Information for Site Coordinators (Word)
Chat
- Agent names: Agents can change their own names and passwords. It is recommended that each librarian include the name of his/her library in his/her name. If you are a Site Coordinator, contact Diana at sachsd@tblc.org if you would like to make bulk changes
- Response library: As Site Coordinator, you can create department (library) level scripts and bookmarks by clicking on Departments > Response Libraries (under general) > Select Your Library. Individuals can create personal scripts and bookmarks by clicking on Agents > Response Libraries
- Local Chat: Additional fields can be added to your library’s local chat form by contacting Diana at sachsd@tblc.org
Using InstantService to provide email reference gives libraries numerous customization options, integrated statistics and a robust management system for email. Questions from live chat can be easily forwarded for follow-up, and customers have a quick form to fill out for questions. This reduces the amount of spam to the reference email desk.
Customizations for email include:
- Customer form: Offers custom fields such as library card number, student ID, campus, and branch. These fields can be changed by emailing Diana at sachsd@tblc.org
- Customer/student auto-notification: An auto-notification is sent to your customer when your library receives his/her question. The message can be customized for your library. The default reads:
We have received your email message with the subject:
[%MAILMESSAGESUBJ%]
If you do not get a response within 48 hours, please send your message again.
Do not reply to this automated message.
Thank you.
Ask a Librarian
The reply can be changed or turned off by emailing new text to Diana at sachsd@tblc.org.
- Librarian auto-notification: Sign up your staff’s email addresses for auto-notification by changing this field in the knowledge base
- Categories: Local categories can be added or removed to fit your statistical needs by emailing Diana at sachsd@tblc.org. The default categories are:
- Closed – Answered
- Closed – Inappropriate
- Closed – Partially answered. No follow-up needed
- Closed – Unanswered
- FLAG FOR TECHNICAL ISSUE/SUPPORT
- Follow-up By Local Library Needed
- NOMINATE ME FOR EXEMPLARY REFERENCE AWARD
- Customer reply emails: Can be sent in either text format or HTML. The default is text, but you can change this to HTML by emailing Diana at sachsd@tblc.org
- Customer reply footer and headers: Can be added by emailing Diana at sachsd@tblc.org
Ask a Librarian @ your library
- Logos: Logos are available here. Logos can be customized by contacting Diana at sachsd@tblc.org
- Widgets: Embedded widgets are available for local desks by contacting Diana at sachsd@tblc.org
- Promotional materials: You may order ready-to-go promotional materials online, or you may order customizable digital files to which you can add your logo, link and information. Contact Diana at sachsd@tblc.org for more information
