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Monitoring the systemwide Melvyl account

Page history last edited by kfuruta@... 6 years, 5 months ago

Expectations and best practices for monitoring the systemwide Melvyl account

Campus currently assigned: UC Digital Reference Coordinator

Previous assignments: Merced (2011-2012); UCSD (2012-2013)

  • After signing into the systemwide account, review new, active, and closed questions 


  • For questions that the patron affiliation is clear e.g. through patron email or stated affiliation, simply transfer question to patron campus. (See bottom of this page for instructions.)
    • When referring a question, include a note for other campus e.g. "[campus] patron chat that came into our CDL QP account via systemwide Melvyl."
    • Do NOT close the question immediately after it has been referred; if the question is closed, the receiving campus won't receive notification of the referral.


  • For questions where patron affiliation isn't clear, answer as best you can with the information provided. If campus affiliation becomes apparent later (e.g. patron responds to followup), transfer question to patron campus at that point.


  • Questions marked for followup
    • Respond to or transfer questions same or next day (Monday if questions come in over the weekend). 


  • Review and close questions that aren't marked for followup
    • Review and close questions once per week. Within that time frame, frequency is determined by the monitoring campus, depending on staffing and convenience.




How to refer a transcript to a different UC

This option will appear when you have a question or follow-up session open in the Full Question view.

  1. In the center Refer-To drop-down menu, select the option Partner (Subscription).
  2. On the resulting page, choose which library to refer to (Select Partner drop-down).
  3. You can also enter the reason you are referring the transaction e.g. "UCSB patron chat that came into our CDL QP account via systemwide Melvyl."


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