|
Working with Customers
Training and Forum Topics?
This forum is for posting suggestions (or online resources) for training you'd like to see offered for KIN24x7 librarians.
Forums:
Pathfinder Topics?
We're interested in hearing what pathfinder topics would be most helpful for KIN24x7 librarians. Post pathfinder topics which would be of most interest or be most helpful for you in serving patrons. KIN24x7 librarians are encouraged to check out the postings here and then contribute their expertise to the Pathfinder Project.
Forums:
Getting clickable URLs to customers
Either a reminder or something new if you didn't already know it....
Many of us cut and paste URLs from a browser into the chat window for customers, but I wasn't aware that for the URL to show up as an active (clickable) link in the customer's window you need to include the HTTP:// in the URL. It may look clickable in our provider side chat window once we've sent it, but without the preceding http:// the URL probably won't be active for the user.
Forums:
Comments on Comments
This forum will allow librarians to comment on the new patron survey comments page here at the Provider site.
Forums:
Helpful Online Resources
Share your suggestions for helpful, authoritative, online resources here. We will also highlight these in the monthly newsletter in our Online Resources of the Month column. Thank you!
Forums:
Allowed File Transfer Size in Spark
The ability to send files (PDFs, DOCs, etc.) is a vital part of KnowItNow24x7 service. The current file transfer limit in Spark is 2MB. We would like to ask if librarians think this is sufficient. Has anyone encountered any issues relating to file sizes when attempting to serve patrons? Please feel free to login here and share your thoughts. Depending on everyone's feedback, we can investigate whether or not the allowed file size is sufficient or if it needs to be augmented.
Thank you, and I look forward to reading your comments.
Don Boozer
KnowItNow24x7 Coordinator
Forums:
3 vs. 4: Clearing Up Confusion & Feedback
There has been some confusion concerning the "old" 3 vs. "new" 4 patrons-at-a-time limit. The previous AskALibrarian software did not have a maximum of 3 active patrons, it was actually 3 patrons/queue. So, a KIN24x7 account that monitored three queues would max out at 9 possible active patrons at a time. Librarians were encouraged within the KIN24x7 guidelines to work with a maximum of 3 patrons at a time; however, a number of KIN24x7 agents would routinely pick up 4, 5, or 6 patrons at a time.
Forums:
Starting a Conversation: KIN24x7 Instant Messaging
The new Spark software has given us the ability to provide more access to Ohio residents including the option of integrating instant messaging (IM) into the statewide service. The technology, logistics and staffing of an IM component all present their unique challenges.
Forums:
Problems with new software
When you accept a query is there a way to block all other incoming queries until you are finished with said query? It is severely distracting to have other queries being thrown in your face when you are attempting answer one already, especially if that particular query is rather involved.
Forums:
