LibGuides: NTU CEMS & LibFAQ: Home

Introduction

An "all-in-one reference and help desk platform for libraries. It integrates live chat, ticketing functionality, a searchable FAQ knowledge base, robust SMS integration, and a Systems & Services Management Tool. It also comes with Reference Analytics for powerful reference service statistics reporting". (extract from URL: https://blog.springshare.com/2016/08/15/libanswers-social-your-librarys-full-communication-platform/)

The objectives of this system are:

Manage the enquiries received to track, manage enquiries efficiently & capture statistics on enquiries .
Build a central knowledge base which can be leveraged to standardize answers and learn from each other within OIKLS Staff

Plaform: SpringShare LibAnswers

Dates	Action taken/Event
2 January 2020	Launch of CEMS (Active queues: NTU Library & RDA-Vendor Comms)
9 January 2020, 6pm	All emails sent to library@ntu.edu.sg have been redirected to NTU Library queue (library@ntu-sg.libanswers.com)
14 January 2020	Launch of Circulation queue (circulation@ntu-sg.libanswers.com)
23 January 2020	Redirect activation of NTU Application emails to Circulation queue oracle@ntu.edu.sg matric@ntu.edu.sg Thesis-research@ntu.edu.sg exam@ntu.edu.sg
17 February 2020	Two finalized RefAnalytics datasets launched: Enquiries & Consultation Non-Enquiries - for emails from NTU admin offices requiring Alma membership updates, database account requests (S&P Capital IQ, Llyod's List)