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Milner Library

Reference Training

Helpful training materials and information for new librarians

Using LibAnswers

LibAnswers  http://illinoisstate.libapps.com  Use Firefox

Logging on to LibAnswers and RefAnalytics                                

  1. Navigate to the login screen at http://illinoisstate.libapps.com

      2. Logon is your ilstu email address and password is one you set yourself or

           Milnerrocks1 (case sensitive) for the Desk laptop.

      3. Navigate to Ref. Analytics tab at top of page and select Add Transaction

           

Recording Transactions

Each time you answer a question, log it in RefAnalytics.  When deciding what type of question you answered, please consult the Definitions of Question Types document available in the Answering Questions section of this guide, through the link on the LibAnswers home page.

PLEASE NOTE: The "type the question" box on the form has a 140 character limit but does not prevent typing when you reach the limit, and anything typed after the limit will be lost.  So, please type minimal question information in that box, then enter details in the "type more detail" box, which allows 1000 characters.

Using LibChat

Logging on to LibChat

  1. Once logged on to LibAnswers, look for two LibChat status indicator buttons on top right side of page.  The one on the left that says “LibChat is Online” shows whether any Milner Library accounts are logged into LibChat and the one on the right that says “LibChat: You are offline: Sign in” shows whether your personal account is logged in to LibChat.  
  2. Click "Sign in" next to "LibChat: You are offline."

LibChat Dashboard page will load.

TIP: To answer chats more quickly, activate Desktop Notifications under the Settings tab so that LibChat will send a popup in the bottom right corner of your screen when a chat comes in that you can click to go directly to the chat dashboard.

If you want your chats to open in separate windows during your current LibChat session like they did in the old LibChat dashboard, go to Settings and turn on View chats in Multi Chat Overlay.  If you want this setting every time you use LibChat, click your email address on the LibAnswers dashboard, select Multi Chat Overlay next to View Chats, and click Save.

   

Using LibChat

  1. After you launch chat, keep the LibChat Dashboard page open. When a new chat comes in, its name will appear on the left side of the screen as a blue hyperlink with a Claim Chat button.  Click Claim Chat to answer the chat. 

  2. After you answer the chat, the transcript will appear to the right of the screen.undefined

  3. After answering a question, click on the graph icon at the top of the screen to add this transaction into the RefAnalytics database.  When the chat ends, the "End Chat" button will turn into a "Close Chat" button that you can click to remove the window from your screen.  If the patron ends the chat first, the dot next to the patron chat name will turn red.

  4. When logging out, click Offline next to Status so it turns red. Then, close the browser window containing the chat dashboard.

Librarian Chat Box

 

Patron Chat Box

Email and Text Questions

Please see the LibChat Question Type guide for information about what texts and emails look like when they come into the LibChat dashboard and how to answer them.

 

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