Category Archives: Ask a Librarian Software

Mosio for Libraries – Ask a Librarian Software | Condensed Webinar

We’ve been getting a lot of requests lately for more webinars on different days/times, so we went ahead and made a condensed webinar showcasing all of the features and functionality of Mosio for Libraries. Spend 15 minutes and see how Mosio saves librarians hours every month by combining patron communications normally splintered across channels into a single, web-based dashboard.

We have plugins and apps for Drupal, WordPress, Joomla! and Facebook and adding patron support to your popular online databases and electronic resources is a breeze. We’ll stop here and let the video show and tell…

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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

Customize Your Support Tabs / Widgets – Mosio’s Patron Support Software for Libraries

Customization is Here – Upload Your Library’s Own Support Tab

Hello!

Support Tab customization is here! You are now able to upload your own Support Tab design (or use one of the 70 we have created in our Support Tabs Gallery). This enables you to create a Support Tab that has the look and feel of your own site, along with your desired “call to action” (Contact Us, Support, Ask a Librarian, etc.)

You are also able to choose if you want your widget on the Right, Left, Top or Bottom of your page AND you can decide where it aligns.

To upload your own Support Tab:

1) Log in to your microboard.

2) In the upper right, click on Support Widget Admin (this is where you log in and out of chat).

3) Click on Customize Your Widget.

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This is what you’ll see on the next page (although your tab will most likely be green)…

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After you have uploaded your new support tab, it will immediately show up on your site, you do not need to replace any code on your website.

The Mosio Development Team has been working on several features and fixes over the past few months, we will be announcing more soon, but many people have been asking about being able to have control of the look and feel of the support tabs, so we pushed those live.

Some Quick FAQs:

* Will we be able to change the colors and feel of the widgets themselves?
The widget that slides out will remain white for now, but the Tab that sits on your site can be updated and changed by you as often as you like.  See “Chat Widget Pop Out” below to learn how the widget itself is changing.

 

* Why is that?
We have some feature updates coming up that we feel will make for a better librarian and patron user experience. By keeping the widgets a uniform way, it enables us to make it easier for you to take advantage of those features without spending any time in design or coding. After gathering some feedback from some customers, we heard that because the Support Tab is literally on every page, it was better to give everyone graphic and design control. The upcoming features (see below) will enable us to make these changes seamlessly without requiring anything new on your part except turning them on in some cases.

 

* Do we have to change or update the Mosio code on our web pages?
No and this has always been our goal. We feel it is better to have you place code on your site once and then as we add features and functionality, not to have to ask you to change any code on your end. This way you can manage features from your microboard without having to know any HTML or programming languages once the code is on your site.

 

* Can we be logged into the microboard, but logged out of Chat?
Absolutely. Look in the upper right of the microboard for Support Tab Admin – that’s where you log in and out of chat (see image above).

 

* What other features are coming?
- “I Got It” for Chat:
When a new chat starts, it will post to everyone who is logged in for someone to claim.

 - Chat Widget Pop Out: When a patron starts a web chat from the widget, it will pop into a new window to give them more freedom to click around your website or databases.

 - Email Response: Patrons will be able to choose Email when they decide how they want to be contacted.

 - Choose Your Channel: Patrons will be able to choose any channel to be responded to, even if librarians are online and ready to conduct a Web Chat. This means a patron who has a question, but might not have time for a web chat can type their question and be contacted later, much better than having the, leave the website with their question unasked.

* When are all of these new features going live?
All of the features listed above are being worked on currently and have been during customization. We will be posting target launch dates for each very soon.

We’ll send more updates and feature announcements soon!

Thanks and have a great day!

The Mosio Team

Log In to Text a Librarian

 

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Mosio’s Patron Support and Help Desk Software for Libraries [VIDEO]

Hello!

This video explains all of the great reasons why more librarians choose Mosio. Our patron support software for libraries enables you to help more patrons wherever they are, faster. We offer simple copy/paste widget code for your website, blogs, content management systems and online resource areas. When patrons have questions, they click the tab, type in their question and choose their communication channel of choice: Web Chat, Text Messaging or Email.

Based on our popular Text a Librarian platform, patrons can also send/receive text messages from their mobile phones with your library, giving them communication access when they are online or on the go. Or you can just watch the video which does a great job! :)

To sign up for a webinar or get a quote for your library, visit us at www.textalibrarian.com

See the Next Generation of Library to Patron Communications with Mosio @ ALA Midwinter

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Mosio has something fun planned for all that visit our booth #2701 at ALA Midwinter this year and you really won’t want to miss it! Come see us and get your picture taken with one of America’s favorite literary giants and find out why Mosio is leading the way in Library Helpdesk Software. You can also learn about all of our great new features and functionality that make Mosio the only Patron Support Tool you should be considering for your college, university or public library as well as the discount being offered to all of those that stop by to see us.

Not attending ALA? No problem, we have also scheduled some informative webinars in the months of January and February and anyone that attends a webinar will be eligible for a free implementation fee. This will be a 30 minute demo to give you an in-depth look at why Mosio’s Communication Platform is the future of library communication. Attend the webinar to learn about:

  • Why TAL is the leading Library Helpdesk Software solution serving public and academic libraries.
  • The new chat feature which allows us to provide libraries with a time saving, all-in-one, communications tool.
  • Details of the Mid-Winter ALA Discount offered only to those attending the webinars or stopping by our booth #2701

There are a variety of days and times to choose from. Click here to sign up now, space is limited!

If for some reason you cannot make the webinars give one of us a call and we can schedule a quick personalized demo.

Take care,

The Mosio Accounts Team

Support Tabs for Library Websites – Mosio offers 70 different colors and types!

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We just created a gallery of 70 support tabs for our customers to use and will be including the source file so you can make your own. They come in different colors, formats and text treatments to create a tab best suited for your website, blog or content management system.

Mosio has created the best web-based help desk software for libraries. Help more patrons everywhere more efficiently, in real-time or on your time. Whether they are online or on the go, Mosio makes it simple to communicate with them.

Contact us now for a free consultation and quote.

Mosio's Text a Librarian - As seen in TIME

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Library Guide: Setting up Holiday Auto Responders with Mosio for Libraries

Setting up Holiday Auto Responders

Happy Holidays!

Here’s a quick tutorial on setting up holiday auto responders using Mosio.
You’ve spent time creating great auto responders and with the holidays approaching you want to let patrons know your hours have changed, but don’t want to undo what you’ve already created. No problem! Set up holiday auto responders!

 

Click on Auto Responder (in the Microboard Administration module, see the above image for help). Then click on New Holiday Auto Responder and you’ll be taken to a page that looks like this:

Now…
1) Enter your message.
2) Pick your dates.
3) Click save.
You’re done! :)

And while we have your attention…
Have you added a support tab to your site yet?

We are launching new features that make it even easier to provide support to more patrons while saving you time. If you aren’t ready to launch chat yet, you can still install the support tab. In your microboard, look for the Widget/Tabs/Chat Admin module (above Microboard Administration) and you’ll have directions on how to add a support tab or embeddable widget to your website. As always, if you need any help in setting things up, please let us know by emailing support[[at]]textalibrarian[[dot]]com!

 

Happy Holidays from the Mosio Team!

Adding Mosio’s Text a Librarian Reference Widget/Tab to your LibGuides | Library Chat Widget

Adding Mosio’s Text a Librarian Reference Widget/Tab to your LibGuides

Special thanks to Kristen B. for the helpful info!

In her own words…

“As our resident LibGuides nerd, I played with a couple of ways of putting the code in. To put it in the footer [which places the tab on all pages], the process is: 1.) Login to LibGuides. 2.) Click Dashboard. 3.) Click Admin Stuff –> Look & Feel. 4) Paste the chat code in the “Custom Footer Code” box. This is a “system wide” setting, and the code will appear on every page. One must have administrative-level access in LibGuides to get to these settings.

I also discovered that I can put the widget on individual LibGuides pages by opening the plain-text editor of any box on that page and pasting the code in that way. A really easy solution if one doesn’t want the chat box across the entire system.”

And if all else fails, you can either ask the super helpful LibGuides folks or hit us up for support. We’ve heard from a few libraries that it’s relatively easy to do, but we’ll do what we can can to get it up and running for you.

Are you a Text a Librarian customer? Sign up for our TAL customer newsletter for news, updates and helpful information!

More information about Mosio’s Text a Librarian