Tracking questions in LibAnswers

Going forward, we will be tracking all questions at the desk through a LibApp called LibAnswers.  Openers will be responsible for logging into this site every morning just like the room reservation system.  The login information will be posted near each computer.

After answering a question, the following process needs to be done.

1. Navigate to the LibAnswers page.  It will look like this after you login.  Click on Ask a Librarian (as seen below).

2. The page we will be using to track questions looks like this.

3. Fill in each section of the form with the following information. Put as much information as you can.

• Question: What did they ask?

• Answer: How did you answer?

• Answered by: Should say Circ1 or Circ2

• Internal Note: Put your INITIALS if you were able to answer the question.  If you needed to transfer it, put who you transferred the patron to.

• Staff Location: For us, Circulation.

• Mode: Was this in-person or via phone.

• Interaction Type: Do your best to mark this based on the situation.  You do NOT need to ask every person who asks a question what their patron status is.  For example, if someone is needing a guest pass, they are a guest.

• Length of Time: How long did the interaction take you?

• Patron Status: Undergrad, Graduate, Faculty, Staff, or Guest. Do the best you can. You don't have to ask them what their status is.

• College: You may be able to infer which college they're from. Again though, you don't have to ask.

4. Once all the information is inputted, hit submit.

Its THAT easy!

Some of you may be asking, what questions do I have to input into this?

The answer is: Every question that pertains to the library and campus.  Even if you have get the same question over and over, be sure to log it every time.

• So when a patron asks if we have a room available and we don't, enter it.  (If we do, check the room out to them, no need to mark it as it will be reflected in the room stats)

• If they are having printer issues, enter it.

• If you transferred them to someone else or handed off to staff, enter it.

• If they ask a directional question, even something that is off campus, enter it.