Archive for LibChat

The University of Liverpool Goes Global

with their chat, that is.

Let’s start at the beginning. Last summer, the University of Liverpool joined hundreds of other libraries in migrating from OCLC QuestionPoint to the Springshare 24/7 Global Chat Cooperative. If you weren’t aware, Springshare acquired OCLC QuestionPoint in May 2019, which migrated over the QuestionPoint 24/7 Reference Cooperative and all active QuestionPoint subscriptions to Springshare.

Before the migration, the University of Liverpool was a non-contributing member of the Cooperative. Meaning, they received overnight/backup coverage from the Co-Op, but didn’t contribute any hours. All that changed when they migrated to the Springshare 24/7 Co-Op. Like other academic libraries, they joined the Academic Co-Op. Springshare has two others (with more coming!): Public Library Co-Op and the En Español Co-Op.

With the migration came a ton of new exciting features in LibAnswers, including full-text searchable Policy FAQs, live screensharing with Zoom or Microsoft Teams, optional webcam, on-screen annotations, recording capabilities, and more. We added a ton of functionality for librarians to chat with each other and work together – especially in our new remote workplaces – including the ability to screenshare a meeting. We expanded our chat emoji library, added more customizable sounds for new chats, added the ability to automatically create a follow-up ticket from missed chats, and so so so much more.

Choose from over 400 emojis when chatting with patrons

Suffice it to say, all of these features make it so much easier, and dare we say fun, for libraries to contribute to the Global Chat Cooperative. And with the migration, the University of Liverpool changed their status from non-contributing to contributing – giving 15 hours/week to the Global Chat Cooperative. So, not only are their students receiving 24/7/365 chat support from librarians around the world… Liverpool librarians themselves are answering questions from patrons around the world too! Their chat service has truly gone global!

Are they happy with the service?

In a nutshell, yes! Here’s what they said in a recent interview:

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.

— University of Liverpool

Learn more at our live webinar!

If you’d like to learn more about the University of Liverpool going Global with Springshare’s 24/7 Chat Cooperative, join us on February 4 at 11:00am U.S. EST. And hear directly from Gwen Jones, Customer Services Online Manager from the University of Liverpool, discuss their experience offering 24/7 library chat to their students, and what it’s like helping other students around the globe.

REGISTER: THU, FEB 4 @11am U.S. EST

If you can’t attend the live webinar, register to receive the recording! It will be available, along with presenter slides/notes, on Buzz

Code Release: New LibAnswers, LibCal, LibStaffer & LibInsight features coming your way!

Happy New Year to all, and goodbye to 2020! We are pleased to open 2021 with some great improvements across several Springy apps. These releases are on their way to you next week and will be live in all regions by the end of the day on Friday, January 15. Read about: LibAnswers | LibCal | LibStaffer | LibInsight

LibAnswers

We are so very excited to introduce this newest LibAnswers release. This update brings our brand new Quality of Service suite of features – these features are designed to help you track and analyze how satisfied your patrons are with the service you provide via LibAnswers, and keep your finger on the pulse of how your users are feeling. Read on for all the details of these exciting new features. For full release notes of every feature that is rolling out in this update, please visit the Springshare Lounge Release Notes.

Quality of Service Features

Our new Quality of Service features are designed to help you collect feedback from patrons on their overall satisfaction with the service you provide via LibAnswers. These features will assist you with collecting direct patron feedback in the form of a follow-up user satisfaction survey that’s sent to patrons 24 hours after a ticket has been marked closed. In addition, these features include a wealth of indirect feedback on patron satisfaction, in the form of a suite of new metrics available for every ticket that show data related to time to first reply, total turnaround time, and number of interactions (i.e. the number of time that staff members interacted with a given ticket). 

Our new suite of Quality of Service features includes the following elements:

  • Image of Follow-up user satisfaction emailFollow-up User Satisfaction Email/Survey – With this new feature, you can create a follow-up user satisfaction survey and accompanying email to send to patrons. The survey you create consists of one customizable “rating” question in which you specify the number of values in the scale and customize the scale’s labels and layout, so it’s fully targeted to your users. Users will respond to this rating question directly in the email by clicking on their chosen response. Choosing a rating/response opens a new tab in the patron’s default browser which prompts users for additional free-text comments to explain the rating they’ve chosen.  Users will receive this email approximately 24 hours after their ticket has been marked closed, and users will only ever receive a survey once per ticket. 
  • Quality of Service Reports – These new reports gather all Quality of Service metrics and reports together in one place, so it’s easy to see your patrons’ satisfaction at a glance. Admins will find these reports at Stats > Quality of Service; here you’ll find reports on patron responses to user satisfaction surveys, as well as turnaround metrics that will help you investigate tickets with long vs short turnaround metrics. 
  • Updated Ticket Answer Page – We’re updating the layout on the ticket answer page to include all of the available turnaround time metrics (time to first reply, time to close, and total interactions). We’ve also made some additional changes in the page to better expose information about your patrons; you’ll see a new Patron Info box in the top, right corner of the page, which displays high-level info about the patron, responses they’ve provided in your question form, and their full patron history details, so you can view the full history of conversations with this particular patron. 

To start customizing your site’s user satisfaction survey and email, admins can head to Admin > Queues > Edit Queue > Quality

Excited? Us too!! And in even more exciting news, this is just our first step into giving you a full picture of your user’s satisfaction. In the coming months, we’ll also introduce a new suite of features centered around calculating your Net Promoter Score, a standardized industry metric of user satisfaction. We’re creating new widgets that can be embedded in any website and collect satisfaction data, as well as targeted reports that will showcase your users’ satisfaction and segmentation metrics. Stay tuned for this exciting new module, coming in the first quarter of 2021!

In addition to the new Quality of Service tools, we have so many more features coming in this release. For the full list of new features, please check out the Springshare Lounge Release Notes. There you can read about all of the new features we’re introducing, including:

  • We’ve added a couple of new LibChat settings:
    • To automatically create follow-up tickets from missed chats; and
    • To limit users to viewing chat transcripts only in departments to which they belong.
  • We’re adding a full emoji picker to the LibChat dashboard, so you can pick from a library of over 400 emoji with the click of a button! 🙂
  • We’re improving the connection between chats and follow-up tickets; now you’ll be able to view at-a-glance which chat transcripts and missed chats have had follow-up tickets created. 
  • Did you know you can launch a patron chat without a chat widget? It’s true! We’re expanding our documentation to make this clearer, and we’re also updating our direct chat link option so it can accept more query string parameters, so you can programmatically pass information like a user’s name and email address into a chat. Hello, chatbots! 

Upcoming LibAnswers Training Sessions:

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

LibCal

We’re happy to bring you the following LibCal updates to help improve Seat/Space booking daily operations and policies! Also included in this release are some helpful usability features as well as our new Email Queue feature, which you can read about further below.

Seats/Spaces & Equipment

  • We’ve added the ability to select multiple booking statuses when browsing the Booking Explorers for Spaces & Equipment.
  • If set for a location, the “Reminder” and/or “Follow-up” email info will now display in the booking details. Also, if mediation is enabled, the details of mediation approvals/denials will be available to view in the booking details.
  • A new location setting enables only LibCal Admin users to check users in or out of a booking.
  • The ability to modify the Check In/Out Date & Time fields for a booking is now available on the admin side, when viewing the details of a booking.

Appointments

  • If the availability duration entered does not meet the minimum requirement for a user’s set duration plus padding, the user will not be able to save the availability until making adjustments.
  • We’ve modified the stats report to only display available times for users currently assigned to a group.
  • When the Exchange/Outlook integration is enabled for an Appointments user, events created in Outlook by this integration will be marked “Private.”

Misc.

  • Verification of Email Delivery! From this release forward, you will be able to see whether an email was successfully sent out of LibCal, regardless of whether you are using the Springy email service or your own SMTP server. Head to Admin > System Settings > Email Queue to find filters with which you can narrow results, or to view the full contents of any email. Bonus! if an email was not submitted successfully and is marked with a “Failed” status, you can resubmit it. If your system sends out a large volume of email, you will also see any emails that are queued for impending sending.
  • You can now select which tab to land on when visiting the “Event Calendars” page. You can also specify a preferred Calendar. Go to Admin > Accounts > Edit Account > Preferences, or click your email address in the top, right corner to set preferences.

Upcoming LibCal Training Sessions:

Also check out our recorded sessions, and don’t miss the LibCal release notes on the Springshare Lounge! [Back to Top]

LibStaffer

  • We’ve modified the “Staff” Report so the correct “Next Shift” for a user always displays.
  • We fixed an issue that prevented schedules from printing in Landscape orientation.
  • Inactive users will now be available for reporting on the Scheduled Shifts report, when “All Schedules” is selected. These will be at the bottom of the staff list and be labeled “Inactive.”

Also check out our recorded training sessions, and don’t miss the LibStaffer release notes on the Springshare Lounge! [Back to Top]

LibInsight

Twelve Hour Time Format for Custom / Shared Dataset Recording – You will be able to select the time format to record any time-related fields in your custom/shared dataset. To select which time format you would like, head to System Settings > Dates & Currency > Record Data / Widget Time Format. Please note that the Analysis page will still render the entered time data in 24 hour format.

Filter COUNTER 5 Top 100 Titles by Platform

Ever wanted to view the Top 100 Databases, Journals, Books, Other titles by platform? Now you can! Simply select the individual platform you want to filter the top 100 title reports by in the COUNTER 5 Analysis page.

Check out the LibInsight release notes on the Springshare Lounge! [Back to Top]

That’s it for this round of updates from Springy HQ. 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 2021. We are always here for you if have any suggestions or questions.

ICYMI: Our First Springshare Learning Lab!

Just before the U.S. Thanksgiving holiday, we were thrilled to host the first session of our new client story + how-to webinar series: The Springshare Learning Lab!

Ken Winter kicked things off with a thoughtful discussion of his longtime remote working experience and its recent challenges. And how LibGuides, LibAnswers, and LibWizard have helped him and his team support their patrons during the pandemic. Next Springy Michelle highlighted using LibChat for internal staff communication, setting chat departments as fallbacks, and configuring a LibWizard form with conditional logic.

In case you missed it, the full recording is available! You can watch it below and find Ken’s slides on the Buzz site!

Got an after-the-fact question for Ken? Lounge members can ask it in his discussion thread that he’ll be monitoring for the next week or so. Any Springy user can request a Lounge account, and we have getting started guidance in our July newsletter.

Inspired by Ken’s presentation, Springy Michelle also created a special training on how to build an internal staff communication guide similar to the one in his session with LibGuides, LibCal, and LibAnswers. You can watch the recording in our training video library.

Up Next! Library Reopening at Gwinnett Technical College with LibCal Seats

Back in September, Gwinnett Technical College shared their reopening experience and how they’re using LibCal Seats to help reopen safely. For our next Learning Lab, Deborah George, director of library services, is going to share their story, give us an update, and answer audience questions. Following, we’ll look at some of the specific features they’ve found most useful during this reopening process.

Register today! COVID-19 – Bringing Patrons Back to the Building
Tuesday, December 8, 2020
11:00am – 12:00pm ET

Just getting started with LibCal Seats? Since we won’t have time to cover every setting during the Learning Lab, we have a full training session scheduled for the next day.

Register today! LibCal Seats – Get Your Library Ready to Reopen Safely
Wednesday, December 9, 2020
2:00pm – 3:00pm ET

We hope to see you at one or both of the sessions! Wishing you all a happy and healthy holiday season. 🙂

Promote Contactless Communication

In some parts of the world, lockdowns are taking place again. In others, the trend is heading that way. It’s looking like we’ll all be experiencing another shelter-in-place soon in order to stop the spread of this deadly virus. The good news, we know a lot more now than we did only eight short months ago. We’re not suddenly scrambling to a work-from-home environment or pivoting to online-only services in just a matter of days. To that end, we’d like to share our best tips for promoting contactless communication during yet another COVID-19 lockdown. Your patrons, students, customers might not be able to see you in person… but you can still ‘see’ them online.

Create Searchable COVID-19 FAQs in LibAnswers

Not only are we living through an unprecedented pandemic but an infodemic too. Your users are being inundated with conflicting and sometimes downright false “information”. It’s so hard to know where to go, online, to get credible information. Create COVID-19 searchable FAQs highlighting recent research, regional laws/regulations, and how the library’s hours/services are affected. This 35min training video covers how you can keep important information updated in your LibAnswers, including creating a COVOD-19 FAQ group.

Searchable COVID-19 FAQs in LibAnswers

Offer Live Chat with Screensharing/Webcam Functionality

You’ve spent time cultivating relationships with your patrons. They most likely know your face, your smile, and even your ‘funny’ jokes. (What building has the most stories? The Library! – cue the eyeroll). Those special bonds don’t need to end with remote services.  LibChat’s screensharing allows you to engage in back-and-forth chat and you can even conduct ‘live’ sessions with patrons with optional webcam functionality, recording, and more!

And, if you’re thinking you don’t have the bandwidth to offer chat or offer it for the number of hours your patrons would need it – our 24/7 Chat Cooperative is here to back you up with MLIS-degreed librarians. Enable 24/7/365 chat services or custom coverage hours.

What is the Status of Your Buildings & Services?

Is your building open? What about the 3D printer? Is curbside delivery available? Your patrons have questions about the status of your building, services, and more. Create a LibAnswers System & Status Dashboard (with an embeddable widget) and keep them updated 24/7 on your status. Make use of social media integration so if the status of a service changes, broadcast it out on Facebook and Twitter right from the Systems Status Dashboard. 


LibAnswers System & Status Dashboard

Keeping Staff Informed

It’s hard enough keeping staff updated and informed when you see them every day at the workplace. Updates to the manual go unnoticed. Post-it notes at the reference desk are overlooked. In our new work-from-home model, it’s even harder keeping staff informed especially if you’re relying on email and reply-all. We have some tips to help you use LibAnswers to create a powerful staff repository of information that is searchable, easily-updatable, and reduces your inbox clutter.

  • Create a robust internal staff knowledge base: Break out policies, login details, and staff-only information into individual restricted FAQs. It’s easy to search, browse, embed, and link them! This 26min training video covers all the steps.
  • Use LibChat for internal conversations & meetings: LibChat isn’t just for chatting with patrons. Set your chat status to internal and be available for quick chats with coworkers. Use LibChat screensharing to conduct internal meetings with a coworker or a whole department.
  • Create Internal Posts on the Systems & Status Dashboard: Not every post on the Systems & Status Dashboard might be suitable for the public. Create internal posts to update staff on a new process, COVID-19 restrictions, or planned downtime to a product or service.
Internal Posts on the System & Status Management Tool

Pickup Manager for Curbside/Contactless Communication

Our newest tool, Pickup Manager, integrates with multiple ILSes, LibCal, and LibAnswers to create a scheduling and communication platform for holds pickup. This way, your patrons can reserve their library items, schedule a time to pick them up, and communicate with you via chat and SMS/texting when they’ve arrived… all with seamless ILS integration to boot.

Springshare’s Pickup Manager

We’re In This Together

We know that this has been, and continues to be, an incredibly difficult and stressful time. Not only are you a library employee with all that entails but you’re also a friend, caretaker, child, or parent… trying to make sense of all the confusion, fear, and complexities that COVID-19 has brought both into your work-life and your personal life. And whether you’re working at the library or working from home, your work-lives and personal lives are now more intertwined than ever. How do we know this, well – because we’re going through this with you. Our Springy employees work-from-home and are now full-time teachers, caretakers, and more. And supporting loved ones who are working, and who are also dealing with the isolation that comes with the pandemic. So we know what you’re going through, because we’re going through it right alongside you. And we’re here to help. So, don’t hesitate to reach out to us with any questions, feedback, requests, recipes, or tips on keeping a 7 year old engaged in their Zoom class! We’re here to help and we’ll get through this in our typical Springy fashion… together.

Supporting Staff & Students 24/7 with Local & Academic Chat Co-Ops

You could say this week feels like ‘peak 2020’ and that’s not a good thing. It’s hard to stick to business as usual right now when anxiety is high and the future is uncertain around the globe. But the dates on the calendar keep ticking by, classes are continuing, and students are seeking help.

We’re working with an immense amount of stress, and we all need each other to get through this. And looking at and beyond our own workplaces, we could all benefit from a strong network of support. And gain some reassurance that staff and students will have the help they need when they need it.

A couple of weeks ago, we shared the experiences of two public library cooperative members – Denver Public Library and Arlington Heights Memorial Library. Today, we have word from two academic consortium library groups using local and academic chat cooperatives to support their staff members and their students alike!

Virginia’s Community Colleges (VCCS) and California Community College Library Chat (CCCLC) group both frequently assist students who work and have other responsibilities during “regular business hours” – perhaps even more so during the pandemic. The individual colleges and libraries range in size and available staff, but together the two groups serve over 900,000 students.

VCCS and CCCLC have two layers to their cooperative – first, their own network of local librarians that answer student questions within their consortium – plus additional help from the Springshare 24/7 Global Chat Cooperative’s (Co-Op) dedicated Academic Global Cooperative with its team of librarians.

The Co-Op is always there to help, especially during peak times, in the evenings, and on weekends. It ensures their students can get help 24/7/365 from a professional MLS-degreed librarian. And with LibAnswers, it’s easy for them to allow their librarians “first dibs” on each other’s chats, but then utilize the 24/7 global librarian network when they need it.

“Always Online” for Virginia’s Community College students

Virginia’s Community Colleges (VCCS) is composed of 23 community colleges in the state of Virginia, U.S., that serve over 200,000 students. And all of the libraries in its group use LibAnswers with LibChat to help students across their colleges – as well as provide help to students around the world and receive help from 24/7 Springshare librarians and other Co-Op librarians.

The below responses from its local and contributing cooperative librarians have been edited for brevity and clarity. 🙂

Are you noticing any trends in student questions and traffic numbers so far this fall? 

Certain campuses are seeing a drastic increase in chats during remote learning: 

  • “When NVCC went remote, we moved all our reference desks online, meaning that we cover the chat as if it is our reference desk during regular business hours.  Our chat numbers have increased drastically with remote learning. We love that we can help so many of our students and are grateful for the assistance we get from the VCCS and 24/7 Co-Op librarians in answering so many questions.” – Northern Virginia Community College (NOVA)

Others are seeing fewer chats, possibly due to everyone “just completely gobsmacked and shell-shocked” with the move to online. However, Germanna Community College sums it up nicely:

  • “This has been a real help to us! Going online during the pandemic has made us more aware of what students need from us to be successful. The chat can at least give students the sense that there really is someone else out there who cares and wants them to be successful.”

How has 24/7 chat supported your staff and students? What are some of the benefits of using LibAnswers/LibChat platform?

  • “24/7 chat gives students the flexibility to get help when it is most convenient for them. Providing live assistance gives them peace of mind during an already difficult time due to COVID-19 and the switch to online learning. It has been inconvenient for many students to not be able to physically come to the library, so at least this way they have easy access to help, which aids them in their virtual learning experience.” – Germanna Community College
  • “I appreciate how easy it is to submit a ticket for a chat in LibChat.  I feel like we are getting more LibAnswers tickets than we did previously, and I really appreciate that this feature is seeing increased usage as tickets allow me to offer students additional assistance.
    One of the features that I know everyone loves is screensharing. We use this feature a lot and find that it really helps when there are language barrier issues or when a visual demonstration will be more effective than a typed description.” – NOVA
  • “The great thing about LibChat/LibAnswers is it not only provides online support for students, but every chat engagement is an opportunity to glow up on your reference skills.” – Tidewater Community College

Providing 24/7 live assistance gives them peace of mind during an already difficult time due to COVID-19 and the switch to online learning. It has been inconvenient for many students to not be able to physically come to the library, so at least this way they have easy access to help, which aids them in their virtual learning experience.

How does the Academic Global Cooperative support the local VCCS cooperative? 

  • “We now have more online students than ever before, and LibChat makes it easier to reach them. The 24/7 Co-Op means that even as we’ve had to shorten library hours, our students can still get help at any time.” – Tidewater Community College
  • I’ve noticed that the Academic Global Cooperative and Springshare 24/7 librarian staffing levels appear to be in line with the number of questions received during the shifts that I cover. I don’t think we can underestimate the superior service that a 24/7 platform staffed by professional librarians offers students!” – VCCS Cooperative librarians

I don’t think we can underestimate the superior service that a 24/7 platform staffed by professional librarians offers students!

What do you think is a 24/7 chat support’s role in student success? How does it fit into your long-term library services strategy?

  • “We offer multiple channels for students to gain assistance with library services and resources – whichever channel is most appropriate or comfortable to them. By placing the library where the students are with chat, they have immediate access to professional assistance and quality service, setting them up for success.” – Danville Community College
  • “The cooperative’s role in providing 24/7 research support for students is an important service to community college students… In addition, non-traditional college students may lack basic research skills, technological skills to navigate library resources. The chat service enables librarians to provide assistance and basic instruction that critically impact student success.” – VCCS Cooperative librarians

CCCLC: There for their students – and each other – across 44 California colleges

The California Community College Library Chat (CCCLC) group is made up of 44 community colleges’ libraries across California serving approximately 720,000 students. According to Technical Services Librarian Glorian Sipman, the libraries are a pretty tight-knit group!

And when CCCLC librarians have to be offline during evenings and weekends, or even due to staffing changes, the Academic Global Co-Op is there to pick up chats from night owl and nontraditional students asking any questions.

Again, the below responses from CCCLC libraries have been edited for brevity and clarity. 🙂

How does the Academic Global Cooperative support the local CCCLC cooperative?

All responding libraries receive help in the evenings and on weekends. For the group in general, the Academic Global Cooperative & 24/7 librarians really help us out late in the evenings and on Fri/Sat/Sun. They do backstop us at other times if we’re busy.

  • “Cerro Coso really appreciates the Academic Global Cooperative, especially when most of the CCCLC participants are working day jobs in a California time zone and students are writing term papers at 3am. The global support helps us expand our services to reach our night owl students without requiring us to find local staff willing to work those times.”
  • “Grossmont College has no adjunct budget since July 2020. We also have full-time librarians on leave, so our chat monitoring hours are very limited. The Academic Global Cooperative (and local CCCLC cooperative) have been lifesavers for our students. We truly would not be able to get along without the backup chat reference service the cooperative provides.”
  • “College of the Desert currently has limited staffing when it comes to librarians and we are grateful for the backup and support we receive from the CCCLC cooperative, especially on Fridays, nights, and weekends when a COD librarian is not available.”
  • “College of the Canyons librarians monitor the CCC queue at all hours that we staff LibChat, also providing six hours of Global coverage per week.  We find that we respond to more questions from students from other colleges than our own!”

If there’s any silver lining to this pandemic scenario, it’s that our chat service is getting more promotion and use. We are very grateful that the Academic Global Cooperative is able to help us provide anywhere, anytime service to our students at their convenience, considering many of them may be trying to juggle work and kids at home, doing their own schoolwork after hours.”

Are you noticing any trends in student questions and traffic numbers so far this fall?

Libraries are seeing slight increases to huge increases while all classes are online this semester – and will likely be online in the spring.

  • “MiraCosta is seeing a lot more chats during the day than before. We are completely online this semester (as we were last semester and will likely be next); chat is one of the main ways we are serving our students’ reference and instruction needs.”
  • “Los Angeles Pierce College has seen a huge increase in chat use this fall. With no in-person services available, all of our reference services have been taking place through LibChat.”

How have the local CCCLC and Academic Global Co-Ops added value to your existing chat services? Any surprising benefits of using LibAnswers/LibChat?

  • “The Cerro Coso Library is quite small and can only staff our chat 1-2 hours a week… Having a chat function not only provides another method for our students to interact with librarians but it also drastically increases the number of hours in which students can get personalized help immediately, regardless of our own opening times or staffing issues.”
  • “I don’t think it is a surprising benefit because we have been experiencing it for many years, but having other CCC librarians available really helps as they understand exactly who our Solano students are and are familiar with many of the resources because we share a database consortium as well. So they bring an added benefit which makes helping students more seamless and apt.”
  • The screensharing functionality of LibChat is a game changer. Its simple integration makes it easy to set up Zoom sessions when students need it most. This has come in handy for many unique issues – connectivity, database walk-through, and citation help. When I think about citation assistance, specifically, it’s the perfect option to teach a student “to fish” rather than doing the tedious work of copyediting.” -MiraCosta Library

The Cerro Coso Library is quite small and can only staff our chat 1-2 hours a week… Having a chat function not only provides another method for our students to interact with librarians but it also drastically increases the number of hours in which students can get personalized help immediately, regardless of our own opening times or staffing issues.

What do you think is a 24/7 chat service’s role in student success?

  • “Clovis Community College is very thankful to the Academic Global Cooperative because those librarians make it possible for our students to have access when we are offline and the CCCLC librarians are not available. That is important now more than ever. Our students have used these middle of the night services, so having that access makes a difference.”
  • “By being part of the cooperative, San Bernardino Valley College truly offers 24/7 reference. Especially in this time of COVID-19, we appreciate the service.”
  • “Students need help in the moment and 24/7 chat provides that. Real-time chat (and potential Zoom) with a librarian at the point of need is invaluable. Grossmont College truly relies on this service to round out reference and instruction services–especially right now, while the library is closed to students.”

Thank you, Tara Cassidy at VCCS and Glorian Sipman at CCCLC! We appreciate you taking the time to share the experiences of your libraries. And we agree with you all — having a librarian there for students 24/7 can really set them up for success. Especially for students who work and have other responsibilities during the day and wouldn’t be able to reach professional support otherwise.

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

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.