Introduction

Canned messages allow staff to access commonly used messages and quickly send visitors information about partner libraries. Use of canned messages is optional. See the Canned Messages tab in LibraryH3lp for a full list of messages.

How to use canned messages

Method 1 - Autofill: Type a keyword into the text box. Canned messages containing those keywords will appear above. Scroll through with your mouse and select the appropriate messages. Use keywords below to access specific colleges, or type a college name to see a list of all canned messages for that college.

Method 2 - Browse: Use the canned messages button at the bottom of the chat. Click on the button, and then browse canned messages by message pool (for example by library), or browse the full list of canned messages. You can also search by typing in keywords.

Editing and sending canned messages: Once you select your canned message, you can edit it to customize, or to remove or add information. Hit enter to send the message to the visitor

Create custom canned messages in the Canned Messages tab. Click the blue plus sign beside “Personal Canned Messages” and start typing. Access these canned messages from a chat in the same ways listed above. These messages will not be available to other staff members.

Keywords for commonly used canned messages

...

Welcome

• “Welcome” or “hello”

• “Helping” (if you are busy)

...

Closing

• “Thank you” or “survey”

• “Save a copy” (chats only)

...

Transfer chats

• “Transfer” (customize as necessary)

• “Reviewed your transcript” (to accept a transfer)

...

Reference Interview

• “tell me more” or “assignment”

• “anything else” or “enough info” (to follow up)

...

Local Information

Canned messages for local information follow the following formula: [info] at [college]

Note that not all libraries have the same messages. Some examples are:

...

• “Hours at“

• “Renew books at”

• “Study room at”

• “Citation at”

• “Articles at”

...

“Database at”

...

“Book at”

...

“DVD at”

...

“PIN at”

...

What has changed: 

Currently, canned messages can be accessed in LibraryH3lp by (1) using the canned message button and scrolling through canned messages or (2) by typing the message in the message space.

When searching for a canned message in the message space an operator has to use the exact wording that a message contains, otherwise LibraryH3lp will be unable to retrieve the message. 

To fix this, and to make it easier to retrieve canned messages, each message has now been standardized and special coding has been added for easy retrieval. 

Now, the coding is what LibraryH3lp will be able to identify easily, rather than the whole message.

How to Use: 

Web Chats: 

1. Go to the message bar of your active chat in the LibraryH3lp chat space

2. Enter in the keywords needed to retrieve the message you are looking for. 

   1. For example: you are looking for how to renew books at Lambton college, you can search the canned messages using one of the following phrases (to name a few):

      • lam+renew                                - LAMBTON+renew

      • lambton+renew                           - LAM+renew

3. Select the message you would like to use

4. Press the enter key to send your message

Note: when you retrieve the message the coding that makes this form of searching possible will be visible. But ONLY to the operator, once the message has been sent the coding will be hidden.

Text Chats:

1. Go to the message bar of your active chat in the LibraryHelp chatspace

2. Select the browsing option for canned messages

3. Select the canned message pool you would like to search “College name (Text)”

4. Locate the message you would like to send your visitor

5. Once located select the message

6. Press the enter key to send your message to the visitor

Note: you cannot use the coded searching on text messages at this time as the HTML code that enables this search feature will be visible to the text user.

College Names and Abbreviations:

Keyword Index: