Presentation Slides: https://docs.google.com/presentation/d/e/2PACX-1vQPMwiKqLHpuWDXYrn_YTqZsBkcvxpLK4_NKubbBWnJFMJg-ylO3rpRJA9AM0ZsyIMIhUj8aABVqPPL/pub?start=false&loop=false&delayms=60000This presentation will describe the process the MSU Libraries undertook to create an auto-triaging contact form using Drupal Forms and the LibAnswers API, effectively combining the workflows of two previously distinct units. We will cover how we designed the form, technical considerations and troubleshooting, and policies we implemented to ensure further triage once the form is submitted. Attendees will leave with tools to create a similar form at their own libraries.
Learning Objective(s): 1) Attendees will learn how the LibAnswers API can be used to create a self-triaging contact form; 2) Attendees will explore the process for creating a library contact form using Drupal Forms; and 3) Attendees will examine policies and workflows for effective reference/technical support triage in an academic library setting.
