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Virtual Reference Best Practices

Training document from Ann Walaskay at OCC

February 14, 2020, email from Sandy

This is our official ‘Going Live’ on February 28 email. Please share this with the site coordinators for each of the ResearchHelpNow libraries. I know it’s a lengthy email (we did our best to keep it as short as possible!) but it contains all really important stuff – so please take the time to read the below carefully. If you have any questions, email us at qp@springshare.com.

  

Important Information

  • Going Live - The LibAnswers 24/7 Cooperative is going live on at 8:00am U.S. Eastern TimePick any time after 8am US Eastern to go live with LibAnswers. What does it mean to go-live with LibAnswers? More on that below in the Things To Do ON February 28, Go-Live Date section. If you’re in a non-US E.T. time zone, use this time zone converter to calculate 8am US E.T. into your local time.
  • Test-Run - We are performing a test-run of the Global Cooperatives on Friday, February 21.  We will send a separate email to contributing-libraries only (i.e. libraries that answer questions on behalf of the global cooperative) next week outlining the process for the test-run with instructions on how to join us. There’s no obligation to join us for this test run, it is completely optional, but it will give you some experience on handling chats in LibAnswers before the go-live date!
  • QuestionPoint Local Knowledge Base Migration – if you’re using QuestionPoint’s Local Knowledge Base, we’re currently working on migrating your local KB into LibAnswers. This will be done before you go-live.
  • Data Migration – We are committed to migrating 3-years of your QuestionPoint data into LibAnswers. More on that below in the After You Go Live section.
  • Scheduling –  If you’re a contributing library, you will keep your same schedule (i.e. if you’re scheduled to monitor the Cooperative from 1pm – 2pm on Tuesdays, that schedule will persist after you go live with LibAnswers). If you need to schedule permanent changes to your regularly scheduled shifts, please do so on the wiki: http://wiki.questionpoint.org/w/page/137030397/schedule_migration.
  • We’re Ready – The LibAnswers 24/7 Cooperative is launching on Feb 28 with over 70 libraries. Additionally, we’re hiring more Springshare 24/7 librarians to monitor both the LibAnswers 24/7 Cooperative and the QuestionPoint Cooperatives during the overlap period to ensure a seamless transition.

  

Things To Do Now in Preparation of Your Go-Live Date

As we get closer to February 28, there are things you’ll want to do in preparation to ensure a smooth transition on the go-live date.

 

  1. Training – if you haven’t already, attend training! I know several of you have been working with Maria on specific training for your RHN-Coop, and she’s cc’d on this email if you’d like to discuss that further. Additionally, you can watch our more ‘generic’ training our training calendar available here: https://calendar.springshare.com/calendar/qp-transition. Can’t attend the live training, we’re adding recordings of all of our sessions here: https://buzz.springshare.com/qp-migration/coop-training-video.
  2. Identify All Your Webpages with Chat Widgets – Use the attached spreadsheet (Updating-QuestionPoint-Widgets.xls) to identify and document all your webpages that have a QuestionPoint chat widget. This way, on your go-live date, you can easily go down the list and replace those QuestionPoint chat widgets with LibAnswers chat widgets.
  3. Replace QuestionPoint Email Question Form / Email Forwarding  – If you’re using QuestionPoint’s Email Question Form or QuestionPoint’s Email Forwarding, you can start using LibAnswers now for both of those tasks. Both functions are done in LibAnswers > Admin > Queues area and are covered in this training session: https://buzz.springshare.com/qp-migration/coop-training-video#tickets. You can replace your existing QuestionPoint Email Question Forms and QuestionPoint Email Forwarding any time between now and Feb 28 go-live date. This way, your librarians can start using LibAnswers for these functions and get a feel for the system before the cooperative’s go-live date.
  4. Migrate SMS / Texting Number – If you’re using SMS/Texting Functionality in QuestionPoint, please contact us ASAP about migrating your SMS number: qp@springshare.com
  5. Update/Check Your Policy FAQ – We’ve already migrated your policy page from QuestionPoint into LibAnswers (Admin > FAQ Group). Please take time to verify the information in your Policy FAQ is up-to-date and current.
  6. Libraries with Separate LibAnswers Subscriptions - Complete Steps on Your Implementation Plan – Doublecheck your dedicated page on your implementation plan (Tab #9) that we’ve already sent you, (https://docs.google.com/spreadsheets/d/13r8tcaqRqQC_a3aq8vbvcHwdxak0SjI6WwzUCqhwtnE/edit?usp=sharing) and be sure to complete those steps. Do check with RHN-Admins before you check off those items because there are multiple libraries in your group and if you check it off, it’s as-if ‘everyone’ has checked it off. For libraries using the shared system (researchhelpnow.libanswers.com), your RHN-Admins are working/or have already completed steps for you to go-live.
  7. Create Chat Widgets  – Be sure to either edit your existing LibAnswers chat widgets (if you’re a long-time LibAnswers user) or create new chat widgets (if you’re brand new to LibAnswers) that:
    1. Fall back to the ResearchHelpNow Cooperative AND the Global Academic Cooperative. Related help document: https://ask.springshare.com/libanswers/faq/2339;
    2. Have the correct ticketing queue selected for post-chat follow-up and have local and co-op greeting messages enabled. Related help document: https://ask.springshare.com/springboards/faq/1880.
  8. Pick a Time to Go Live – You can go-live with LibAnswers any time after 8:00am US Eastern Time. We strongly recommend that you pick a time and communicate that with your chat operators so they know when to switch over from answering chats in QuestionPoint to answering chats in LibAnswers.
  9. Inform Operators to Check Their LibAnswers Nicknames – In LibAnswers, chat operators can chat using their full name or designated nickname. Ask chat operators to sign into LibAnswers and update their profile settings to display their full name or a designated nickname. FAQ:https://ask.springshare.com/libguides/faq/1207.

 

Things To Do On Your Go-Live Date

Here are the important steps to complete on February 28, Go-Live Date / Go-Live Date.

 

  1. Switch Chat Widgets At Your Pre-determined Go-live Time - Switch widgets/URLs from QuestionPoint to LibAnswers. After all widgets/URLs have been replaced with LibAnswers chat widgets, tell operators to sign-out of QuestionPoint. 
    1. From then on, they’ll use LibAnswers.
  2. Sign into LibAnswers > LibChat Operator Console At Predetermined Go-Live Time  – Inform chat operators to now sign into LibAnswers > Chat Operator Console at your predetermined go-live time. 
    1. At your go-live time, if you’re answering chats locally only (i.e. you don’t contribute to the global academic cooperative or it’s not your scheduled time in the academic global cooperative) then do not sign into the global academic co-op in LibAnswers. Only launch local monitoring, and/or ResearchHelpNow-Cooperative monitoring, and not global academic cooperative monitoring. FAQ covering cooperative monitoring: https://ask.springshare.com/libanswers/faq/2341.
  3. Bookmark this support URL – if you have any questions and need help, contact us here:https://ask.springshare.com/ask. We have a special support team monitoring questions all weekend. Do not email qp@springshare.com as this email will not be checked until Monday, March 2.

 

After Your Go-Live:

Here are things that will happen after your go-live date.

 

  • Migrating 3 years of QuestionPoint Email/Chat Transcripts – We are committed to migrating the last 3 years of QuestionPoint Email and Chat Transcripts into LibAnswers. Because one-to-one conversion isn’t possible, the method and style of which QuestionPoint records this data does not directly map to LibAnswers. Your historical data from QuestionPoint will display in LibAnswers as a specific portal to view this historical data.  We don’t have the specifics of when this data will migrate into your LibAnswers system via a special portal interface as we’re still working with QuestionPoint on the manner/method/means of migration but it will occur after your go-live to ensure the most accurate data is reflected in your LibAnswers QuestionPoint Portal Stats area.
    • But, in the meantime or in addition, you might also want to download your QuestionPoint service data onto your own local computers. Instructions attached (Retrieving_QP_Service_History.pdf).

 

If you have any questions, please don’t hesitate to email us at qp@springshare.com. On the go-live date, however, please contact us here https://ask.springshare.com/ask as we’ll have dedicated staff on duty monitoring your questions. 

 

Best,

Talia

 

 

Talia Richards

Jan. 27 - LibAnswers Login for libraries with LibAnswers accounts - SC4

From Sandy McCarthy Jan. 27, 2020

Update to RHN Intranet access from https://researchhelpnow.libanswers.com/

 

To access the RHN Intranet – you must be logged in.  You can view the RHN Intranet at the bottom of the Libraries list when you are logged into RHN LibAnswers. All 11 libraries / vr librarians have access to the RHN Intranet.

 

Important – for the 5 libraries (Cleary, MSU, SC4, SAU, and JC), I have created a login for you that gives you access to the Intranet. You can also edit the content.   You might have received an email this morning.  How to access?

  1. Go to https://researchhelpnow.libanswers.com/
  2. Go to the bottom of the page and click login
  3. Use your Springhare login  username / password
  4. Go back to https://researchhelpnow.libanswers.com/   to see the RHN Intranet link from Libraries

 

Eventually, I will add all the librarians from the 5 libraries to have access to the Intranet.  

Sandy

General information regarding migration

Email dated 10 December 2020

Hi VR Managers,

Elizabeth and I received ADM training yesterday from Maria at Springshare.  Here’s an update:

Implementation Document https://docs.google.com/spreadsheets/d/13r8tcaqRqQC_a3aq8vbvcHwdxak0SjI6WwzUCqhwtnE/edit#gid=0 – look at the bottom for each tab as it represents each step in the process.

11 Libraries with no LibAnswers

  • The current set up is for the 11 libraries that do not have LibAnswers  Module.  If you look at the implementation document, Elizabeth and I will be completing Steps 1 – 6 before we go off on break
  • Note: Step 3 Policy Page / FAQ   -  Springshare is bringing over the information from the current QP Policy Page.   Springshare terminology       Policy Page =  FAQ  Page
  • We are stopping after completing Step 6 as Local Co-op -- The RHN-Academic Co-op is still in the works (not ready at this time).
  • https://researchhelpnow.libanswers.com/   login for the 11 libraries – we will create your account.

5 Libraries with LibAnswers

  • For the 5 libraries with LibAnswers – There is no set up at this time as the Local Co-op -- The RHN-Academic Co-op is still in the works. Springshare will let us  know when it’s ready.
  • Once the Local Co-op RHN Academic is working, then you will begin with Step 9.  
  • Note:  For the 5 libraries with LibAnswers, you must be on version 2. 

Springshare Training for Migration – Anyone is welcome to sign up for any of the training going on each week.  Look here:

Local Co-op -- The RHN-Academic Co-op – when this is ready, we will all receive additional training and will continue with the steps in the Implementation Document.

    It’s my guess this will be in January at this point. 

You can contact either Elizabeth or me with your questions.

Sandy C. McCarthy

  • Faculty Librarian
  • GM 126
  • Washtenaw Community College
  • mccarthy@wccnet.edu | 734-677-5293

 

Email dated 13 December 2019

Hi Managers,

I just finished a live webinar called “24/7 Chat - Join the LibAnswers Community”

There are three levels of service they are offering:

Contributing – (Give and receive)

                This is  use

Complete 24/7 Coverage – noncontributing (receive only)

                Library does not cover chat at all

Non-contributing (receive – give local only)

                Still pay for 24/7 coop pick up

I have a concern that we will be covering for libraries that do not contribute to the coop!  Need to question Springshare about the coverage of the other two types of services. 

They are going with a model that you don’t have to contribute to co-op to be part of 24/7 co-op.  We need to voice our concern or get a very deep discount with our service.

Other update:  There is a dedicated update page for our co-op at https://buzz.springshare.com/springynews/news-46/libanswers-24-7-co-op

Calendar Webinars – overview of Coo-op   -- worth listening in https://calendar.springshare.com/calendar/qp-transition/?cid=11727&t=d&d=0000-00-00&cal=11727

Sandy McCarthy

Email dated 20 November 2019

Hi Managers,

Notes from November 13, 2019 Meeting between Ann, Sandy, Stephanie, Mazen, and Talia. https://buzz.springshare.com/qp-migration/training-videos/software-only   Training videos / live Webinars mentioned during our talk todayWe will follow up with asking for Implementation Notes

We will follow up with a comparison chart of LibAnswers subscription and RHN Department LibAnswers
Collaborative Cost models – Send Ann and Sandy you proposed cost model by 5 p.m.  Monday, November 25

Ann and Sandy meet virtually with Stephanie Davis MCLS on Tuesday, November 26 at 10 a.m.

General information regarding migration

Email dated 10 December 2020

Hi VR Managers,

Elizabeth and I received ADM training yesterday from Maria at Springshare.  Here’s an update:

Implementation Document https://docs.google.com/spreadsheets/d/13r8tcaqRqQC_a3aq8vbvcHwdxak0SjI6WwzUCqhwtnE/edit#gid=0 – look at the bottom for each tab as it represents each step in the process.

11 Libraries with no LibAnswers

  • The current set up is for the 11 libraries that do not have LibAnswers  Module.  If you look at the implementation document, Elizabeth and I will be completing Steps 1 – 6 before we go off on break
  • Note: Step 3 Policy Page / FAQ   -  Springshare is bringing over the information from the current QP Policy Page.   Springshare terminology       Policy Page =  FAQ  Page
  • We are stopping after completing Step 6 as Local Co-op -- The RHN-Academic Co-op is still in the works (not ready at this time).
  • https://researchhelpnow.libanswers.com/   login for the 11 libraries – we will create your account.

5 Libraries with LibAnswers

  • For the 5 libraries with LibAnswers – There is no set up at this time as the Local Co-op -- The RHN-Academic Co-op is still in the works. Springshare will let us  know when it’s ready.
  • Once the Local Co-op RHN Academic is working, then you will begin with Step 9.  
  • Note:  For the 5 libraries with LibAnswers, you must be on version 2. 

Springshare Training for Migration – Anyone is welcome to sign up for any of the training going on each week.  Look here:

Local Co-op -- The RHN-Academic Co-op – when this is ready, we will all receive additional training and will continue with the steps in the Implementation Document.

    It’s my guess this will be in January at this point. 

You can contact either Elizabeth or me with your questions.

Sandy C. McCarthy

  • Faculty Librarian
  • GM 126
  • Washtenaw Community College
  • mccarthy@wccnet.edu | 734-677-5293

 

Email dated 13 December 2019

Hi Managers,

I just finished a live webinar called “24/7 Chat - Join the LibAnswers Community”

There are three levels of service they are offering:

Contributing – (Give and receive)

                This is  use

Complete 24/7 Coverage – noncontributing (receive only)

                Library does not cover chat at all

Non-contributing (receive – give local only)

                Still pay for 24/7 coop pick up

I have a concern that we will be covering for libraries that do not contribute to the coop!  Need to question Springshare about the coverage of the other two types of services. 

They are going with a model that you don’t have to contribute to co-op to be part of 24/7 co-op.  We need to voice our concern or get a very deep discount with our service.

Other update:  There is a dedicated update page for our co-op at https://buzz.springshare.com/springynews/news-46/libanswers-24-7-co-op

Calendar Webinars – overview of Coo-op   -- worth listening in https://calendar.springshare.com/calendar/qp-transition/?cid=11727&t=d&d=0000-00-00&cal=11727

Sandy McCarthy

Email dated 20 November 2019

Hi Managers,

Notes from November 13, 2019 Meeting between Ann, Sandy, Stephanie, Mazen, and Talia. https://buzz.springshare.com/qp-migration/training-videos/software-only   Training videos / live Webinars mentioned during our talk todayWe will follow up with asking for Implementation Notes

We will follow up with a comparison chart of LibAnswers subscription and RHN Department LibAnswers
Collaborative Cost models – Send Ann and Sandy you proposed cost model by 5 p.m.  Monday, November 25

Ann and Sandy meet virtually with Stephanie Davis MCLS on Tuesday, November 26 at 10 a.m.