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. IMPORTANT NOTE: You do not need to write in complete sentences!

• Question: What did they ask?

• Answer: How did you answer?

• Time Stamp: Current if submitting immediately after. Or if you forgot, you can edit the date and time of the question.

• Answered by: Should say Circulation Student

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

• READ Scale: This is the scale from the process page. Most questions you will answer will be 1 or 2. If you can't remember, hit the i buttion next to the scale. You will select a higher number on the scale if you are transferring the question to someone else.

• Library Department: For us, Dick Smith Desk.

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

• Patron Status: 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.

• College/School: You don't need to ask this of the patron. Try to figure it out based on the question. For example, if a student is needing to find books to teach in a kindergarten class, it would be Education. You might not be able to answer this every time, which is fine.

• Patron Location: Most of yours will be Stephenville. If you get a phone call and they another listed location, put that, otherwise select Stephenville.

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

Its THAT easy!

Below is an example of a filled out form. In this instance, a patron called and asked when the library closes.

Here is another example.

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. 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.