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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">Hello <span class="SpellE">
Answerlanders</span>,</span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif"> </span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">Navigating the Ask module can be a bit tricky. Here are answers to some frequently asked questions.</span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif"> </span></p>
<p class="MsoNormal"><b style=""><i style=""><span style="font-family:"Calibri Light",sans-serif">Q: Why do some questions appear in more than one list? For example, I have a question that shows up in both New and Active.</span></i></b></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">A: Some of the lists identify questions by status:</span></p>
<p class="MsoListParagraph" style="text-indent:-.25in"><span style="font-size:11.0pt; font-family:Symbol"><span style="">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt">New = needs followup by your library</span></p>
<p class="MsoListParagraph" style="text-indent:-.25in"><span style="font-size:11.0pt; font-family:Symbol"><span style="">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt">Pending = awaiting followup by another library or patron</span></p>
<p class="MsoListParagraph" style="text-indent:-.25in"><span style="font-size:11.0pt; font-family:Symbol"><span style="">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt">Answered = answer sent to patron
</span></p>
<p class="MsoListParagraph" style="text-indent:-.25in"><span style="font-size:11.0pt; font-family:Symbol"><span style="">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt">Closed = question complete</span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">The other lists are compilations of statuses:</span></p>
<p class="MsoListParagraph" style="text-indent:-.25in"><span style="font-size:11.0pt; font-family:Symbol"><span style="">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt">Active = Questions that are not closed (New + Pending + Answered)</span></p>
<p class="MsoListParagraph" style="text-indent:-.25in"><span style="font-size:11.0pt; font-family:Symbol"><span style="">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt">Referred = Questions that are not closed (New + Pending + Answered) that you have referred to another library</span></p>
<p class="MsoListParagraph" style="text-indent:-.25in"><span style="font-size:11.0pt; font-family:Symbol"><span style="">·<span style="font:7.0pt "Times New Roman"">
</span></span></span><span style="font-size:11.0pt">All = All questions (New + Pending + Answered + Closed)</span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif"> </span></p>
<p class="MsoNormal"><b style=""><i style=""><span style="font-family:"Calibri Light",sans-serif">Q: Why is a question still showing in the Active list even though I answered it?</span></i></b></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">A: You have to change the status to Closed to remove a question from the Active list. You can either do it for each question (once you have the question opened, select Move To > Closed
and click the blue arrow) or for several at once (in the list of questions, mark the check box next to the ones you want, and then at the very bottom of the list go to Select Action > Close Question and click the blue arrow).</span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif"> </span></p>
<p class="MsoNormal"><b style=""><i style=""><span style="font-family:"Calibri Light",sans-serif">Q: Why didn’t a get a notification for a question that appeared in my Active list?</span></i></b></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">A: If a question is marked as Answered during chat, then you don’t get a notification. You will know it has been marked Answered because an envelope icon will appear next to the question.
(You can also see the resolution code in the transcript.) And even though the question has been answered, it will still go to your Active list. I recommend going through these questions to see if there is any need for followup before closing.</span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif"> </span></p>
<p class="MsoNormal"><b style=""><i style=""><span style="font-family:"Calibri Light",sans-serif">Q: If I close a question, can a patron still reply? If they do, will I be notified?</span></i></b></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">A: Yes, a patron can reply to a closed question. Once they do, the question will be reopened and assigned the status of New. You will receive a notification (if you have them enabled).</span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif"> </span></p>
<p class="MsoNormal"><a name="_MailAutoSig"><b style=""><span style="font-size:10.0pt; font-family:"Calibri Light",sans-serif; color:#595959">Tamara Ottum</span></b></a></p>
<p class="MsoNormal"><span style=""><span style="font-size:10.0pt; font-family:"Calibri Light",sans-serif; color:#595959">Answerland Coordinator</span></span></p>
<p class="MsoNormal"><span style=""><span style="font-size:10.0pt; font-family:"Calibri Light",sans-serif; color:#595959">Oregon State Library</span></span></p>
<p class="MsoNormal"><span style=""><span style="font-size:10.0pt; font-family:"Calibri Light",sans-serif; color:#595959">503-378-6506</span></span></p>
<p class="MsoNormal"><span style=""></span><a href="mailto:tamara.ottum@state.or.us" target="_blank"><span style=""><span style="font-size:10.0pt; font-family:"Calibri Light",sans-serif; color:#2E74B5">tamara.ottum@state.or.us</span></span><span style=""></span></a><span style=""><u><span style="color:#2E74B5"></span></u></span></p>
<p class="MsoNormal"><span style=""></span><a href="https://answerland.org/" target="_blank"><span style=""><span style="font-size:10.0pt; font-family:"Calibri Light",sans-serif; color:#2E74B5">answerland.org</span></span><span style=""></span></a><span style=""><span style=""></span></span></p>
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