Claiming and Recording Questions in LibAnswers
Students who need immediate help using the library or learning the research process may submit a question through the LibAnswers ticket system or ask you for help in person if you are in the Library. All questions must be recorded in the LibAnswers system to help us keep track of how many students use the library, which programs are heavy users of the library, determine what sort of additional help we need to provide going forward.
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Claiming and Answering a Question in the LIbAnswers Queue
Claim a Question in the LibAnswers Queue
Students and Faculty may ask questions through the LibAnswers queue. You must be given credentials by a library supervisor to answer questions.
- If any questions are in the queue, you will see a circled number next to dashboard on the top banner of the screen. Click the Dashboard link to access the questions.
- From the dashboard, click on the title of any question that shows a status of New or has no owner (meaning it is unclaimed). If a question has an owner, take no action.
Unclaim a Question
If you read the question and realize you do not know how to answer it, click the Unclaim button above the question, next to your name. The question will return to the queue as "unread" and a librarian will answer it.
Answer a Question
Type your answer in the blank box beneath the questions.
- Provide as many details as possible along with links when necessary. Example answer:
Thank you for contacting the library. You can find assistance citing in the APA Style on the library's Citation and Bibliographies Guide. If you need further assistance, please reply to this message or book an appointment with a librarian.
- After finishing your answer, complete the analytics section below the answer field by selecting answers to Patron Type, Program (only if known), and clicking Submit Reply as Closed. Do not complete any other fields.
Recording Other Questions
If someone asks a question regarding the library that does not originate in the LibAnswers queue - for example in person or by email - you should record that interaction in LibAnswers. To record a transaction:
- Log on to LibAnswers
- Click Ref Analytics, then Add Transaction.
- Type the question asked in the Question field and the answer you provided in the Answer field. Be descriptive but brief.
- Complete the statistical fields as described above.
- Click Submit and Clear (clicking Submit will not refresh the Question and Answer fields).
Directional or non-substantial questions such as "Where's the bathroom?" or "Can I eat in here?" do not need to be recorded. If in doubt, record the question.