Category Archives: Announcements & News

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Mosio Empowers Embedded Librarianship with New Widget for Facebook, Websites, Databases, Discovery Layers, LMS and More

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Librarians can now extend their reach beyond the library walls with Mosio’s new OmniWidget™. A complimentary feature of Mosio’s all-in-one library support tool, librarians can use the new widget to embed library help in Facebook, e-resources from any provider, discovery services, learning management systems, library and departmental websites and other heavily trafficked areas, connecting with patrons via text, chat and email at their point of need.

“Mosio helps librarians increase their discoverability, accessibility and availability,” said Noel Chandler, Mosio co-founder and CEO. “Patrons have millions of choices when it comes to finding information online, and that information may or may not be authoritative. By helping librarians embed themselves in multiple online locations, we ensure that patrons have real-time access to the support they need to make better information decisions and achieve greater outcomes.”

Mosio’s beta customers have already embedded the customizable OmniWidget in more than 10,000 places including the ProQuest, OverDrive, EBSCO, OCLC and Exlibris platforms. A number of libraries have indicated more patrons reach out to them via the widget than their current Contact Us pages.

“Since customizing Mosio’s widget with our library branding and integrating it with our website and databases, we have seen more patron engagement and higher usage of our electronic resources,” said Linda Jones, Education Librarian, Dixie State University. “Working with Mosio means we can provide a higher level of service while collecting the data we need to prove ROI to key stakeholders.”

Request a free trial.
Librarians may sign up for a free trial of Mosio’s new widget and support solution by visitinghttp://www.mosio.com/mfltrial.

About Mosio for Libraries
Mosio makes it easy for librarians to connect with patrons anytime, anywhere via chat, text and email on any device through a central cloud-based dashboard. More than 2,000 academic, public, and special libraries rely on Mosio to provide next generation virtual reference, embedded librarianship, and support from within any learning management system, eresources platform, discovery layer, website and Facebook. For more information visithttp://www.mosio.com/libraries

Mosio Partners with Tshwane University of Technology for its First Library Solution in South Africa

Mosio Partners with Tshwane University of Technology for its First Library Solution in South Africa

Leading virtual reference software for libraries, enabling two-way communications between staff and students via live chat, email, text messaging and Facebook, now available in South Africa
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FOR IMMEDIATE RELEASE

Aug. 14, 2013PRETORIA, South AfricaMosio for Libraries, an all-in-one, multi-channel virtual reference software for libraries, announces its first solution implementation in South Africa. The company’s partnership with Tshwane University of Technology will enable library staff to interact with patrons and answer questions via live chat, email, text messaging and Facebook.

“We are extremely excited to add Tshwane University of Technology’s Libraries to our client roster and have already established a great, collaborative relationship with their team,” said Noel Chandler, CEO and Co-Founder of Mosio. “As one of Africa’s leading universities of technology, we look forward to continuing our work to help them provide excellent information resources to students online or on-the-go.”

The Mosio for Libraries solution will launch in August, 2013, and will be rolled out to nine campuses, supporting approximately 56,000 students. The software features a secure, easy to use, web-based dashboard that can be utilized for two-way interactions with library patrons. Popular communication and efficiency tools include answer templates, customizable auto-responders and collaboration features. “The LIS is introducing major and exciting student service enhancements, including Mosio”, said Vivian Agyei, the Director for Library and Information Services.

“We are thrilled to become Mosio for Libraries’ first partner in South Africa,” said Nokuphiwa Kunene, Systems Librarian at Tshwane University of Technology. “Our priority is to implement a strong technology solution that allows us to better serve and interact with students, while also enabling us to maximize the use of resources by efficiently managing communications.
Mosio for Libraries is available in 21 countries, including the U.S., Canada, UK, Spain, Australia and South Africa. The software is cloud-based, so it is always up to date and does not require any hardware or software installation. The dashboard can be accessed on any web-enabled computer or device, regardless of physical location.

Mosio for Libraries integrates easily across websites, blogs and online databases through support tabs and widgets, and plugins and apps are available for Drupal, Joomla!, WordPress and Facebook.

About Mosio for Libraries
Mosio for Libraries is an all-in-one, multi-channel support software that enables libraries to receive and respond to patron questions via live chat, email, text messaging and Facebook. Visit http://mosio.com/libraries to learn more, sign up for a free trial and be greeted at the front door with a 90-second video detailing Mosio’s technology solution to a problem faced by libraries all over the world.

About TUT
In its logo, the Tshwane University of Technology claims that “we empower people” thus committing itself to the concepts of Diversity, Ethics, Relevance, Entrepreneurship, Care, Partnerships, Professionalism and lastly, Quality. TUT awards qualifications from national diploma level through to bachelor of technology degrees. Students may also continue with postgraduate studies towards master’s degrees and doctorates.

Why choose a University of Technology?
One of the strong features of obtaining a qualification at a university of technology, is the specialization in a chosen field. Furthermore entrepreneurship carries a lot of weight in the students’ education, since they are taught new ways of thinking and approaching their careers to become job creators rather than job seekers in the market,

It is a fact that South Africa is still in dire need of people suitably qualified in science, engineering and technology, the so-called SET courses. TUT offers numerous courses in these fields. But apart from academic qualifications, the university also offers programmes to equip students with specific skills to prepare them for the world of work. Some of these programmes especially those aimed at improving communication, writing, reading and interpersonal skills, form part of their academic programme.

TUT is divided into seven faculties:
- Faculty of Economics and Finance
- Faculty of Engineering and the Built Environment
- Faculty of Humanities
- Faculty of Information and Communication Technology
- Faculty of Management Sciences
- Faculty of Science
- Faculty of the Arts

At TUT the emphasis is on:
- Cutting edge technology
- Innovation through to commercialization
- Problem-solving skills
- Research and Innovation
- Partnerships and networks
- Technological incubators, technology stations, centres and institutes
- Community engagement

For more information visit http://www.tut.ac.za

Free Trials of Mosio for Libraries

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Hello! We now offer free trials of Mosio for Libraries so you can try out the system and experience how powerful virtual reference software can be.

  • Receive and respond to patron questions via Live Chat, Text Messaging, Email and Facebook, all through a single, web-based interface.
  • We guarantee you’ll be more efficient in your patron communications.
  • Add an Ask a Librarian button to your Facebook Page with a few clicks.
  • Answer questions from widgets on your website, blogs or electronic resources.
  • Patrons can text questions from their mobile phones or chat from smartphones or tablets.

There’s no obligation and no credit card required. Sign up for your Mosio for Libraries free trial here.

Thanks and we look forward to working with you!

The Mosio for Libraries Team

Mosio for Libraries
Patron Support Simplified
http://mosio.com/libraries

Library News Update: 3D Printing Arrives at the Library, a brief history of the Bookmobile, and more

File photo. The Johnson County Library's Shawnee branch is located at 13811 Johnson Drive.

Libraries are often on the forefront of technology. The Chicago Public Library brings new meaning to that trend with its new CPL Innovation Lab. The Innovation Lab is free to the public and features three 3D printers, 3D printing software and various related tools. The CPL is also offering workshops to introduce patrons to the technology.

Chicago Public Library To Open 3D Printer Space

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At Mosio we’ve been watching the ’3D Printer in Libraries’ trend grow and we’re all for it. Chicago isn’t the only one. Joining them is the Saxonburg Area Library in Pittsburg, which received a generous gift of one 3D printer for its patrons to explore.

Heard Off the Street: Library’s 3-D printer spits out all kinds of fun and learning

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From technology innovation to the history of an innovative way to provide service to underserviced rural communities, the Chicoer has a story of the beginning of the California State Library Bookmobile. Long before digital reference was avialable, libraries reached out to patrons by physically bringing services to them. We might even say that the Bookmobile can be seen as the start of mobile reference

Check It Out: A library on wheels

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We’re also keeping our eye and these trends in library technologies and services, from the Library as a retail space, to studies on how young people are using libraries today.

Dalby Library enters the digital age

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Library system works to serve patrons’ changing technological needs

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When Libraries Become Retailers

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Siouxland Libraries Upgrade System

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Libraries will release a “Top 10″ recommendation list starting this fall

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THE LATEST ADDITION TO THE OBAMACARE ARMY: LIBRARIES

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Library learning to grow on its own

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Hutt libraries offer eReaders

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New report maps young Americans’ library, technology use

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Lake libraries add new database useful for finding friends, doing business research and more

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Young adults like libraries and books, new study finds

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W.O.W. bus brings books, technology to Missoula County

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Healthy libraries, healthy communities

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NFC tagged library lets you research books with your smartphone before you borrow

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Library user numbers up 10,000 as eBook usage rockets

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Queens Library Introduces Downloadable E-Magazines

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Libraries offer patrons e-books

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Westfield Library offers magazine collection online

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Library use can reverse falling standards

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Johnson County Library honored for innovation

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Staten Island’s Stapleton library bigger, beautiful and chock full of books

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Library to start Sunday hours

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Found and listed by Mosio for Libraries – Patron Support Software for Libraries. All copyright belongs to original owners.

Mosio’s Facebook App – Now Patrons Can Ask a Librarian from Your Library Facebook Page

Virtual Reference Questions Asked Directly from your Library’s Facebook Page

The growth and power of Facebook shows no signs of slowing down and now with Mosio for Libraries, you can enable your Facebook page to be yet another amazing virtual reference channel. There are instructions below, it takes about 5 clicks. No hacks, no difficult workarounds using FBML (Facebook Markup Language), just a few clicks and you’ve extended your virtual reference services to Facebook. Here’s how you do it…

Step 1: Visit https://apps.facebook.com/mosiofb and you’ll see a window that looks like this:

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Step 2: Enter in your Keyword, an email address of one of your admins, then pick the page you want to add the app into.

Step 3: Click on Last Step: Add it to your page and then choose your page in the drop down.

That’s it! You’ll see the Ask a Question button in your tabs. The default button may change, but here’s what it looks like today:
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If you want to change the color or title of the button, click on the little Edit Tabs button (see image below) until all of your tabs are showing, then the pencil and choose Edit Settings.
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You’ll see a little pop up that says “Edit Mosio Settings” and you can add a Custom Tab Image or Custom Tab Name. Add your custom tab or custom name and you’ll see it on your page.

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Patrons who click on your tab will be taken to a page inside of Facebook where they can ask their question. All questions will post to your microboard like they do now, enabling patrons to start a live chat (if you’re logged in) or choose to be responded to via email or text message.

If you have any questions, please let us know.

Thanks and have a great day!

The Mosio Team

Mosio for Libraries
Patron Support Simplified
http://mosio.com/libraries

[NEWS] Leading Virtual Reference and Patron Support Software, Mosio’s Text a Librarian is Now Mosio for Libraries

Leading Virtual Reference and Patron Support Software, Mosio’s Text a Librarian is Now Mosio for Libraries

Mosio’s multi-channel support software enables librarians to respond efficiently to web chats, text messages and emails through a single, web-based dashboard.

SAN FRANCISCO, CA
Mosio, an award-winning mobile software company providing web-based messaging solutions for businesses and organizations, has changed the name of its Text a Librarian service to Mosio for Libraries. The change highlights Mosio’s newly expanded platform which enables librarians to seamlessly and effortlessly connect with their patrons across multiple channels from a single dashboard.

Mosio’s all-in-one support solution expands the customer service digital footprint of libraries to mobile phones, tablets and PCs, enabling them to respond to patron queries across multiple channels from websites, blogs and electronic resources from a single location. This increased accessibility is essential to meet the needs of today’s increasingly mobile patrons who expect to be able to ask their questions from their device of choice, in the format that they prefer, and at their point of need.

“Servicing patrons across multiple channels is necessary to stay relevant and keep up with customer service expectations, but it is extremely inefficient when having to rely on multiple pieces of software to accomplish the task,” said Jay Sachdev, Mosio Co-Founder and CTO. “Mosio for Libraries solves this problem by letting patrons ask questions from wherever they are and making it easy for librarians to respond to all channels from the same place,” Sachdev added.

Mosio’s collaborative-friendly dashboard is built for communication efficiency, a critical component when responding to patrons across multiple channels. The ease of use for both patrons and librarians ensures that Mosio for Libraries will meet and exceed today’s high expectations of customer service and support online or on-the-go.

Implementation of Mosio for Libraries is simple, with copy and paste support tabs/widget code for library websites, blogs and popular library online resources. Plugins and apps are available for Drupal, Joomla!, WordPress and Facebook. More information and demo videos can be seen at http://www.mosio.com/libraries

About Mosio
Currently available in 16 countries including the U.S., Canada, UK, Spain and Australia, Mosio’s simple support software provides multi-channel customer service solutions to organizations in healthcare, clinical research, education, hospitality, health services, helplines, marketing and events.

Headquartered in San Francisco, Mosio’s technologies have served the American Library Association, Home Depot, Southwest Airlines, Harvard, Enterprise Holdings, American Hospital Association, Walt Disney, State Farm Insurance, Marriott, Kaiser Permanente and the United States Department of Health and Services.
More info: http://www.mosio.com

Mosio for Libraries Intro Video: Multi-Channel Ask a Librarian Software | Chat + Email + Text Messaging + Widgets

The Mosio for Libraries “trailer” video is live! A 1 minute, 45 second explanation of why more librarians are choosing Mosio for their virtual reference and Ask a Librarian software needs.

Mosio enables libraries to receive and respond efficiently to questions from patrons via web chat, email, text messaging and support widgets for your website, blog and electronic resources. We’ll stop typing now and you can just watch the video. :)

 

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Adding Support Tabs: Copy/Paste Emails to Send to IT or Tech Support

The best way to get your Mosio Support Tabs where you want them?
Ask nicely, of course. Here’s how…

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Hello!

Every week we’re seeing new examples of libraries adding their Mosio Support Tabs to their websites, blogs and online collections with ease. Some of them are able to add the code themselves, but those who can’t code have to use other skills: good communication sprinkled with some please and thank yous. This post will give you some copy and paste text to send an email to your web master, IT manager or technical support contact at another vendor to get your tabs up on their sites.

Copy the information below the **** below and add your own little “pretty please and thank you” flair to the email when you send it for best results. The copy/paste text is broken in two sections. Subject Line and Email Body. Copy the text in between the ******

Please note:
In the places below where it says XXXXXXX, you’ll need to change XXXXXXX with your Mosio keyword for it to work.

SUBJECT LINE:
**************************************************************
Adding our Mosio Support Tab to our Pages (Please and Thank You)
**************************************************************

EMAIL BODY:
**************************************************************************************
Hello Wonderful IT/Tech Support Person!

We’d like to get our Mosio Support Tab on the pages of our site/databases so our customers/patrons can have access to us from every page. There are specific instructions below from the Mosio Support Team and if you have any questions, they said you can always email them directly with questions at support@mosio.com

Support Widget Installation:
To get the widget up and running, please copy and paste the following code into the footer of the HTML, just above the </body> tag (or as close to it as you can get). The widget tab will automatically appear on the top right side of the site, but we can customize the appearance and placement after the code is placed.

Getting the widget/tab code on the pages of our website now will enable us to get started, and as they update features, we won’t have to change or update the code. In fact, we’ll be able to customize the widget from within our account.

Note: If in the code below, you see “XXXXXXX”, please ask me for our keyword, it is supposed to go there.

Our Support Widget Code to Paste:
<!– start Mosio Support Widget –>
<div id=”mosio-widget-container”></div>
<script src=”https://chat.mosio.com/chat/widget.js?keyword=XXXXXXX” type=”text/javascript”><\/script>
<!– end Mosio Support Widget –>

Thank you so much for your help, you are the absolute best and I should buy you cupcakes or something.

Sincerely,

Your Friend
**************************************************************************************

That’s it! You can send this to your webmaster, IT Manager or the Technical Support team for any of the online databases you subscribe to. We’ve found all we’ve been in contact with to be very helpful.

Thanks and as always, if you have any questions, please let us know.

Have a wonderful day,

The Mosio Team

Mosio for Libraries
Patron Support Software
www.mosio.com/libraries

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Library Customer Service: Online vs. In-Person (Ask a Librarian Software vs. Asking a Librarian in Real Life)

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Libraries, and the folks who work in them, solve problems for patrons by connecting them with the resources and information that they need.

In today’s online world an ever-increasing amount of this help is taking place via the magic of the web and mobile technologies. Patrons are no longer face-to-face with the library staff who are helping them. Instead, they are communicating with the library from their homes, their offices, and on-the-go via their mobile devices.

Libraries today must be ready to deliver excellent customer service in this online environment. Top-notch customer service is something patrons have come to expect from libraries, and this service needs to extend to the growing world of virtual assistance.

Online customer service is applied in different ways than face-to-face customer service, but it adheres to the same two central precepts:

(1) Ensure the patron knows you are listening to his or her query and that you are committed to helping until his or her information problem is resolved; and

(2) Do it with a smile on your face.

Using Ask a Librarian Software you can achieve number one by frequently communicating with patrons so they know you have not left them. Remember, they cannot see you, so you must tell them exactly what you are doing. One minute of unexplained silence in a chat box can seem an eternity and is enough to lose a patron. If a search is taking longer than expected, give the patron frequent updates so he or she knows you are still with them.

To achieve number two, you must convey your smile with the language that you use. Phrases like, “It’s my pleasure to help you today,” “Have I answered all of your questions fully and completely,” and “Thank you for being so patient,” will go a long way towards conveying that smile and giving your patrons the warm, cared-for feeling they look forward to from a library interaction.

Michael English is an academic librarian and freelance writer/editor.

This article is provided by Mosio for Libraries. To receive these directly in your inbox, please register for our Patron Support Tips Newsletter.


Patron Support Simplified
www.mosio.com/libraries

Mosio’s Text a Librarian is now Mosio for Libraries: Multi-Channel Customer Support Software for Libraries

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For awhile now, our customers have been simultaneously paying us a compliment, but also making a huge feature request: “I wish we could answer all of our patron’s questions this way.” We were flattered, we’ve been listening and now we can say we have fulfilled that wish. Well, almost. Libraries using our software can now respond to patron inquiries via Text Messaging, Live Web Chat and Email, all from a single, web-based dashboard. Plus, we’ve made it easy for libraries to have a larger digital footprint by working with some of the leading vendors and applications in the industry to make it simple to add their Mosio for Libraries support tab, customizable in color, wording and placement on the web.

So, with some more advice in the form of “you guys are more than just Text a Librarian now”, we’ve decided to change the name of the product. We figure Mosio for Libraries describes it perfectly.

If you are an existing customer or partner of ours, thank you for growing with us as we’ve evolved. If you are looking for a better way of supporting your library patrons/customers, we guarantee Mosio for Libraries is the most efficient tool you will use to do so.

We are busy adding new features, working with as many integration partners as possible and look forward to serving you in the future. For more information about how we can provide your library with the fastest way to provide support to your patrons online and on-the-go, contact us for a webinar or a free quote.

Thanks and we look forward to serving you.

The Mosio Team

Mosio for Libraries
Patron Support Simplified
www.mosio.com/libraries