Reference Email:

Accessing Reference Email

• Go to https://email.uiowa.edu and log in with your HawkID and password.
• At the end of the URL now enter the Hardin email account lib-hardin@uiowa.edu and hit enter.
• Current password is: 28September2023
• The URL should now read https://email.uiowa.edu/owa/lib-hardin@uiowa.edu/ and you should be viewing the Hardin reference email account.

Checking and Sorting Email

• Reference questions that come in during your shift are your responsibility; Aim to respond to emails within 30 minutes of receipt-- providing confirmation to the sender that the email was received, even when there is not yet a clear answer. 
• If you are working with a patron over email and are waiting for a reply, please move the email into the folder labeled "Saved Reference Email."
• When referral to another staff member is appropriate, respond to the individual and copy the sender. If you forward an email, write to the user to let them know the message was forwarded, and also include contact information.
• File every reference question-- after response sent-- into the saved reference email folder

LibChat:

The University of Iowa Hardin Library LibChat system can be accessed by patrons here.

Librarians and staff can access the system to answer patron questions via: https://ask.lib.uiowa.edu/admin/login

1. Go to: https://ask.lib.uiowa.edu/admin/login

2. From there, open the chat. On your chat shift, be sure to scroll to the bottom of the page and look for Open Tickets or Pending Comments or anything there that looks like no one has claimed it. Either answer or refer it on your shift please, if you can. Don't assume someone else has already taken care of it or will take care of it.

3. You will be redirected and a "only secure content is displayed" box will appear at the bottom of the page.
4. Click "Show All Content".
5. Log in
6. Select "Launch Chat".
7. A new tab will open with the chat menu.
8. When a patron connects to LibChat there will be a beep sound and you will receive a notification that says "you have a visitor".
9. Select the Launch link to begin chatting with the specific patron.

Important Information:

• DO NOT CLOSE THE CHAT BOX. This will disconnect the chat.
• DO NOT BAN USERS. Just close the chat box if the patron is inappropriate.
• Be sure to log out at the end of your shift by selecting "Go Offline" or "Sign Out" in the orange bar across the top of the page
• Main Library staff monitor tickets which are generated when chat is unstaffed. They will share tickets with Hardin staff when appropriate.

Additional Information:

• Users can fill in their name or chat anonymously. 
• Internet Explorer does not allow for chat box resizing, but Firefox does. After communicating with a librarian users will be able to rate their interaction.
• Patrons can be transferred to other libraries to have their questions answered. To do this select "Transfer Chat" at the top of the chat box.
• Three person chats can occur when chats are transferred.
• If the Library ends the chat before the patron, the interaction can be rated and the patron can email the chat to themselves.
• Administrators can review all transcripts for up to 12 months. Searches can be done by date, answer, and name.
• If someone else is logged in when you log in you will receive a notification that "It appears you are already online! Only one chat operator window can be open at once."

For updates and information on LibChat, please visit the following link

Desk Phones:

phone extension 70561 (this is the account number for 59151), pin number 454719

phone extension 59150, pin number 427346

Instructions for setting up voice mail and checking messages can be found on the ITS website. 

sign in address is lib-hardin@uiowa.edu

username is hslref

password isfaster7&route

Forwarding calls to another line from the desk

1. Press the forward button on the display pad
2. dial the number you are forwarding the call to

To have 59150 simultaneously ring to 59151 (and the group connected to it):

• When not in a call, with the headset/handset hung up, Press the black button underneath the bottom part of the screen that has 'Forward'.
• (the screen should have' NewCall Forward MeetNow More' on the bottom row)
• Press the number 3 on the keypad; this is for the option "Simultaneously Ring to a Contact" (note that you might not see a change on the screen)
• Then, press the button under the word Select (Exit and Select are the two options on the bottom of the screen)
• Type in 59151 using the keypad.
• Press the button underneath the OK (there are three Options: <<     Back OK; << is the backspace button)