This document outlines training for the LibAnswers reference service. It introduces LibAnswers and discusses best practices for answering questions. Librarians are encouraged to check the unanswered questions queue and provide helpful, example-based responses. The training also includes an activity where librarians practice answering sample student questions in LibAnswers. Finally, it reviews the workflow for managing questions in LibAnswers and integrating the service with library guides and chat platforms.

1. LibAnswers Training
Essential Skills
September 2014
Sarah Shujah, sshujah@yorku.ca
William Denton, wdenton@yorku.ca

2. Outline
A. Introduction
B. Admin Overview and How To
C. Answering Questions – Best Practices
D. Activity
E. Workflow

3. Introduction
• LibAnswers Website
– http://yorku.libanswers.com/
• 207 Public Questions

4. Seneca Library LibAnswer Service
Video about LibAnswer Service

5. What students see…

6. B. Admin Overview and How To
• Answers
– Unanswered Queues
• Unanswered questions
• Unanswered comments
• Unanswered replies
– Public Answers
– Private Answers
– Comments
– Add Q&A Entry

7. C. Answering Questions – Best Practices
• Types of Questions
(webservices4all.com)
– Duplicates - Research Specific
– Directional - Private

8. Answering Questions – Best Practices
What makes a good answer?
• Examples:
– Where is there a quiet place to study?
– Where can I get help with finance research?

9. Answering Questions – Helpful Closings
Scott:
If you require further assistance please visit the Learning Commons, 2nd floor Scott Library. Please view
Research Instruction to view our drop in consultation hours and/or book a 30 minute research
consultation.
Steacie:
If you require further assistance please visit the Steacie Library reference desk. Or please go to the Ask
& Services page to chat live with a Librarian.
Bronfman:
If you require further assistance please visit the Bronfman Business Library reference desk. Or please go
to the Ask & Services page to chat live with a Librarian.
Frost:
If you require further assistance please visit the Frost Library reference desk. Or please go to the Ask &
Services page to chat live with a Librarian.
General:
If you require further assistance please visit the Ask & Services page for further research help. Or please
visit us in person at one of the library branches.
Also, you can now visit the SPARK Student Papers & Academic Research Kit for further help with
academic papers.

10. D. Activity
• Partners
– Librarian and Student scenarios
– Use partners name in the beginning when asking a
question or commenting.
• 15 minutes

11. E. LibAnswers Workflow
?
Scott Information
and Research
Help
Bronfman
Frost
Maps
Resource Sharing
Steacie
Answered
automatically by
LibAnswers
itunes.apple.com

12. Using LibChat with LibAnswers
“A” icon =
LibAnswers alerts
are on. This will
notify you when
there is
something in the
unanswered
queues.
Example of a
LibAnswers alert
within your chat. It
will say there is
something to claim
OR that it is already
been claimed.

13. LibAnswers Widget
• Can Embed into LibGuides
• Admin Stuff – Embedded Search Widget
JavaScript

14. Summary
• Unanswered Queues
• Workflow
• Reference LibGuide
• Sarah Shujah, sshujah@yorku.ca x33945
• Bill Denton wdenton@yorku.ca x20006
Thank You
Questions?