 Good morning and welcome to the last Encompass Live of 2022. Wow. The year is practically over. I am your host, Krista Porter, here at the Nebraska Library Commission. Encompass Live is a commission's weekly webinar series where we cover a variety of topics that may be of interest to libraries. We broadcast the show live every Wednesday morning at 10 a.m. Central Time, but if you're unable to join us on Wednesdays, that's fine. We record the show as we are doing today, and then it is posted in our archives for you to watch at your convenience. I will show you at the end of today's show where you can access all of our archive recordings. Both the live show and the recordings are free and open to anyone to watch. Please share with your friends, family, neighbors, colleagues, anyone you think might be interested in any of the topics we have on the show. For those of you not from Nebraska, the Nebraska Library Commission is the state agency for libraries, so similar to your state library. So we provide services and resources to all types of libraries in the state. So you will find shows on Encompass Live for all types of libraries. Public, academic, K-12, corrections, museums, archives, historical societies, really our only criteria is that it's something to do with libraries. Book reviews, interviews, mini-training sessions, demos of services and products, all sorts of things. We have a Nebraska Library Commission staff that come on and do presentations for sometimes, for things here that we're doing through the commission, but we also bring in guest speakers often. And also, and that's what we have today, we have a guest speaker with us. Good morning, Bobbi Jean. Bobbi Jean Ludwig is from our University of Nebraska in Carney. And this is also the last Wednesday of the month, which means it is also our pretty sweet tech day, which is usually our technology innovation librarian. Amanda Sweet has a monthly show, that's always last Wednesday of the month, or she talks about, or has presentations with speakers or anything tech related. So if you're a techie type person at your library, this is the day for you to be here. Amanda is spending the holidays with her family this week, so we have Bobbi here to join us and talk about how to manage technology problems in your library, using SpringShare. LibAnsers, LibAnsers, LibAnsers, how is that pronounced? LibAnser, well, LibAnser. Is it up for debate? Like, LibGuides, LibGuides, nobody knows. Yes, exactly. So I will hand it over to you, Bobbi Jean, to take away and tell us about how we can do this. Okay. Sorry, I'm still messing with the controls. I have to stop messing with the controls. Yes, hello. Well, I don't have the video, so I guess the attendee shouldn't have it anyway. Yeah, that's fine. That's what I have. You'll just see your slides. The cameras are there, looking good to everyone. No problem. Okay. So yes, so I'm here today to talk about managing technology problems, using SpringShare LibAnsers as a ticketing system. We, well, I'm just going to, I'm going to just jump right into the next slide, because this helps me know what to say. So again, I'm going to give a little bit of background and then go into the two things that we considered and then go into a little bit more about SpringShare option. And then I do hope to have a lot of time for questions or discussion too about ways of kind of handling this type of thing. So a little bit of background. The Calvin T. Ryan Library serves all the University of Nebraska at Carney students, faculty, and staff in person and online. UNK is the smaller regional university of the Nebraska system. Our FTE for 2021 was 4824. And our library staff, we have 23 total staff. We have eight faculty librarians, seven manager professionals and eight office staff. So to me, that's a little bit smaller, but also not as small as some that may have less than that. But definitely not large where you've got, you know, very large departments are very large people in those departments, or, you know, a lot of people in departments. However, here at UNK, I am the coordinator for library technology services. And I supervise three full time staff in what I consider our tech team, our tech department. We have our workstation support specialist and he is hardware and software in the library. So kind of handles the computer labs and basically a lot of the non library software. And he is our conduit to campus IT. Our web services manager, he manages our library website, the Primo user interface, which is our discovery layer, discovery service. He does also deal with our live guides and some of that and social media and marketing, working with some of the other librarians on that. And then our information systems support specialist was just a very long way of basically saying our LSP manager and handling a lot of the administration of Alma and Primo analytics and also electronic resources support. So handling kind of that variety of things. So the question about those staff is something I was wondering about at libraries, because before I worked here at the Nebraska library commission, I worked at a university library back in New York for nine years and libraries are, I think, different from the tech stuff from every other department in the university systems. You need to know something different about running hardware and software in the library than really probably any other department in your university. So we started out, we had to work with campus IT. And that was really painful to explain to them how things work in the library that you couldn't do certain things you think you could do in other places. So we ended up hiring our own staff version and required them to have both computer technology experience or degree and an MLS library science degree so that they would understand libraries. Did you do that for these people or do you know? Actually, both our web services manager and information system support specialists have library degrees. More recently, both of them actually got those degrees. Our LSP manager is, I have to just say he's awesome because he was a tech coordinator or he basically was the computer side similar to what our workstation support specialist does. Prior to leaving UNK, doing some other stuff and then coming back into this position. So he is like the best of both worlds because he does have a very, yeah, definitely, you know, thorough computer background, but then also the library background. I think that's what you need in these kind of positions. You need a little of both worlds. Yes. Yes. And so the workstation support specialist was, like I said, is really more, and that position is sort of even co-supervised by IT. I mean, really, I'm the supervisor, but we do meet with kind of an IT person and make sure that things are on track because he is the one that has to know the things that are campus related. So new networking, new security is a huge thing right now. So there's a lot of different things that he has to stay on top of and be aware of. And I think it would be ideal if he had a library background, but I will say that in our exact situation that we have right now, what he does have that sometimes is hard to find in IT people is a definite desire to help people. And so having that does really fit in with our other tech team people with trying to figure out the solutions that are going to work for the library. Unfortunately, we do, I mean, I think everyone has to generally go by their campus IT or if you're a public library, maybe the city or county. We don't always have free reign over everything. Yes, it's true in public as well. Yeah, of course, there's always somebody else. Yeah, yeah. So I think right now we do really have a great, and I think going forward if we had to rehire these positions, I would really try to emphasize have finding people with those combinations because they are library staff. I mean, even the person who's kind of with IT, I mean, the library hired that person. So this is all people being hired by the library. All right, thanks. Sorry to jump in there. I always think about it with libraries and their IT people like where are they coming from? Yeah, yeah. And I mean, we can even tell the differences sometimes with some of the people that they work with who are more tech and don't have the library background. It is sometimes harder to make the connections and understand things. You know, if they don't know what a mark record is or if they don't know things like that, sometimes that can come into play. So okay, I'll go on to the next slide, which so a little history. So I started here five years ago and was immediately asked by the Workstation Support Specialist if we could implement a ticketing system because he was, you know, using his email and he was trying to manage things and because we are small and we're this like, you know, good group that works together, but everyone just wants to go to you and tell you and ask you questions or at the moment that it comes up and no matter if you're in the middle of something else. So he would get requests for things or be notified of problems while he was walking down the hall or, you know, and that just wasn't it really wasn't conducive to getting them all tracked and completed because you see someone and they say, oh, I have this problem, but then you're in the middle of something. And then by the time you've gone back to your desk, you might have had three other people tell you about a problem. And again, just just keeping keeping track of all that was something that he really wanted. And so initially, I had started investigating spring share live answers because I had attended an ERNL session on it. But that was very focused on just using it for e-resources troubleshooting. So I really wanted something though that we could kind of handle a variety of things, you know, maybe yes, access issues for electronic resources, but also, you know, website issues or updates or things that maybe librarian wanted something added to our website or our dean wants something added to the website, having a way to like funnel those through a system instead of just sending emails. So that is what started but then we got sidetracked by the major project, University of Nebraska, we did an ILS RFP and we migrated to Alma Primo. That was during COVID that was 2020. And I mean, it had actually started because for anybody who's been through that, that's something I could talk about for sure too, but like, I will not. But that process. That's a show for another topic for another show. Exactly. But the RFP process and then this, you know, you finally get this, the selection and the vendor and then you have to go through that. Yeah, it was anyway. So, but that really was a big, a big push back to this idea of having a way to track issues because we were going to have a new system. We, you know, staff was going to be having to do something new. And we really wanted a better way to make sure we kept track of all that. And since it was a new system, maybe finding, you know, that would allow us to also see if the same things were coming up, if people were having the same troubles, just, just things like that. So we, you know, wanted something, again, that wasn't just focused on one aspect. We wanted something that could track the problems with the computers and the printers in the labs or out on our, we have, you know, computers out on the main floors, any websites, website updates or problems. And then the issues with the new LSP Alma and the Discovery Primo. So that was, that kind of brought it back to the surface and we really kind of buckled down on this. I, I just wrote it down and I believe it was September 2021, which I think I'll actually mention later is when I think we finally got this going. But when we did initially start talking about it, even though I had very much been thinking about the spring share, we did have another option to consider. So the two things that we considered, and again, we considered these because they were things we were already familiar with. We did not do any kind of thorough investigation out there to see what, you know, what the options were mostly because we needed something that we could do fairly quickly and something that again we were familiar with. We were already learning a new system. Didn't really want to try to add to that. So I mean, that's, that did limit what we looked at. So the spring share, again, the pros were we could control how we set it up. We were already familiar with spring share. And we also could transfer tickets from the reference queue because we do use LibAnswers. We have the chat and so sometimes questions come through there that are definitely technical or they're an access problem. And so we can transfer it and then it would come to me and, you know, we can kind of manage that a little bit better. The analytics, I thought were, you know, we're good. We could see the tickets, what types, there is different information you can pull out of that. The cons for that obviously we would need to set it up and it would be an additional cost. And I'm going to touch back on that a little bit later, but we would, we were looking at adding another queue, which is what it's called in the spring share world. You know, we have the reference queue and now we have the LibTech queue. And that was what the additional cost was was for the queue. Now the campus ticketing system, now our workstation support specialist was familiar with that. It would have made it easier to elevate tickets to campus IT, especially in some of the cases with our, you know, the computers and the printing. Sometimes that does have to go to IT anyway. There was some structure already in place. We didn't think there would be any additional cost. However, to me the cons were that we would definitely lose some of the control over the management of it. We weren't really sure how difficult it would be in the, in the long run to get someone to work with us on it. Although we, this came up because we had talked to someone in IT about it, which is why it even became, I guess, even got on our radar. Again, I saw it as potentially harder to get analytics, probably needing to go through IT instead of just having all that at, you know, at my fingertips basically or anybody who can log in as an admin into the system. And the truth is, the system is complicated. And this is coming from the person who was working with it and said that even with, with having worked with it for a while, it really was complicated and only one of the four of us was familiar with it. So that would have been a learning curve for the rest of us to try to figure out how that all, you know, could, could work out. So those were, those were the things that we considered. The unknown for both honestly would be, would we get buy-in from the staff? Because again, they were very used to this more informal way of, you know, alerting us to problems, which is all fine and good. But again, it can, it can be problematic when you're trying to track things and make sure that you're following through and following up on things. So I wasn't sure how that would go. So we did end up going with SpringShare. Again, the logistics of it where we needed to add that second queue. So we had to get that set up and you know, arrange that with them. The library, we needed to set up the question form or basically the form that the staff do fill out when they submit the issue. There is also, if for those familiar with SpringShare, you know, there's analytics side to it where you can, I guess, add different information to the ticket. And, and when we close the ticket, I should, I should say it this way. When we close a ticket, you can choose to add it to the analytics and you fill out different things that you set up. So if you want to know how long you spent on the question, if you want to know what type of problem it was, you know, things like that, you can set all that up. So we had to set that up and we had to set the form up. The form honestly can be as easy or as complicated as you want. But one of our major decisions was whether or not we were going to use routing. Because we did have three people, and me additionally, that would be looking at these things and each handled something pretty different, we could have a way of just having the person submitting the form select the, you know, the area of the topic of the problem, and then it would automatically go to that person or it would automatically be assigned to that person. And we did do that because one of the struggles that I foresaw, because I kind of see this a little bit with our reference sometimes, is if it's only going to a general, you know, maybe a general email, or if everyone is getting every ticket, or let me back up, with SpringShare when someone submits a ticket, you get an email, and you can set that email to go to a certain email address. So for our reference queue, we have it, we actually have it set to go to multiple people. But there isn't any, again, there isn't any type of routing, because we don't necessarily have the patron identifying what they, you know, what their, their reference question is about. So with the tech, with the tech, with the tech team tech, LibTech queue, we have it so that the form, and I actually show you the form, you select the topic area, and then it would go to that person. So that person gets the email. Now, having said that, because you can also log into SpringShare and see all these tickets, any of us can see other tickets. I, as the admin and the supervisor, look at all of them, but the staff, they generally filter their view to just their tickets, but if they needed to, they could see everyone's tickets. So again, and even, even that is, even that is customizable, depending on, I'm not customized, but there's, there's different settings you can have that can impact who sees, who sees what. So anyway, so the routing was definitely something that we just thought would be easier, because that way it wasn't just going to a general email that people may or may not know if someone else grabbed the problem or didn't know if it was for them or not. And this way, if they get that email, they know that that's, you know, they're, they've been assigned that issue. And I also reassigned things sometimes, because as I look at all the tickets, and sometimes I actually get tickets, because I'm more of a default, like, if you're not sure what the, what the topic is, or if it covers multiple topics, because you could be having a problem that, well, you don't really know if it's just an access issue, or if it's a Primo issue or not. I mean, sometimes there could be multiple issues going on. So those tickets come to me, and then either I do deal with them or I assign them to one of the other, one of the other people. And the other thing that you can do is, if you assign it, you can also add a note when you assign it. So sometimes I do add those notes because I'll assign it, and they'll get that notification to say, okay, I'm assigning this to you, could you please, you know, check this, because I think this is, you know, what the problem is, and this is under there, you know, under their area. And again, I am copied on all the replies. That's something that I specifically have set up. I don't believe you have to do that. My email does get out of hand sometimes, if there's a ticket going on, and you've got these back and forth, because I keep getting all these responses. But again, I, especially since, I mean, I guess it's been a year now, but we really, I really wanted to see the types of problems coming through, and things like that. So I'm going to go to the screenshots, and I really wish I could go live into our system, but obviously I don't want to, you know, we've got stuff in there that probably shouldn't be recorded and shared to whoever. It's always good to, you never know what's going to happen with technology and your connection if something won't do what you think it's going to do live suddenly. Yeah, that's true. So this is, this is what you would see if you had your cue and you were editing or kind of managing your cue and the different things that you can change. And again, if you're familiar with SpringShare, and if you're familiar, if you have a live answers, or if you do the chat, this is the same. And one thing I wanted to add or say that I haven't in previous times I've spoken about this topic is if you can afford the extra cue, but you already have live answers, or you already have something, you know, you already use it, there is likely a way that you could create the question form that could allow you to use it for multiple purposes. So again, maybe you have, maybe you have the question form, be a routed thing, and maybe you just have two options. If it's technical or if it's more, you know, reference, I mean, you maybe would have to think about the wording of it. But I really feel like there's a way that you could do it if that's what you currently have. Though it might depend how you use it and things like that. Our reference question form is very basic. And so again, we could have just adjusted that. And if you know, again, that's just because again, the extra cue is a cost. But if it's something you already have, maybe you use the form to maybe try to do this and manage it. So anyway, these are the different things that you can do. Again, you can name it, you can, I do not have it set to add to the reference analytics by default, because we have separate analytics. So we have analytics for, you know, we have, you know, and actually I shouldn't say that. I think it breaks down by the cue, it's still all reference analytics. But I don't have it done automatically so that people can add in what they need to when they fill that out. The question form, again, was the big piece that we did. So you can actually, under quality, you can actually send follow up emails or ask for feedback, ask for a rating. We don't do that. But there is a way of doing that if you really, maybe you're larger and you do want to get some feedback on customer service and how things are getting answered and how the patrons are feeling about or the staff are feeling about their responses or their, you know, the solutions to the problems. Like I said, I don't currently have that set up. You can set up email templates, notifications. I think that's about the notifications as far as who sees what responses and things like that. You can also have an SMS. You can have it be that people could text you problems. We don't do that. But we do have that for our reference cue, I believe, where people can context. So that's always another option. And then in this case, I'm not sure how social media would play into it. And then, but then language, that's some of the labels and things like that. So that's kind of the different things that you can look at. Again, I wish I could go into more of the system just to show you. But I am going to show you our question form. So this, again, I feel like we kept it fairly simple other than doing the routing. The one view is what you see as the staff or the patron. Again, my question problem is related to, now they have to select one. This is a required field. And again, we have those categories. And actually the other side shows you what our categories are. We have library website libguides. We have library computer hardware software. We have Alma, Primo, search and eResources. Just because those are generally some of those eResource access issues or searching problems in Primo or things that are just weird when they're trying to discover something. And then each of these goes to a different staff member. So that's kind of how that first question, that first question is where the routing happens. I'll jump on here and just to let everyone know too, I did not mention this at the beginning. If this slide is, because it's so, the text is kind of small to see. After the show, you will all have access to the presentation slides as well. So you'll be able to take a much closer look at all of the screenshots and everything that's on here. Yes. And there is, I have a link later to our form as well, so in the slide. So that way, if you wanted to actually see the form live, send us some random tech problems. So my question problem is, and then that's where they really can fill in maybe the beginning, like the general question and then more detail explanation. You notice neither of those are required fields. Sometimes those are very, sometimes people put a lot in here and sometimes they don't. Sometimes with certain problems, what ends up happening is like I said, you end up with a back and forth or honestly, in some cases, once the staff member receives the ticket, they might just, they might go and find a time to just go talk to the staff member, especially if it's something that isn't making sense or is something that could be is better seen. We do have some staff that will include screenshots, because again, you can click, you can add, you can add files. So they can include screenshots, which we do, you know, recommend if they can. And then their information. Now, we did add the submitted on behalf of just for the sometimes, sometimes things happen where maybe the staff member received the problem from a patron using one of our computers. So they might be, you know, they're submitting it. And then they're just saying, you know, on behalf of a student that was using, you know, this or that. Because one of the things that we also did, this is technically not public. This is really more for our internal like internal. We have thought about maybe expanding it out and making it, you know, adding it to say Primo and having it be a way that people could report problems and things like that. Primo has recently added a way of doing that kind of within their own within their system. So one of the things we're going to be doing in spring is looking at that versus this. And if we wanted to expand this out to be beyond just staff. But right now, our main purpose with this was was internal was internal issues or issues that were reported to staff, staff of faculty in the library. Again, we opted to keep the form simple. We did have the ability to add files and screenshots. And the first question again is what controls the routing. So I think, yes, we're going to go to the wrap up. And then hopefully questions. So I do have the link to the question form. So again, when you get the slides, you'll be able to see that if you want to see it live. We began using this September 1, 2021. And we've had almost 300 tickets since then. Though probably a few of those at the beginning were our test tickets. And I will add that one thing that our I think mostly the workstation support specialist has done is he has sometimes added tickets for himself. And actually, I've done this as well. I'm sure reminders to fix something or yeah. Yes, because there's no reason why I can't because especially, you know, because even with this, there are things that come up or happen that get lost. So we had a thing happen recently that I'm I needed to systematically go through quite a few things. And I added that. I added that as a ticket because that way it was always there in my queue. It was always there in my list. And I could kind of add, you know, I can add you can add internal notes, you can add notes to it. You know, there as with a system, you can, you can enter a response that goes to the person who submitted it, but you can also add internal notes. And so I was doing that as a way to track which ones I had completed and what I still had to do. So again, we definitely do that. We definitely have staff. The other thing that I didn't mention, I'm just going to sidetrack real quick. You can add tags to your tickets. And one of our staff does that. So he will actually tag them with different things so that if he has, you know, common things come up, he can easily go back and get all and and pull all those tickets. So that's another way. Again, there's just there's a lot of ways that I haven't really gone into that you can track things or tag things or like I said, with the analytics, the things that you can kind of pull out of it. So again, the tech staff, tech team staff love it, at least from what I've heard, generally feel it's easier to keep track of issues, that things don't get lost in email. And as a supervisor, I really like it because I can see kind of the overview of what types of problems are coming through, how long things are taking to get resolved, even though I don't look at that all the time. But it's still, you know, if I notice the thing, if I notice a ticket that's open, and I feel like it should have been something that, well, why hasn't that been done yet? I will check in with the person and be like, hey, this is still open. Sometimes it's just, oh, I forgot to close it, which I do. That is one of the things I will say that I struggle with is getting them to close the tickets once they're actually done. So I regularly send out, you know, or we'll give them reminders of like, close tickets, close tickets, if they're done. The staff, I think, could probably still be fine without it. But I think they're getting a little more used to it. One question they often have is, like, what should be submitted and what's not? And I usually tell them to, you know, if you're not sure, just submit it as a ticket. Because even if it needs to be, maybe go beyond that, or maybe it's something that doesn't quite fit, it really is the best way of getting things on our radar and making sure that we're aware of things and tracked and that kind of a thing. When having a record of that, it turns out to not be something that needed something done by these particular people by a tech thing, it's, well, here's something that keeps popping up. And, you know, just having the conversations among staff doesn't track that kind of thing unless everyone remembers and keeps mentioning it. But having it in writing makes a huge difference. Yeah. Exactly. And you just made me think of something else that this will exist no matter who these staff are. And those tickets stay in this, you know, they'll stay in the system. So again, if we had someone leave and we hired someone new, they still should have access to some of that information. And that's the big, to me, that's one of the biggest things with an individual email account. We actually have for another area, for eResources, we have a general account that we use. But sometimes some places don't like having generic email addresses, right? They want everything tied to a person. But in the library, that's sometimes really difficult because then if someone leaves, where does all that information go? If you've been tracking things with your email, where does it all go if your email goes away? Right. Or you leave in somewhat, you know, so again. The loss of that institutional knowledge is something that people sometimes don't think about. And when a person leaves, this will still keep that person, what that person knew about or reported or had issues with. And you don't have someone else who remembers, oh, remember so-and-so said 10 years ago that this is a thing. Yes. Thank you. So I don't know. I think that that's again, because it's a system that multiple people can go into. So I like that idea of having it. And again, it also can keep us all more accountable, which I like because again, we have tracking and we have ways, and I can see how many tickets are open. If any of you are familiar with Live Answers, there is a way that you can see the time between something getting submitted and when it was first acted on. So if you are really concerned about things not getting addressed quickly enough, you can see those metrics. You can see that. So anyway. So yeah, implementation was straightforward. I think I talked about some of these. But again, I didn't really show analytics, but there are just things that you can definitely pull out that I think are useful and could be helpful for people. Other particular reports that you pulled? This is the thing. I really use it more as, I don't know how to say this, like a general way of keeping track on everything. And well, I do have to do my annual review. And for my annual review, I will likely go in and pull like the number of tickets and maybe the number of tickets and then the breakdown of like the area, like how many tickets were computer hardware or computer printer, how many were on the Primo and things like that. But yeah, that's the thing for me personally, it's really just been more of this overview and some basic numbers. Yeah, there are certain people. Certain people have a brain for statistics and numbers and things like that, and they are really into it and love everything you can get out of there, out of these kind of systems, and they will just go crazy for it and love playing with all of it. Yes. If anybody wants to talk more about that, I would be, well, I, because I could maybe go into more specifics with the system one on one. Instead, you know, like I said, I don't really want to share our full thing here. But and in general, if there are any specific questions or you want more details on things, my email is there. And I'm, we still have some time for questions. Yeah, of course. Great. Thank you. Yeah, anybody has any questions? I see there are some in here already. Just a reminder, anyone who came in later and use the questions section in your GoToWebinar interface, open that up and type in your question and I can see that. And I'll read them off for Bobby for to answer the questions. First question is, you mentioned just on the previous slide, how many had been submitted since you started this? Do you notice and I don't know how you kept statistics pre-lib answers? Did you notice an increase in tickets or issues being reported? Or do you notice some sort of a difference? So honestly, I don't, I don't because my position was created. So there really wasn't any, I mean, I think the only, there really wasn't anybody tracking anything prior to this. I think, I'm trying not to say names, but I think our Workstation Support Specialist may have some information on like how, like what he was taking care of. So there could be that. But I don't really, I don't really know. Yeah, I did notice because I looked right before this. I looked at, it was interesting, some of the spikes I saw, but it also sort of went along with when I think, when I knew. So for example, you know, semester times, right? There's always certain peaks during the semester. So, and then there's summer. Summer was quiet, but then there was something where we were trying to implement something, there was kind of a little bit of an increase. So I actually, I think now that I've looked at that, and like I said, now I'm working on my review, I think I'm going to look at some of that to see if there were, if things, you know, differ, if there were kind of peaks. And, but in general, I think, in general, it's probably, yeah, I would, I would definitely have to find out from, from, if there was any tracking. Oh my gosh, suddenly we have so much more work because we implemented this. It's still the same amount of things happening and being reported generally. Yeah. Yeah, I think so. But it's interesting that you say that because one of the other things that we had talked about when we first started talking, you know, before we implemented it was, I told them that I also wanted to see how much of their time then was spent dealing with problems, as opposed to maybe doing the other tasks that they should be doing. But the other side to that is most of them have a part of their job that is dealing with problems or dealing with those types of things. So it wasn't necessarily that I was looking for that. So anyway, so we had a conversation though about, well, how are you, I think at the beginning, maybe there was a little bit of a concern that I was going to somehow use this. But, and I think you could, you could use it in many different ways as a manager. But really, my main goal was to just have a way to track things, have a way to track things and get them done. Because it just, things were getting lost. I mean, I had things get lost in my inbox that I found a month later that, oh, I was supposed to, you know, follow up on this and I never did because. We all do that. Yes, I am guilty. Well, it's the way the world is, it's life. And so I guess you also didn't notice any sort of like a decrease because you said the staff pretty much have taken to it pretty easily. Nobody suddenly said, you know what, I'm not going to report anything anymore because I just don't want to do the form. So no, I don't think that's necessarily the case. But I do think that there's sometimes a drop after someone either doesn't get the response that they want. Or like they just don't think we're going to, we're acting on it. And we, so one of the things again, we're small enough staff that we generally keep people up to date on what we're doing. And if we're making progress or not, because there are some things that quite honestly are just open-ended problems that I mean, if you've ever submitted a ticket to a vendor, you know that they go into this limbo of like, yeah, so we do have things that we tell people this is something that we're working on, but it might be a while. But then after that, you know, maybe that person then won't submit something for a while. And then I'll be like, are you sure you know, and then, or they'll talk to me and they'll say, I'm having this problem. I said, oh, we'll submit the ticket. So I think sometimes that can affect if they're doing it or not. But I don't know. I think for the most part they've, I mean, I don't know. I can't speak for them. I keep saying I'm going to do like a formal assessment, but I find out that I can't even just do a, well, yeah, it's not easy a lot here. Well, the system is working and you're getting things taken care of. So that's what matters. Yes. People can dig into it any more later. All right. So you do have other questions here. Anybody has anything? Don't forget to get your questions typed in. So wants to know if can the tickets or, well, obviously reports can tickets themselves be basically can everything be exported in the event that you were to move away from live answers to something else, but you still need all of that historical data? I'm pretty sure because I'm pretty, and I guess I should try to verify that, but I'm pretty sure there's like you can export to Excel almost a lot of the like the, I'm going to stop sharing my screen. Is that okay? Sure. Okay. No, only because I want to, if I do that, I might be able to quick take a look at that. But I know there are definitely things that you can do that with or that, I mean, you can, you would be able to pull it all out. And I don't know if, again, if people are familiar with SpringShare, but one of the other things I will say about SpringShare is they are very, their support is really is pretty good. We generally get quick responses. Their help is some of the better written stuff out there. If you are used to reading knowledge, you know, like, yeah, they are pretty, pretty good. Their instructions are fairly clear and straightforward. Um, so I'm going to go to statistics here. Yeah, I'll see what comes out of there. Yeah, export. Yep, export. Yeah, export transactions, export statistics. Yeah, it looks like there's quite a bit, and not just quite a bit, but yeah, you can, because what you can do is you can kind of set your parameters of what you want to pull out and then export it. So. Nice. Thank you. All right, here's a question. I don't think you'd mentioned it in the slides just previously. Is there anything that you would have done differently now that you're using it, like as far as with the investigating, deciding what to go with, set up and everything, anything, you know, one of those like, you know, learn from our mistakes type of. So I will say that maybe we should have looked at it. I mean, I don't, I don't honestly even know what else would be out there. So maybe I should have done that. I got this question at NLA, you know, well, how does it compare to other things? I'm like, that's a good question because we haven't compared it to a lot of things. And what's in, what's the side note that's interesting is our NU, Nebraska, University of Nebraska system is actually going about to start RFP for a new ticketing system for a new, they call it something different in the IT world, right? Oh, for like the university. ISTM, ISTM, I think, yeah, ITSM, sorry, ITSM, RFP that they're working on. And apparently when I started around 2017, they had, they had been going through trying to replace the system that they currently use. But I honestly, it sounded, it sounds like one of the things that became a problem was accessibility. Because accessibility is, is such a big thing with everything now. And I will say on spring share, like, I feel like they're one of the vendors that does do a lot to try to do what they can to meet the, you know, to meet and exceed the, the highly aware of all those issues. Yeah. Yeah. So I think, so yeah, I think maybe, maybe that maybe look and see, maybe think about it more to have made it like something that we put out there for, for public and staff instead of just staff. Well, can it be expanded to add, you could add that as a whole. Yeah. Could that be a new key to pay for then probably or? No, so I think it would truly just be adding, maybe editing our question form. And I don't even know if we would have to edit the question form, maybe just what the initial top says, because the initial top part is very much geared towards, you know, if staff are filling it out. But it could be something more, more general. Yeah. Yeah. Yeah. So so you're using this in at Carney for the library. So this is just you all are just using in Carney. What about the other for those of you not aware there are multiple University of Nebraska locations here in the state. So this isn't this isn't a university wide of all the No. And I mean, if we were using the if we were using the IT system, it probably could become something like that. But we I and I don't know what the other campuses are doing. I think well as far as reporting problems like say within the discovery, if they're in doing if they're in their search, and I think someone might be just using a lib wizard form. So it's just something a little more more basic. One of the things this is one of the things I will say about this specific piece of the spring share app suite right is that ability to kind of track things more as a ticketing system. So I know someone told me and I don't remember if this was one of the other Nebraska universities or if this was just someone else I was talking to about this. But they said that yes they were using a form, a more generic form, but then it was just going into an email and they were using a spreadsheet. And like a Google forms type thing. Yeah, which I just I I it's a way to do it. Yeah, if you if you can't afford it because that is right. Probably a very cheap way to do it. But as far as the tracking of it, just because this is still in a ticketing system format, it helps. This is a lot more in depth and for for those kind of specifically for that purpose. So it's got all those bells and whistles that you need for a ticketing system as opposed to web form just goes in a spreadsheet and we track it and keep track of ourselves. Yeah, that is a way to go. Yeah, there are multiple campuses at University of Nebraska, Lincoln Omaha, so with their own libraries, of course. Yeah, yeah. And they also have different tech IT setups, I guess at UNL being the larger their library technology people really do have more of the technology experience. They're more and I don't know the structure. I actually don't know the structure there or anything like that. I just having met them and us working together on some things. They very much are the tech people. And so there isn't quite the same overlap of knowledge that we have here. One of our you know, our our person helps them out a lot in that regard. So trying to to basically to break down the communication barrier of like, okay, the librarians are asking for this, but I don't know what that means. Can you help me? Because from the technical side, this is what I know. And from you know, this is what I can tell them. But I that's not translating back to them. Yeah. So but they have a lot of they have a lot of tech tech experience, they have a lot of knowledge, things. Yeah, things that go beyond some of what we have here. So that's why we share or why we collaborate and work together. Yeah, you're separate but you are working together too on some things. Exactly. All right. Well, I don't see any other questions that haven't gotten answered yet. We're almost 11 o'clock. So we could start working and wrapping things up. Yeah. If anybody does have any desperate questions you want to ask a Bobby before we do, I got a few minutes here. I'm going to wrap things up. So go ahead and type in your questions. I'll keep an eye on that. Anyway, as well, I do my little wrap up of our show. So thank you so much, Bobby, for being here with us today. This is great. I think it's been very useful for a lot of libraries. Just even if they can't don't go with Levenser spring share specifically, a lot of the basics of how these kind of systems can work. And you talked about comparing or not, what to look at when you are comparing. Yeah, look for and look into if you're thinking about doing this kind of thing and what other options are out there. That would be great. So yeah, thank you everybody for being here today. Thank you. Thank you. On our, back to our main Encompass Live website here. If you use your search engine of choice and type in Encompass Live, the name of our show, we are the only thing out there called that nobody else is allowed to use that name. And all of our pages will come up first in your search results. We've got our upcoming shows here and I said I was going to show you today's show is being recorded and it will be posted here to our archive. I hope to have it up by the end of the day today, maybe tomorrow morning depends on a go to webinar and YouTube cooperate with me. Our most recent shows go at the top of the page here. And there'll be a link to the recording and link to the slides. Bobby, you can send, did you already send those to me? Maybe not because I actually just edited them this morning. So if I did, let me resend them to you. I will do that right after this. Yeah, okay. So yeah, that'd be great. Thank you. And so you'll have access to all the slides. Everyone who attended today's show and registered for today's show, get an email from me letting you know when it's been posted, when the recording is available. But we also do push out onto our various, we have mailing lists here through the library commission for libraries in Nebraska. And we do have a Facebook page, we link to it from all of our Encompass Live pages where we do also post here's reminders about today's show. But here is the recording of yesterday's show is available. So you'll see that out there. And we also use Encompass Live hashtag on Twitter and Instagram to send out notices as well. While I'm here on the recordings page, I will show you there's a search feature. If you want to look to see if there's any topic we've had on the show, you can do a search. You can search our full show archives or just recent 12 months if you want just something very current and up to date. And that is because this is the full show archives and I'm not going to go all the way to the bottom because this is a huge list. This goes back to when Encompass Live first premiered, which was in January 2009. So where's that 10, 12, 13, some odd years, it's getting crazy. But we have everything as long as we have a place to host all of our recordings, which right now they're all on YouTube, we will have them out available for you. But that's something we do as librarians, keep things for historical purposes, but do pay attention if you watch an archive recording to the original broadcast date. Everything is a date showing you when it was first done live. Some of the shows will be fine and will stand the test of time and have great information and resources. You can still use them, but some things will become old and outdated. Services and products may have changed drastically or might not exist anymore. People who did presentations may now work in a completely different library, so they're not where they were before. So just pay attention to the dates if you do watch any of our shows. Doesn't look like we have any other questions. So yeah, that wrap it today. So that wraps it up for our 2022 Encompass Live shows. Thank you, Bobby. Thank you, everybody. And yeah, we've got our upcoming shows for January and February getting filled in here. So keep it on here for more shows. Our first show of 2023, we're going to talk about gaming. Critical Hit, tabletop gaming in the library. Caitlin Lombardo, who's from our Lincoln City libraries here in Lincoln, will be talking about how they run gaming programming at their library. So please join us next Wednesday for that show. And any of the other shows, go ahead and register for them. We'll see you all in 2023. Thanks, everyone. Thanks, Bobby. Thank you. Happy holidays to everyone. We're in the middle of all sorts of holidays now. And we'll hopefully see you all in a future episode of Encompass Live. Bye-bye.