Category Archives: Ask a Librarian Software

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

5 Reasons You Should Have Ask-a-Librarian on Every Page of Your Website


To get the most value out of your library’s services and provide patrons with the highest level of service, it is important to make it as easy as possible for your patrons to connect with those services

The best way to connect patrons with your Ask-a-Librarian service is to have Ask-a-Librarian tabs, links or buttons on every page of your library’s website. Here are five ways that implementing such a strategy with your online reference will benefit your users:

1. All successful advertisers know that the key to getting a message across is through repetition and consistent branding. When your patrons interact with a consistent layout from page to page and see Ask-a-Librarian on every page, you have created the best possible ongoing marketing campaign for your service, with an important added bonus: It’s free.

2. While we can predict some user behavior, we never really know when and where on a website patrons are going to need assistance. A patron may be on a page where the information seems to be straight-forward to librarians, but to an uninitiated patron the information may leave questions. Likewise, a patron may be on one page but thinking ahead to another problem or the next step in his or her research process. Having Ask-a-Librarian immediately available from wherever the patron may be on the library’s website ensures that he or she will be able to connect to help when needed.

3. If a patron is interacting with the library’s website, encounters a problem, and then has to recall where to go to find the Ask-a-Librarian service, the library has not succeeded in making the most of the service’s primary benefit to users – the ability to connect them instantly with a library professional who can solve their problem.

4. Consistent placement of the Ask-a-Librarian tab on your library’s webpages makes marketing the service via social media or flyers much easier. When the Ask-a-Librarian tab is on every page of your library website, there is no need to place an easily forgotten URL (or URLs) on your marketing materials – simply state that the Ask-a-Librarian service is available from every page on the library website and where it is located (“look for our Ask-a-Librarian tab in the upper left-hand corner of any page on the library site”).

5. Each Ask-a-Librarian query that comes from a specific page can help you improve the overall content and design of that page. When you have an Ask-a-Librarian chat box on every page, and you are tracking which pages queries come in from, this gives you the great benefit of an ongoing focus group indirectly telling you what works and what doesn’t work on every page of your library’s site.

Responding quickly to queries will help you provide the top-notch customer service that will keep your library patrons satisfied and returning for more business. To make sure your patrons submit those queries whenever they need help on your library’s site, you should have ask-a-librarian tabs on every page.

 

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

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

42 Library-Related Memes [PHOTOS]

Here memes, there memes, everywhere meme-memes! Who doesn’t love them? We’ve compiled a list of 42 library related memes for your LOLing pleasure with identification of each (where possible) as to which is which. Enjoy!

1. Bad Luck Brian

Doesn’t take out any books, library alarm still goes off.

 

2. Philosoraptor

How do I cite sources for my research paper? Use the library writing and citations resources.

 

3. Y U NO

Patron calling library, Y U no use library website.

 

4. Lord of the Rings (One Does Not Simply)

One does not simply return from the library without a book.

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5. Condescending Wonka

A George W. Bush library? Do tell me more!

 

6. Matrix (What if I Told You)

What if I told you that wearing high heels in the library is a bad idea.

 

7. World’s Most Interesting Cat

I don’t always chew up your books. But when I do, they’re from the library.

 

8. Thousand Yard Stare

Caught eating in the library, thousand yard stare.

 

9. LOL Cats

I’m in your library, check me out!

 

10. Grumpy Cat

Your library wants a cat? Pick me.

 

11. Hey Girl…

Good thing I brought my library card because I’m checking you out.

 

12. Foul Bachelor Frog

In the library to work on chinese imperialism assignment, look up memes instead.

IN THE LIBRARY TO WORK ON CHINESE IMPERIALISM ASSIGNMENT, LOOK UP MEMES INSTEAD

 

13. Lord of the Rings (One Does Not Simply)

One does not simply cite 50 references in 10 mins.

 

14. Socially Awkward Penguin

Goes to the reference desk, pretends to use the stapler instead of getting research help.

 

15. Hey Girl…

I know finding sources for your papers can be tough. That’s why I asked the library to provide personalized research assistance.  Just for you.

 

16. World’s Most Interesting Man

I don’t always use the library but when I do I get great results.

 

17.  Keep Calm and…

Keep calm and ask a librarian.

 

18. Skateboarding Professor

First to the library then to class at 8:02.

 

19. Good Guy Greg

You have fines over 10 pounds, lets you borrow his library card.

 

20. Ermahgerd

Havin fern ain’t herd wern u hav a lerbery curd.

 

21. Monorail Kitteh

Now stops @ library.

 

22. Scumbag Steve

Takes library elevator, gets off at second floor.

 

23. Nyan Cat

Library card

 

24. Unknown

Was file sharing before it was cool.

 

25. Philosoraptor

I can book a room in a room of  books?

 

26. Futurama Fry (Not Sure If…)

Not surf if “it’s in the library”, works as justification of source.

 

27. Lazy College Student

I go to the library to read all the new facebook statuses.

 

28. South Park (You’re gonna have a bad time)

If you talk in the library, you’re gonna have a bad time.

 

29. First World Problems

Need to pee when in library, don’t want to lose my computer.

 

30. Unknown

Studying in the library during exam week …Rookie mistake.

 

31. Conspiracy Keanu

Talked in library line, Q tip are my soul.

 

32. Some E Cards

You gotta fight. For your right. To library.

 

33. Success Kid

Walking around library during finals week, found a study room.

 

34. Game of Thrones (Winter is Coming)

Prepare yourselves, due dates are coming.

 

35. Annoying Facebook Girl

Goes to the library, opens chat.

 

36. Paranoid Parrot

Plug headphones in at library. Everyone can still hear my music.

 

37. Insanity Wolf

No eating or drinking allowed in the library? Eat and drink in the library.

 

38. Game of Thrones (Winter is Coming)

Brace yourselves, the tax questions are coming.

 

39. Judgmental Bookseller Ostrich

You don’t understand the filling system. Sorry, I wasn’t aware the alphabet could be confusing.

 

40. Upvoting Obama

Book not in library? Library will buy for you.

 

41. Lord of the Rings (One Does Not Simply)

A librarian does not simply shut kids up with shhh.

 

42. Success Kid

Went to library, found book I wanted.

 

Content copyright original owners. Compiled by Mosio for Libraries – Patron Support Software

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25 Great Text Messaging Acronyms You May or May Not Need to Know for Your Text-a-Librarian Service

Do you speak text?

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Your patrons speak many languages, and you can’t learn them all. But one thing you can do to improve service to your patrons is familiarize yourself with some of the more common terms and phrases in their languages of preference. If your patron is text-savvy enough to be texting his or her librarian, then one of his or her languages of preference is chat and chances are he or she is up on the latest text messaging acronyms.

A great way to enhance chat service for your patrons and maximize your efficient use of time is to become familiar with some of the most common and helpful text messaging acronyms. Speaking your users’ languages, especially in online communications, will help them feel more comfortable and give that personal touch so they don’t feel like they are talking to a robot.

There are thousands of text messaging acronyms, but we want to stick to the ones that can be used in a professional environment and that are not too obscure. These are the ones your users will likely be using, and these are the ones that you should be using as well. You will want to tailor your chat acronym use to each session, gauging each individual user’s chat acronym expertise level by the acronyms that he or she uses him- or herself.

Here is a list of 25 text messaging acronyms which you can add to your arsenal of reference tools.

AAP – Always a pleasure
BIF – Before I forget
BRB – Be right back
BTW – By the way
EOM – End of message
F2F – Face to face
GL – Good luck
HAND – Have a nice day
IANAL – I am not a lawyer
IMA – I might add
IMO – In my opinion
IOW – In other words
ISWYM – I see what you mean
JIC – Just in case
OIC – Oh, I see
OTOH – On the other hand
PD – Public domain
SOW – Speaking of which
THX – Thanks
TTBOMK – To the best of my knowledge
TYVM – Thank you very much
WB – Welcome back
WRT – With regard to
WTG – Way to go!
YW – You’re welcome

The patron texting a question is typically expecting a quick response and librarians need to be prepared to answer text-a-librarian questions promptly. Lots of chat acronyms, such as ROFL and L8R, are designed for close friends. Your users may employ such acronyms, but you will want to restrict your use to the more professional ones such as those in the list above.

And if your patron sends you a puzzling collection of letters and you have no idea what they mean, Mosio’s text speak translator will give you the help you need with its 800+ text messaging acronym definitions.

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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4 Ways an “Ask a Librarian” Presence on your Online Databases Empowers your Library

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Multitasking is incorporated into our 21st century work production and technologies. Having the capability to simultaneously access multiple technologies is often a requirement of today’s workforce. We have become structured to completing multiple tasks at one sitting and when our work demands it. it is advantageous to have our libraries accommodating this need as well.

It is common for database users to have questions

While working at the reference desk of the library, a high percentage of the questions called in from our patrons relate to accessing the databases. Usually, database access requires the patron to know their borrower ID, password, PIN or other access codes. It would be beneficial for patrons to have the option of selecting an “Ask a Librarian” presence for convenience in contacting a librarian for their questions when attempting to access their library’s databases.

Adds a personal touch to your services

Working with databases can sometimes feel impersonal, especially when the patron is new to database usage and requires the assistance of the librarian. Offering patrons the option of an “Ask a Librarian” presence can lessen the users feelings of being overwhelmed and frustrated when navigating through the databases or while using some of the library’s other online technologies.

Connects patrons back to their library

Libraries are attempting to encourage more patron usage in our physical libraries to allow for greater interaction while at the same time increasing our patron’s awareness of our in-house resources including computer instruction classes, speakers from our communities, the latest bestsellers along with introducing them to the other materials and technologies we have to offer them within the physical walls of their libraries. This could be seen as a win-win for patrons and libraries. As we acquaint our users with an “Ask a Librarian” presence, we are in essence tightening our limited opportunities for closer interactions with our users.

Provides library staff the opportunity to introduce patrons to other library services

When library patrons connect to the library for assistance while using our databases, oftentimes it is apparent to librarians that we have additional resources we can introduce the patron to that can be beneficial for their research or school work that they may not be aware of. Last week when a student used our “Ask a Librarian” service in relating his difficulty in finding database information for his chosen research topic, I suggested we also search America’s Newspapers database, where together, we netted a variety of results. This is just one example of the constructive interplay that can be developed between patrons and librarians by including an “Ask a Librarian” type of presence on your online databases.

Diane Perrine is a freelance writer and an academic librarian at the College of Central Florida in Ocala, Florida. She resides in Ocala Florida.
Her hobbies include gardening, hiking, bicycling, volunteering and learning something new everyday.

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

Can personalized library customer service survive in our increasingly digital and mobile world?

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The image of the library in the modern world is changing as rapidly as technology. Gone are the silent, cavernous collections guarded by scowling librarians. Libraries of today are as much about computers and information technology as they are about books. But, one of the things that has always made the library experience so special is the personal touch that customer service provides. The human aspect of libraries is something that can never be replaced by technology, and indeed, today it is more important than ever due to the massive amount of information that is available to patrons.

In the libraries of yesterday, patrons may have sought help in using the card catalogue or locating a book on the shelves. The customer service aspect of those times was much narrower in scope. A patron today may need assistance with a variety of media; books, software, internet databases, and more. Even though so much can be accessed in a solitary fashion, i.e. the patron perusing materials independently, the library experience can be made so much better with strong, personalized customer service. And, thanks to ever-evolving options, the way that customer service can be provided is as diverse as technology itself.

Customer service no longer has to be limited to the actual brick-and-mortar library. Texting, which is vastly popular in society as a whole, is a wonderful tool for librarians to use when helping patrons. A patron can literally be anywhere and still be able to get personalized help and important answers. As much information as there is in the world, there is still no substitute for having an actual knowledgeable person to help a patron with a question. Personalized customer service is as vital today as ever—perhaps even more so! It is a very reachable goal for all libraries to foster strong interaction with their patrons through ever more diverse means. Pursuing this ideal will ensure that libraries remain the most vital source of information that they can be.

About the author: Lizabeth C.S. Bell has worked as a librarian, and has a great appreciation for the power of information. She has degrees in English literature and library science. Currently, Lizabeth is a freelance editor and writer. Follow her on Twitter @LizBell9.