learning exchange may 15 - how to quickly and effectively implement a new email and chat service
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Leeds Beckett UniversitySarah Cohen and Andrew KeyHow to quickly and effectively implement a new email/chat serviceAnnaWhats it all about?Background/historyWhy/how we chose LibAnswersHow we implemented LibAnswers LibAnswers use & growthWhat weve struggled withBenefits weve seen so farFuture possibilitiesLessons learntQuestions
Anna2A short history of remote enquiry management at Leeds Metropolitan/Beckett University Library2001-The present
Sarah4How we implemented LibAnswers (Chat and Email)October 2014-Started using LibAnswers to answer chats
Andy5An Example of a Recent Questionpoint ChatPatron:23:14:46 2015/05/10 (GMT +0100)Chat Transcript: Hello, I need urgent help!Librarian:23:17:00 2015/05/10 (GMT +0100)Librarian a.librarian (24/7 Librarian)' has joined the session.Librarian:23:17:05 2015/05/10 (GMT +0100)Hello!Librarian:23:17:21 2015/05/10 (GMT +0100)I'm a librarian from Kansas helping to answer questions for your library. Is there an emergency?Librarian:23:17:52 2015/05/10 (GMT +0100)If there is an emergency, please call 911 immediately.Librarian:23:18:07 2015/05/10 (GMT +0100)If you simply have a reference question, please continue here.Patron:23:18:36 2015/05/10 (GMT +0100)Hi, I made a powerpoint presentation today and saved it on my computer in the library.. I also put it in my pen drive.. but it saved as a word documentPatron:23:19:10 2015/05/10 (GMT +0100)can you please login to the library computer and check if it is still thereLibrarian:23:20:20 2015/05/10 (GMT +0100)I'm very sorry, I'm unable to do that for you. I'm a librarian from Kansas assisting your librarians and do not have access. I do have a phone # you could call for more help though.Librarian:23:20:36 2015/05/10 (GMT +0100)Phone: The main phone number for Leeds Beckett University Libraries is 0113 812 1000. Students can call this for all enquiries 24-hours a day, 7-days a week.How we implemented LibAnswers (Chat and Email) pt2
November 2014- Started using LibAnswers to answer emails
Andy7LibAnswers use & growth-Chathttp://libguides.leedsbeckett.ac.uk/contact_usAndy8
http://libguides.leedsbeckett.ac.uk/contact_usMany amazing instant stats from Libanswers Software!
Andy11Software Helps Speed Up Turnaround Time
Andy12The bad news.
Andy13The good news.
Sarah14Into the future..
Sarah16Thank you for listening! Any questions?Sarah Cohen email@example.com
Andrew Key firstname.lastname@example.org
Anna Hepworth email@example.com