Category Archives: New Features

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:

mosio_facebook_app_screenshot

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:
mosio_facebook_app_button

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

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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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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6 Ways to be More Efficient with Your Virtual Reference Services

Text a Librarian Tips from Mosio | Virtual Reference Chat Widget

Virtual references services can broaden the scope of library services, and help you to reach new patrons, but one of the keys to a successful virtual reference program is efficiency.

1. Create a FAQ for you and for patrons. A FAQ (Frequently Asked Questions) list is a helpful resource for any library website that both benefits patron service and saves staff time. Patrons can answer their own questions quickly without aid of a staff member, staff can direct patrons directly to the appropriate question and answer, or staff can use the FAQ to help answer the questions themselves.

2. Have devoted time blocks for staff members for virtual reference. Virtual reference services should provide patrons with the same quality service as traditional service. If staff members are multi-tasking or prone to interruption while performing virtual reference, it may impede the quality of service. If you can’t set aside blocks of devoted time, or it doesn’t make sense given your virtual reference traffic, have staff working on projects that are easily interrupted and set aside.

3. Select your virtual reference tool wisely. Do your research before selecting a tool for your virtual reference services. You want a tool that can handle the virtual reference traffic efficiently, and you don’t want staff having to troubleshoot technical glitches while providing service.

4. Keep virtual reference limited to ready reference. Virtual reference services should be limited to questions that can be answered quickly and easily. For questions that require more extensive research, request the patron’s contact information.

5. Keep key reference sources at your fingertips. Create a set of shared bookmarks for online resources so staff can refer to them easily and quickly. If there are books that are frequently used to answer reference questions, have staff keep those on hand while engaging in virtual reference.

6. Consider Collaboration. Many libraries collaborate with other libraries on virtual reference service. This can be done through organization with an established consortium, or by reaching out to peer institutions.

Four Ways to Promote Your Ask-a-Librarian Service

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Your Ask-a-Librarian service is a powerful research tool for your patrons, most of whom have come to expect quick and easy access to information and answers. Here are four promotional ideas to get the word out and help your patrons take advantage of this service.

1.  Instructional Sessions and Classes

One of the best ways to promote your Ask-a-Librarian service is to tell your patrons about it directly in informational literacy classes (for academic libraries) or computer and other instructional classes and workshops (for public libraries). A live demo in a class or group setting will really grab your patrons’ attention so they remember to use the service the next time they need information remotely.

2. Posters with QR Codes

Another great way to promote your Ask-a-Librarian service is by placing posters around your library building (and campus community, for academic libraries) advertising the service. Be sure to include a QR code to take patrons directly to your Ask-a-Librarian information page, where they can learn more about and use the service.

3. Social Media

Does your library have a blog, or a Facebook, Twitter, Instagram or Pinterest account? A great way to inform your patrons of an online service such as Ask-a-Librarian is to reach them when they are already online. If they are reading about your Ask-a-Librarian service from any of your social media accounts, then they are either on a computer or a smart phone, and they can go straight to the service and utilize it immediately.

4. Signs on Computer Monitors

Finally, placing small and unobtrusive announcement “bubbles” in the upper right-hand corner of your library’s computer monitors will certainly catch your patrons attention without being a distraction. One of the best methods to create these announcements is to use dialogue bubbles from MS Word. Type in your message, laminate the announcements, cut them out following the dialogue bubble outlines, and then attach one to the upper-right corner of each of your monitors using Velcro or another adhesive method.

These are just four ideas to get you started with your Ask-a-Librarian promotions, but you can come up with many more. The key is to be creative and have fun! When you connect your users with your library’s services, everybody benefits.

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

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

support-tabs-gallery

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!