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Add and manage FAQ entries in your 24/7 Staffing group

To help co-op staff answer questions from your institution's patrons, they will be able to search your library's FAQs right from within LibChat. These will include:

  • FAQs from all public groups. Any FAQ group with Public/Open availability can be searched. Hidden, Internal, and Restricted Internal groups cannot be searched by co-op staff.
  • FAQs in your 24/7 Staffing group. This is a special group that can only be searched by co-op staff, allowing you to share information about your local policies, collections, e-resources, facilities, etc.

Although the process of adding and editing FAQs within this group are the same as any other, there are a few differences to keep in mind:

  • Only your library's Admin users can add, edit, or delete FAQs in this group. User access cannot be extended to Regular users.
  • FAQs in this group will not display to the public. They are only searchable by co-op staff from within the LibChat dashboard.
  • Because this group is not publicly viewable, there are no options for customizing look & feel, pages, or language options. You can only customize the group's name.
  • Each site has only one 24/7 Staffing group. If you belong to more than one co-op, members from each co-op would search this same group.

Managing your 24/7 Staffing group

The 24/7 Staffing group will be listed along with your other groups under Admin > FAQ Groups. This group cannot be deleted, but it can be renamed if you'd like. 

  1. To easily find this group, just look for "24/7 Staffing" in the Access Level column of the Manage FAQ Groups page.
  2. To quickly view all FAQs assigned to the group, click on its # questions link. This will take you to the Knowledge Base Explorer: FAQ Entries page, displaying the group's FAQs.
  3. To rename the group, click on its edit () icon in the Actions column.

The 24/7 Staffing group listed on the Manage FAQ Groups page

Adding FAQs to the 24/7 Staffing group

Adding FAQs to your 24/7 Staffing group is no different than adding FAQs to your other groups: just select your 24/7 Staffing group from the Group dropdown. To learn more about creating and publishing FAQs, see our How to create, edit, and manage FAQ entries springboard.

The 24/7 Staffing FAQ group selected in the Create an FAQ window

What should I add to my 24/7 Staffing group?

If you were training a brand new reference librarian, what would she need to know in order to answer common questions from your patrons? That is the type of info that is ideal for your 24/7 Staffing group, since co-op staff may be unfamiliar with your local collections, resources, and policies. The list below provides some examples to help you get started.
  • Library policies (i.e. loan periods; fines & fees; library card applications; acceptable use; privacy)
  • How to access e-resources from offsite
  • Library floor plans, hours, and staff directory
  • Links to popular resources, LibGuides, style manuals, etc.
  • Overview of library collections and facilities (and how to access them)
  • How to borrow, request, renew, or return resources
  • Key facts about the library and surrounding community
  • Information about special programs, assignments, or courses involving the library

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