Provide status updates & information
The System Status Management (SSM) tool allows you to provide staff and patrons with status updates about your various systems and services. Through the System Status Dashboard, you can let patrons know whether your online catalog is down for maintenance, a database has new features, or even if a printer is out of order. Each "product" you add (whether it's an online system like a database, a physical piece of equipment, or even a library space or service) can have its own status and informational posts.
Provide help & gather feedback
In addition to providing status updates, you can also use the SSM tool to provide point-of-need help and gather feedback from patrons. When you add a product to your SSM tool, it will have its own unique widget that can be used to search related FAQs in LibAnswers, submit a ticket to your queue, submit an idea for a new feature, and even use LibChat to get live help.
Widgets have the option to be embedded as buttons, or as tabs that hang out on the side of the screen. If your system allows you to embed HTML code, this can make it easier for you to place your widget right within the product itself.
For example, if you have the ability to customize your library catalog's webpage, you could embed your product widget as a side-tab that reads "Support" or "Catalog Help". If a patron clicks on the tab, the widget will appear where they can:
- Ask a question: as they type, related FAQs from your LibAnswers system will appear that may help them find an answer. Otherwise, they can submit their question to one of your ticket queues so a library staff member can follow up.
- Report a problem: if a user encounters an issue with a particular system, they can easily report it. This will go to your ticket queue with a special tag letting staff know that a problem is being reported for that product.
- Share an idea: if a user has a suggestion or request for new features/resources, they can submit an idea for the product. These can be voted on by other users via your public system status dashboard for that product.
- Give praise: if a user just wants to give the library a kudos about a particular system, they can do that, too! This will go to your ticket queue with a special tag letting staff know it's praise, rather than a problem, for that product. This can allow staff to review the feedback and follow up, if they'd like.
Questions, problems, and praise go to your LibAnswers queue, allowing you to follow up with patrons just like you would with tickets submitted via email or your queue's question form. The big difference is that these tickets will automatically be tagged as related to a product, so you can more easily identify them.