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We have questions about SpringShare

Greetings from Iowa City Public Library. We have questions about Springshare and how you manage online and social media communications with patrons.
Questions we have: Are you happy with Springshare? Does it work well with: Chat? Text? Social Media? eMail? What is the volume of communication you receive? How do you approach staffing? What level of staff to you assign to respond to questions? Do you use the Question Category to triage who the questions go to? Do you use any automated responses? I'm happy to call but am also curious to try this out :) Thanks! Kara
Last Updated: Dec 23, 2017  |  17 Views

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Hello!

Springshare works great and we haven't had any technical issues. We don't have the chat turned on and don't have it integrated with Social Media, but the texting and email part works well. With texting, you are limited in the number of characters that you have in your response so you have to be concise. We receive between 30 and 50 messages a month, most of which are sent in on Tuesdays. We have Library Specialists and Librarians answering questions. As of yet, we don't use the Question Category or the automated responses.

Best,

Lindsey

Answered by Lindsey BrayBookmark and Share

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