THE PLATFORM
o Platform Overview
o LibGuides
o LibGuides CMS
o LibAnswers +Social
o LibCal
o LibInsight
o LibCRM NEW
o LibStaffer
o LibWizard
o E-Reserves & Document Mgmt.
LIBRARY TYPE
o Academic Libraries
o Public Libraries
o Special Libraries
o School Libraries
o Public School Districts
o Consortia
WHY SPRINGSHARE
BLOG
ABOUT
o About Us
o Contact Info
o Join Our Team
SUPPORT
o Help & Documentation
o Training Signups
o Newsletters & Buzz
o Pay Invoice Online
Demo
LibAnswers +Social.
It's not just Reference Service; It's Customer
Service!
A Multi-Channel Communication Platform for Successful
Libraries. Answer Users' Questions via LibChat, SMS,
Email, Twitter, Facebook... and Provide a Self-service FAQ
Portal, too.
Start A Free Trial!
Ensure your users get the answers they need, whenever
and wherever. Embed LibChat and "Ask Us" widgets into
any webpage, manage all social media communication, and
take control of your institutional knowledge with a powerful
ticketing system and FAQ builder. LibAnswers does it all,
with detailed statistics to boot!
Social Media Management &
Engagement
Social media has changed how customer conversations happen. Your users are
tweeting you questions and posting on Facebook and Pinterest. Use
LibAnswers to engage with users on social media and create fans & library
advocates.
Unified Social Stream
Schedule Social Posts
Statistics & Engagement
Integrated Communication
ALL SOCIAL ACTIVITY IN ONE PLACE
Activity from Twitter, Facebook, and Pinterest in one place enables you to
efficiently monitor and engage all social channels at once.
RESPOND/POST TO ANY SOCIAL CHANNEL
It's as easy as answering a ticket or a question in LibAnswers - all point-and-
click operations.
FILTER AND ORGANIZE CHANNEL ACTIVITY
Apply Filters across any social channels to stay on top of all active
conversations. Flag posts for followups and deletions. LibAnswers has
everything you need for effective monitoring of social channels.
LibChat for Real-Time Conversations
Used by thousands of libraries worldwide - either individually or in a consortial
resource sharing setting - LibChat is the ideal chat reference tool.
Comprehensive chat functionality, many embedding options, and integrated
reference and helpdesk workflows make LibChat an easy choice.
LibChat Widgets
Proactive Chat
Seamless Flow
Transcripts & Ratings
Operators/Transfers
Fully Customizable and Embeddable Widgets
Customize the look and feel of the widgets and embed different widgets on any
webpage or inside any web app. Embed them inside Springshare apps with one
click!
In-Page, Pop-out, Slide-button, Bottom Slide-up etc.
Customizable Skins for Each Widget.
Optional Initial Question Customization.
Anonymous or Name Required Option.
Helpdesk Platform with FAQ Builder
The LibAnswers platform provides libraries with complete email ticketing
functionality, fully integrated with the rest of the communication channels.
Answer emailed tickets from one central dashboard, collaborate with colleagues
on ticket answers, use different queues for various library departments, build
and maintain a knowledge base and FAQs... it's all here.
Universal Inbox
Powerful Ticketing
FAQ Builder
Universal Team Inbox
Assign any number of email addresses to LibAnswers, and all questions will
flow to the main Dashboard for all to see.
Embed "Ask Us" Widgets on any webpage and customize question fields. All
submissions are queued in the LibAnswers dashboard, too.
Collaborate on Answers without stepping on each other's toes. Leave Internal
Notes for other librarians, and see who else is looking at the same question.
A Library Market First: Facebook
Messenger Integration
Facebook Messenger is the most popular social messaging and communication
platform. With LibAnswers, you can establish a direct presence on Facebook
Messenger and answer your users' questions directly from there.
BE WITHIN EASY REACH
Once the user has their library available on FB Messenger, it becomes really
easy - and effective - to create personal connections with the user and help
them with any research or library-related questions. Patrons use Messenger to
communicate, and this places the library in this important communications
channel.
BE WHERE YOUR USERS ARE
Facebook is currently the most important social & communication network in the
world. LibAnswers helps you establish a solid presence on both Facebook and
Messenger app so that you can effectively and efficiently communicate with
your users.
Search Query Analyzer for Improved
FAQ Accuracy
Improve the quality and accuracy of your FAQ Knowledge Base with
LibAnswers' Query Spy search analysis tool. Query Spy analyzes all search
queries in the system and reports whether the search resulted in a successful
"hit", i.e. whether the user landed on an FAQ entry which answered their
question.
Review the search queries on your site and even create new FAQ entries
directly from Query Spy with just a few clicks. Query Spy is a unique and
incredibly useful tool for fine-tuning your Knowledge Base and ensuring
accurate matches to patrons' Frequently-Asked Questions.
Systems & Services Management
The Systems & Services Management module of LibAnswers helps you
manage status updates and convey important information about your library
systems such as your online catalog, discovery service, subscription databases,
library website... and any other system or service at your library.
SYSTEMS HELP WIDGETS
Create product-specific help widgets for all your systems and embed them
anywhere. If patrons are in your catalog, they get catalog-specific help at point-
of-need. One-click live help is available with LibChat integration, or patrons can
submit tickets into your LibAnswers queues.
FEEDBACK & IDEAS MANAGER
Solicit patron feedback on the library products they use and open up the
conversation by enabling users to submit product enhancement ideas. Manage
all feedback and ideas seamlessly, on the back end.
SYSTEMS STATUS DASHBOARD
Create a real-time dashboard showing the status of each library system, with
additional information available for any problem reports or outages. Embed the
status widgets anywhere so users can always be up-to-date on the library's IT
infrastructure.
In the past we had virtual reference services
scattered through different systems. LibAnswers
makes it easy by putting them all one place. Even
better, it allows us to collect and analyze data on all
our reference services to inform decision-making.
Gabe GossettWestern Washington University
In-Depth Statistics & Reference Analytics
LibAnswers provides detailed statistics helping you provide tangible data about
your library's communications and reference activity. Check out some of the
statistical report options in LibAnswers:
Real-Time Activity Reports
View real-time usage on everything in the system. Measure FAQ growth over
time, hits on FAQs, total tickets for all your reference channels, LibChat and
SMS stats, and even total number of search queries.
Detailed Chat Statistics
See how your chat service is used. Discover busy periods and view the daily,
weekly, monthly distributions. Report on user browser/OS info, including mobile
analysis.
Reference Analytics Included
Record all reference transactions (online or in person) in LibAnswers and
produce detailed reference reports - handy when preparing year-end library use
reports.
Integrated READ Scale
With permission from the READ scale creator, Dr. Bella Karr Gerlich, the READ
scale is fully integrated into Reference Analytics. Record the READ score for
every reference transaction and run READ score statistics.
Social Media Activity Statistics
Demonstrably measure & report on your social media activity in all channels.
Run aggregate statistics or drill down to individual channel engagement
statistics.
FAQ Access Statistics
View detailed statistics on FAQ pages, including users' comments and votes.
QuerySpy reports expose gaps in your content and help identify areas where
new FAQs can be created or adjusted.
Combine With Other Springshare Tools
For The Ultimate User Experience
Tight integration with other Springshare tools creates a winning platform, which
helps libraries meet the needs of the community and ensure that users have an
amazing library experience - always.
Promote FAQ content on LibGuides pages.
Embed LibChat widgets inside LibGuides Librarian Profiles and Profile
boxes within guides./li>
View LibAnswers Q/A content on LibGuides search result pages.
Embed LibWizard feedback surveys in your automated follow-up emails.
Access LibCal events info and promote library events in LibChat while
chatting with patrons.
Feed LibAnswers interaction details into LibCRM profiles.
Compare LibAnswers statistics with other library services and stats
inside LibInsight Cross Dataset Analytics.
