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AskMN Staff Resources

This guide provides resources for AskMN staff on LibAnswers and migration from QP.

In This Section:

User Accounts

Policy Pages/FAQ's

Ticket Queues/Dashboard

Chat Widgets

Chat Departments

AskMN & 24/7 Reference Cooperatives

 

Terminology:

Coop Admins = Carla, Beth, Linda (Minitex)

Institution Admins = Admins from AskMN participating libraries

All Library Staff = any/all staff with a user account 

User Accounts

(aka staff accounts or librarian accounts)

For Institution Admins: Managing LibAnswers user accounts: https://ask.springshare.com/springboards/faq/1892

For All Library Staff: Customize your LibAnswers account settings: https://ask.springshare.com/springboards/faq/1889

 

Policy Pages/FAQ’s

LibAnswer's FAQ's will replace QP's policy page. FAQ's can be internal or public. Internal FAQ is used for policy page and only accessible by a chatting librarian via the LibChat Dashboard when chatting with your patron.

All QP policy pages have migrated over. Each library's policy page can be found by going to Answers > FAQ Entries. All policy pages are single FAQ entries. 

All Library Staff have access to create/edit/delet FAQ's(for your own library)!

Create/Update FAQ's:

 

Ticket Queues/Dashboard  

Your Ticket Queues are set up and ready to go!

The Ticketing Queue is used to manage post-chat follow up tickets and email reference questions (email ref is optional). Each group member will have its own ticket queue. Librarians from each group member are assigned to monitor their own ticket queue and answer tickets (you won't see tickets from other libraries in your ticket queue). Each library gets one ticket queue. If your library is looking for more customization please talk to Carla about what options are available.

For All Library Staff: Create and Manage Dashboard Views: https://ask.springshare.com/libanswers/faq/1586

For All Library Staff: How to Claim, Answer, and Manage LibAnswers tickets: https://ask.springshare.com/springboards/faq/1930

Transfering a ticket between AskMN libraries/LibSystems for both Shared Group System and Traditional LibAnswers Subscribers: You can now transfer a ticket (via the Assign/Transfer tab) to any AskMN library. So, a Hennepin County Library ticket can be transfered to ECRL. Also, a St. Kate ticket can be transfered to St. Thomas or another Traditional LibAnswers Subscriber. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Chat Widgets

All Library Staff have the ability to create/edit/delete chat widgets in their own library queue.

Create a Chat Widget: https://ask.springshare.com/springboards/faq/1880

How to add coop monitoring to a LibChat widget: https://ask.springshare.com/libanswers/faq/2339

Assigning a group member affiliation to a chat widget in a shared group system: https://ask.springshare.com/libanswers/faq/2370

Important Note about tiered structure when creating a widget that you want to be 24/7:

Begin widget monitoring:

  • from your department (library)
  • add fallback to the local coop (AskMN), found under 24/7 Coop pull down menu
  • add fallback to the Academic Global Coop or the Public Global Coop 
  • add fallback seconds for roll over to next level

Be sure to include the Group Affiliate field! This ensures the policy FAQ (policy page) for that institution will be readily available while chatting with patrons.

 

Chat Departments 

Your Chat Departments are set up and ready to go! Librarians are assigned to monitor their respective Chat Department.

For Institution Admins when they have the ability to create/delete user accounts to their library queue: Create and Manage LibChat departments & settings: https://ask.springshare.com/springboards/faq/1881

 

AskMN & 24/7 Reference Cooperatives