LibAnswers Training Manual

Queues are used to route incoming tickets to the appropriate staff. There are different queues for workflow departments. Some of our queues are primarily user-facing, while others are mostly for internal use:

User-facing Queues: These queues are set up to handle patron questions and requests:

• Reference (reference@rutgers.libanswers.com) answers questions related to reference and research. Reference is also the general routing queue, so if you're unsure about the correct queue, you can always send questions here. 
• Access (access@rutgers.libanswers.com) answers questions related to circulation and access including user accounts, reserves, and all circulation queries. Faculty with technical questions about Leganto can also be referred to instructional support: instructional_support@libraries.rutgers.edu
• Citation Management (citationmgr@rutgers.libanswers.com) provides support for citation management tools including EndNote and RefWorks. Questions may include installing software, importing references, managing libraries, and generating bibliographies.
• Electronic Resources (erm@rutgers.libanswers.com) provides troubleshooting for issues with subscription databases and electronic resources. This should be used for database technical issues that can be replicated; if you are not able to replicate the issue and suspect it may be related to user accounts, please refer to the Access Queue. 
• Ex Libris Team (exlibris@rutgers.libanswers.com) answers questions and responds to comments related to Alma, QuickSearch, and Leganto. This queue receives the "report a problem" form from QuickSearch.
• Library Mobile (librarymobile@rutgers.libanswers.com) Answers questions about the Library Mobile app and responds to user feedback.
• NBL Science Reference (sciencereference@rutgers.libanswers.com) answers reference questions for science disciplines in New Brunswick. 
• RBHS (rbhs@rutgers.libanswers.com) answers questions submitted by RBHS departments and about research and collections in the health sciences.
• Resource Sharing (ill@rutgers.libanswers.com) answers questions related to EZ-Borrow, U Borrow, and interlibrary loan.
• SOAR (soar@rutgers.libanswers.com) answers questions regarding the SOAR institutional repository. 
• Special Collections (specialcollections@rutgers.libanswers.com) answers questions related to special collections and archival research. This queue can be used for general archival and special collections questions, questions directed at New Brunswick's SC/UA or questions for the Institute of Jazz Studies in Newark. For the Medical History collection in Newark, use the RBHS queue. 

Internal Queues: Patron queries should not be sent to these queues. Each queue is followed by alternative steps for patrons with questions about these topics. 

• Acquisitions (acquisitions@rutgers.libanswers.com) answers questions related to acquisitions and receives orders.
  • Faculty should send acquisitions requests to the Purchase Recommendation Form (general) or the Course Reserves Form (for course reserves purchases or renewals). Student purchase requests are not currently accepted through these forms. Students should use interlibrary loan or meet with their selector to discuss collections. Students with questions about reserves materials in their course should reach out to their instructor. 
• Cataloging (cataloging@rutgers.libanswers.com) responds to requests for cataloging or catalog changes.
  • If cataloging issues are noted by patrons, they should fill out the "report a problem" form from the record on QuickSearch
• Copyright (copyright@rutgers.libanswers.com) answers primarily internal questions about copyright in digital course reserves and for digitization requests.
  • Copyright questions from patrons should be addressed to the Reference Queue. 
• Instruction (instruction@rutgers.libanswers.com) this is a hidden queue that is used for backup coverage on the instruction web form.
  • Instruction requests should be submitted through the Request Library Instructional Support web form. 
• Scholarly Communications & Collections (scc@rutgers.libanswers.com) answers questions related to scholarly communication, collections, copyright and licensing. 
  • Questions about Rutgers institutional repository SOAR should be addressed to the SOAR queue. General questions about scholarly communications from patrons can be addressed to the Reference Queue. 
• Web Services (webservices@rutgers.libanswers.com) answers questions about the website and website redesign project. 
  • Patron feedback about the website can be routed to the Website Feedback Form. 

Because different queues receive different amounts of traffic, each is staffed differently.

• Reference and Access Services staff are assigned 1-2 days during the month on which they are responsible for answering all tickets received (see Reference and Access Team Schedule)
• RBHS staff are assigned to answer all tickets received in a given month
• All other queues are managed by departments on an ongoing basis

While there is no obligation to answer every question immediately, staff should make every effort to respond to users within 24 hours.