the coming weeks, we’ll be announcing several exciting (and major) product updates to further help our customers as they pivot to different service models.

We hope you are safe and well where you are, and thank you for being on board with us! We promise to continue to provide stellar tools and superior customer support to help you navigate this difficult period.

Tips & Tricks for the Remote-First World

As more and more schools are closing, events are being canceled, buildings are shutting their doors, and people are remote-working where possible in order to help slow the spread of COVID-19 and flatten the curve… your organization is facing a critical and time-sensitive situation. How do you provide virtual services to your patrons?

Here at Springshare, we know you’re under a lot of pressure and we’re here to help you adjust quickly and ensure that your library can provide effective support to online learners and community members that cannot physically be in the library. But first things first, we want to assure you that your Springshare Service will continue uninterrupted during the coronavirus (COVID-19) outbreak.

Academic & K12 Institutions

With most, if not all, courses at your institution being taught online, it’s important for your library to be where your students are. Whether that means embedding library services and content in courseware or providing remote research consultations…. if they’re remote, you need to be remotely accessible too.

Courseware Integration – Adding LibGuides, LibAnswers Live Chat, and LibCal Scheduling Services

We’ve written this stellar FAQ on three different ways you can embed your LibAnswers and LibChat content in your Blackboard, Moodle, Canvas, Sakai, and other LTI-compliant courseware tools.

The first method outlines using LibGuides CMS’ LTI-integration which allows you to embed not only a LibAnswers FAQ search box and a live LibChat widget, but also links to related LibGuides, LibCal appointment scheduler for online/remote research consultations, content-specific library databases, and more.

LibGuides CMS LTI Tool – creating a Library Resources page in Canvas with LibGuides, LibAnswers, and LibCal.

If LibGuides CMS is not in the cards, don’t worry – the other two ways outlined in the FAQ provide detailed instructions for embedding LibAnswers and LibChat widgets using either Javascript or non-Javascript methods. Bottom-line, if you need to integrate the library’s virtual reference services into your courseware tools… we’ve got you covered.

LibAnswers Screensharing + LibCal = Booking Virtual Appointments

If classes have gone virtual, your students still need research consultations – albeit virtually. Use LibCal Appointments to setup, manage, and communicate online appointments and conduct those sessions using LibAnswers Screensharing. LibCal Admins, learn how you can setup the Appointment Scheduler for optimal usage. We even have a dedicated training session available to show you how you can use LibCal for booking virtual help.

  • Training Session – Use LibCal Appointments to Book Virtual Help/Reference Sessions: Learn how to use LibCal to allow users to book Online Help Sessions with Appointments. We will look at using LibCal’s Appointments module to make it easy for your patrons to book one-on-one virtual appointments with you. Whatever your online hosting service is, from Skype to Zoom to Screensharing in LibAnswers, we will look at how to make this service more accessible to your patrons. Some settings that we discuss are Admin only, but all are encouraged to attend.
    • Thursday, March 19: 2:00pm – 2:45pm U.S. ET

Public / State Libraries

Though your buildings are closing their doors, there is a need now, more than ever, to effectively communicate and share extremely important public safety information with your community. We’ve seen an uptick in the creation of COVID-19 LibGuides, especially as it relates to sharing information on what public services are available, what’s closed, and more. Your LibGuides help shatter myths about the virus and communicate real facts and tips. Here are some of our favorites.

COVID-19 LibGuides:

 

All Libraries – Virtual Reference & Instruction Services

No matter what type of library you’re from, if your doors are closing for two weeks, a month, or longer, you might be exploring ways to provide virtual reference & instruction services to your patrons from the comfort and safety of your home to the comfort and safety of their home.

LibAnswers Virtual Reference Platform

If you need assistance with quickly pivoting to remote-only virtual reference service we can help with that. If you do not have an effective online chat platform with email reference capability, FAQ creator, live chat with screensharing & webinars functionality, and social media monitoring, or if you haven’t yet set some of these options up in your system, we can get you up and running on our LibAnswers platform quickly, including plenty of training / online help: live and recorded sessions, Springboards, and SpringyU courses on FAQ Groups (limit to LibAnswers).

  • Pro-tip Idea: You can use the LibAnswers Systems and Status Dashboard to share the status of various institution, city, or community services. Is the dining hall closed till further notice? Mark it as closed in your Status Dashboard. Is city hall accepting only pre-booked appointments? Note that in your Status Dashboard.

LibWizard Self-Grading Quizzes & Interactive Tutorials

Some of you are getting word out that your doors are closing and that you’ll switch to online services exclusively with just a few hours or maybe even a full day of notice…if you’re lucky. If you’re scrambling to develop lesson plans or instruction packets for K-12 students who are facing school closures for 2 – 5 weeks or college-level students who are going 100% virtual through the end of the semester, create LibWizard self-grading quizzes and/or interactive tutorials.

LibWizard quizzes and tutorials:

  • Work on all devices from tablet to computer;
  • Allow you to create an unlimited number of self-grading quizzes and tutorials;
  • Provide real-time formative assessment with correct/incorrect help text;

For public and K-12 libraries, consider liaising with your local K-12 schools to assist teachers in creation of tutorials and quizzes. Academic libraries, reach out to faculty and consider embedding a tutorial or quiz inside courseware. Public librarians, your patrons are self-quarantining and really want to download some ebooks. Create an interactive tutorial teaching them how to search, find, and download ebooks.

LibWizard Interactive Tutorial on Downloading eBooks

 

All Libraries – Bulk Canceling LibCal Appointments, Spaces & Equipment Reservations

If your building is closing suddenly, there’s a good chance that patrons have scheduled in-person appointments and reserved spaces/rooms & equipment via your LibCal Appointments, Spaces & Equipment modules. Now you have to cancel a lot of upcoming reservations and appointments…quickly. We’ve coded and released a new bulk delete feature for the LibCal Appointments, Spaces, and Equipment modules to help you with that process. This feature will be available to all regions by Tuesday, March 17.

LibAnswers 24/7 Global Cooperative

If you need extra (online) hands to staff and monitor chat to ensure after-hours, regular hours, or full 24/7 coverage, we can help with that, too. Our LibAnswers 24/7 Global Cooperative is the largest virtual reference cooperative in the world and our co-op librarians can lend a helping hand.

For those libraries who are already members of the LibAnswers 24/7 Global Cooperative, you might be noticing an increase in your virtual reference traffic due to campus closures, event cancellations, etc. We want to assure you that we are prepared to handle increases in chat traffic due to COVID-19. Our service philosophy, irrespective of COVID-19, is that we monitor incoming chat traffic trends and adjust staffing accordingly. This is to ensure that your patrons will enjoy shorter wait times and receive high-quality chat reference assistance 24/7/365.

COVID-19 Dedicated Training Series

Quickly pivoting to working from home might be new territory for you, so we’ve created several training sessions that cover: ways you can communicate important information to your community, building a LibGuide for a class that’s gone completely digital, and more. Can’t attend any of the below sessions? Don’t worry, all sessions are recorded and available online shortly after the session is held.

  • Keeping Important Info Up-to-Date with LibAnswers Widgets – manage important information about your library, school, university or business, etc, in relation to the current crisis. By creating a COVID-19 FAQ Group in LibAnswers embedding and updating important information will be easier. With widgets you will only need to update information in one location and it will automatically be updated everywhere your widgets have been used.

    •  Monday, March 16: 1:00pm – 1:45pm U.S. ET

  • Build-a-LibGuide for a Class That’s Just Gone Digital – with changes to how classes are being conducted, we need to adapt our methods for sharing information and resources. Join us for a 40 minute session where we will look at creating a guide to support a course that has just gone online.  This session assumes a base knowledge of LibGuides. If you are new to LibGuides we recommend that you watch or attend the Building a Guides Session prior to this one.
    • Wednesday, March 18: 2:00pm – 2:40pm U.S. ET
  • Use LibCal Appointments to Book Virtual Help/Reference Sessions –  learn how to use LibCal to allow users to book Online Help Sessions with Appointments. We will look at using LibCal’s Appointments module to make it easy for your patrons to book one-on-one virtual appointments with you. Whatever your online hosting service is, from Skype to Zoom to Screensharing in LibAnswers, we will look at how to make this service more accessible to your patrons. Some settings that we discuss are Admin only, but all are encouraged to attend.
    • Thursday, March 19: 2:00pm – 2:45pm U.S. ET
  • Engaging Online Learners with Quizzes & Tutorials – with the move to online instruction across the world, learn how you can create online quizzes and tutorials using LibWizard to supplement your instruction programs.

    • Tuesday, March 24: 2:00pm – 3:00pm U.S. ET

Bottom-line: we know that this is a very stressful and unnerving time-period. Both you and your patrons are going through a drastic shift, and we want you to know that we’re with you each and every step of the way. Springshare has you covered.

Update Regarding Coronavirus (COVID-19) – Your Springshare Service will Continue Uninterrupted

We at Springshare see our mission as twofold: First, as a software company we provide web-based SaaS solutions to help libraries with their communication, outreach and user engagement efforts. Second, we strive to provide you with amazing support to help you accomplish your goals of assisting patrons with their research and information needs through our software. With the coronavirus (COVID-19) outbreak, many institutions are canceling programs, classes, and events, while at the same time putting more emphasis on online teaching and learning (online-only classes and the like). Subsequently, the demand for your online & virtual services, online outreach, and online communication in general will certainly increase, too.


To that end, you have questions about how Springshare will be able to support you during this time. Rest assured we are ready to help and we’ll do what it takes to get you the assistance you need.

The Springshare Team – No Disruption of Service

UC San Diego’s LibGuide on the Coronavirus (COVID-19)

Springshare is a remote-first workplace and we do not anticipate any disruptions in our operations due to the COVID-19 outbreak, as most employees work from their home offices. We also have ample staff resources available, so if some staff members were to contract the virus and are unable to work, other staff members would take over their duties to ensure no interruptions to the Springshare service or our company workflows.

Our cloud-based server infrastructure is located in various data centers around the world, hosted by AWS (Amazon Web Services), and we have no reason to believe that there would be server outages and/or connectivity problems due to COVID-19.

Therefore we believe that Springshare services and the availability of our apps will not be impacted by this outbreak.

Attendance at Upcoming Conferences & Shows

There are several upcoming conferences where Springshare has planned to attend. We currently intend to go to all upcoming conferences, unless they are canceled.

  • SCELCapalooza Vendor Day: March 12
  • Computers in Libraries (Booth #315): March 31 – April 2
    • UPDATE: This event has been canceled. Official statement from CIL.
  • ELUNA Annual Meeting: May 5 – 8
  • ALA Annual Conference: June 26 – 29

LibAnswers 24/7 Chat Cooperative – We are Prepared for Potential Increases in Chat Traffic

On February 28, the LibAnswers 24/7 Global Chat Cooperative launched! For those of you noticing an increase in your virtual reference traffic due to campus closures, event cancellations, etc…we want to assure you that we are prepared to handle increases in chat traffic due to COVID-19. Our service philosophy, irrespective of COVID-19, is that we monitor incoming chat traffic trends and adjust staffing accordingly. This is to ensure that your patrons will enjoy shorter wait times and receive high-quality chat reference assistance 24/7/365.

Our mission is to help you succeed – by providing great service to your users. To that end, since the Cooperative is staffed not only by Springshare 24/7 Librarians but also by libraries around the world who contribute hours to the Cooperative, we ask that you send any contribution hours changes here. We also request that you honor your contribution schedule during these uncertain times. We will continue to monitor the chat activity across the Global Cooperative and make adjustments, and communicate information, as appropriate.