Communication and Collaboration in KB+

As of KB+ 3.3 (September 2013) there are a range of Communication and Collaboration tools in and around KB+.

KB+ supports three types of communication:

  • Announcements
  • ToDos
  • Discussions

Announcements

“Announcements” are system wide announcements seen by all users (unlike ToDos which are institution specific). There are two types of announcement:

  • Automated announcements about changes to packages. These are generated on a daily basis and summarise any changes relevant to a specific package that have been made during the day. Automated announcements are system wide for everyone. Currently the automated announcements track changes at a very granular level, and the KB+ team will be seeking feedback as to whether this is the correct approach. If users feel there are too many announcements or too much information contained in each announcement, then the level of tracking can be amended to give less (or more!) detail.

Example of an automated announcement

  • Manually created announcements. These are system wide announcements made by the Jisc Collections team. These can be made at any time, and do not necessarily relate to any specific package

Example manual announcement

KB+ users cannot make announcements, but can use the Discussions to ask questions or discuss issues.

As well as being displayed within KB+ all automated announcements are posted to a Discussion forum – one per package. To track changes to a specific package, you can subscribed to the Discussion forum (via email or RSS) and you will receive and update each time the package is updated. See ‘Discussions’ below for more information.

ToDos

“ToDos” are things that require action on the part of the user (or institution). ToDos are prompts created based on changes in the system that affect institutional licences or subscriptions. For example, if a journal is removed from a package that is in an institutional subscription, a ToDo will be created prompting for the journal to be removed from the subscription. You can either ‘Accept’ or ‘Reject’ a ToDo. Accepting a ToDo will generally apply the relevant data change to the institution subscription/licence. Rejecting a ToDo will leave the institutional data as it is.

See also Change and Notifications

For more details on ToDos, see the following screencast which demonstrates how you can use the To Do list and Accept or Reject changes to institutional subscriptions or licences

Discussions

Anyone can start a discussion via the KB+ Discussion forums which are hosted at http://kbplus.zendesk.com/home. The most recently created discussions are displayed in the Dashboard for convenience, but to track discussions (by email, by RSS or on the web) please use http://kbplus.zendesk.com/home. As well as user generated discussion, all Automated Announcements get posted to package-specific discussion forums, and if you wish to track changes to packages you can subscribe to the relevant forums by email or by RSS.

Users can start a discussion forum on any topic. However the KB+ system also supports a number of automatically created forums – one per package. These can be used to start discussions about a particular package, and are also used to post all announcements from the KB+ system regarding changes to that package.

Package Change Announcement in Zendesk

To subscribe to a Forum via RSS, simply add “.rss” to the end of any Zendesk Forum URL. E.g.:

https://kbplus.zendesk.com/entries/26522177

becomes

https://kbplus.zendesk.com/entries/26522177.rss

To subscribe by email you will need to be logged into Zendesk. See “Creating a Zendesk login” if you do not have a Zendesk login. Once you have logged in at the top right of each forum thread you will see a ‘Subscribe’ or ‘Unsubscribe’ option – this will dictate if you get email updates when new comments are posted.

Screenshot showing the Zendesk forum Subscribe button

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s