March 2019 - Lib-virtual-ref - University of Manitoba Mailing Lists

Re: [Lib-virtual-ref] Need VR coverage
by Diana Stojanovic-Lewis 26 Mar '19

26 Mar '19

Fastest response ever! Thank-you Svitlana Maluzynsky for covering both shifts. From: Diana Stojanovic-Lewis Sent: March 26, 2019 1:51 PM To: lib-virtual-ref(a)lists.umanitoba.ca Subject: Need VR coverage Good Afternoon I will be away April 1st & 8th. Would someone be able to cover those two shifts? thanks Cheers diana Diana Stojanovic-Lewis Library Technician University of Manitoba, Law Library 401 Robson Hall 224 Dysart Rd. Winnipeg, MB R3T 2N2 Phone: 204-474-7985 Email: diana.stojanovic-lewis(a)umanitoba.ca<mailto:diana.stojanovic-lewis@umanitoba.ca>

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Need VR coverage
by Diana Stojanovic-Lewis 26 Mar '19

26 Mar '19

Good Afternoon I will be away April 1st & 8th. Would someone be able to cover those two shifts? thanks Cheers diana Diana Stojanovic-Lewis Library Technician University of Manitoba, Law Library 401 Robson Hall 224 Dysart Rd. Winnipeg, MB R3T 2N2 Phone: 204-474-7985 Email: diana.stojanovic-lewis(a)umanitoba.ca<mailto:diana.stojanovic-lewis@umanitoba.ca>

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Re: [Lib-virtual-ref] Ask Us April 11
by Kyle Feenstra 26 Mar '19

26 Mar '19

Science is unable to cover their Ask Us shift from 7-8pm on April 11. Is someone available to cover Ask Us during that time? -Kyle Kyle A. Feenstra Coordinator, Learning & Instruction Support University of Manitoba Libraries kyle.feenstra(a)umanitoba.ca 204-480-1053 From: Amanda Jung <Amanda.Jung(a)umanitoba.ca> Date: Tuesday, March 26, 2019 at 11:16 AM To: Kyle Feenstra <Kyle.Feenstra(a)umanitoba.ca> Cc: Tania Gottschalk <Tania.Gottschalk(a)umanitoba.ca> Subject: Ask Us April 11 Hi Kyle, Our evening staff will be away April 11. Would you be able to find a replacement to cover the 7:00-8:00 pm shift? Sorry for the inconvenience. Amanda Jung Acting Supervisor | Sciences and Technology Libraries | University of Manitoba | 204.474.7414 [SciLib_logo_col_horz_small]

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Turning off monitored departments in Ask Us
by Kyle Feenstra 21 Mar '19

21 Mar '19

Hi Everyone It has come to my attention that staff may not be aware that they can turn off monitored departments in the Ask Us chat interface. When you are staffing Ask Us you are only responsible for responding to questions asked in the UM Department. You can turn off other departments by clicking on the green dot and turning it to red. For instance, in this example below I will only see questions asked from the UML website and UML Primo. I will not see any questions asked from WRHA web pages. [cid:image001.png@01D4DFF1.03146E50] Hopefully that clears up some confusion. - Kyle Kyle A. P. Feenstra Coordinator, Learning & Instruction Support University of Manitoba Libraries kyle.feenstra(a)umanitoba.ca<mailto:kyle.feenstra@umanitoba.ca> 204-480-1053

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Back Up staffing for Ask Us not available March 20.
by Kyle Feenstra 18 Mar '19

18 Mar '19

Hi Everyone, This email pertains to those scheduled to staff Ask Us on Wednesday March 20. Back up staffing will not be available as scheduled on March 20 from 11:00am to 2:00pm. No other times are affected. Thanks. - Kyle Kyle A. P. Feenstra Coordinator, Learning & Instruction Support University of Manitoba Libraries kyle.feenstra(a)umanitoba.ca<mailto:kyle.feenstra@umanitoba.ca> 204-480-1053

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Screen Sharing in Ask Us
by Kyle Feenstra 14 Mar '19

14 Mar '19

Hi Everyone Staff that are using the “New Chat Dashboard” for Ask Us may have noticed a new feature from Springshare. The new chat interface now has a screensharing option enabled via Zoom.us. What this means is that in Ask Us it is now possible to share your desktop with a patron and, because the service is provided by Zoom, you are able to use both audio and video conferencing as well. [cid:image001.png@01D4DA65.0BC6FF90] [cid:image002.png@01D4DA65.0BC6FF90] I will be sending out an invite for staff training on Ask Us/Zoom screensharing later this spring. In the meantime there is no obligation to use this feature. Librarians who are familiar with Zoom and want to use this feature with their own chat widget are free to do so. Springshare provides more information on the screen sharing features here. https://ask.springshare.com/libanswers/faq/1876 Contact me if you have any questions. - Kyle Kyle A. P. Feenstra Coordinator, Learning & Instruction Support University of Manitoba Libraries kyle.feenstra(a)umanitoba.ca<mailto:kyle.feenstra@umanitoba.ca> 204-480-1053

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Ask Us Schedule Changes - Effective March 17
by Kyle Feenstra 13 Mar '19

13 Mar '19

Hi Everyone Based on the stats and feedback from our trial of Pro-active Chat and extended Ask Us hours we have decided to make the following schedule changes effective Sunday March 17th. * Weekly hours for Ask Us will revert back to the following schedule (until April 27). Mon-Thurs: 9am-8pm Fri: 9am-4pm Sat-Sun: 1pm-4pm * In lieu of extended hours additional backup staffing will be provided from the Science Library during busier shifts as follows: Mon-Fri: 11am-2pm Mon-Thurs: 4pm-5pm These changes have already been made in LibStaffer and there is no need to adjust current staffing assignments. Please note that there will no longer be back up staffing of Ask Us on Sundays. All libraries are asked to staff Ask Us on Sundays as they do Saturday from 1pm-4pm. Let me know if you have any questions. Information regarding the summer schedule will be sent out shortly. - Kyle Kyle A. P. Feenstra Coordinator, Learning & Instruction Support University of Manitoba Libraries kyle.feenstra(a)umanitoba.ca<mailto:kyle.feenstra@umanitoba.ca> 204-480-1053 From: Kyle Feenstra <Kyle.Feenstra(a)umanitoba.ca> Date: Wednesday, December 19, 2018 at 10:56 AM To: "lib-all(a)lists.umanitoba.ca" <lib-all(a)lists.umanitoba.ca> Subject: Changes to Ask Us Hi Everyone You have probably noticed a few changes to the chat window interface for Ask Us in the past few weeks. We have updated the logo and included staffing hours which are both part the service enhancements that we will be implementing in the coming months. Here are some more changes in progress. * We have just recently implemented a proactive widget in the Primo interface that will automatically open the Ask Us window after 45 seconds of browser inactivity. The goal in enabling the proactive chat is to increase the number of online reference interactions by prompting users with am opportunity to ask a question. We will be trialing this feature until May 2019. If you find that the Ask Us window does not open automatically after 45 seconds you may need to clear your browser cookies. * Beginning January 13, 2019 we will be extending our hours from Sunday to Thursday. The extended hours will be offered on a trial basis and will covered by additional staff hired at the Science Library. The new hours will be Sunday 13:00-18:00 and Mon-Thur 9:00-22:00. Friday and Saturday hours remain the same. * In the coming months we will also be working on developing a FAQ system that will integrate Ask Us with the Help Hub providing users with easier access to our help resources from the chat window. * And beginning December 21 of this year, the WRHA Virtual Library will be staffing its own Ask Us service through the virtual library website https://libguides.lib.umanitoba.ca/wrha. WRHA staff will no longer be supporting the main UML chat reference. Therefore, please note that due to these changes there will be situations where UML staff will need to transfer or refer affected users to WRHA Virtual Library staff in Lib Chat and Lib Answers. Please see the attached instructions prepared by Nicole Askin. The WRHA Ask Us will be staffed Monday to Friday from 8:15-15:45 (excluding holidays). You can contact Nicole or myself if you have further questions. If you have any additional questions about Lib Chat and Lib Answers feel free to contact me. Best, -Kyle Kyle A. Feenstra Coordinator, Learning & Instruction Support University of Manitoba Libraries kyle.feenstra(a)umanitoba.ca 204-480-1053

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