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Written by

Reed Farnsworth

Reed Farnsworth
Knowledge Base Analyst
28 December 2011

Question: What are 'Answers'?

A Q&A with SirsiDynix knowledge base analyst Reed Farnsworth, answering some of your latest and deepest SirsiDynix Support Center questions. We take requests — feel free to email us!

Question: What are Answers?

Answer: Questions and Answers on the SirsiDynix Support Center (SDSC) are like the Forums found in the old Client Care Website.

 

Question: Why not change the Question tab name to Forums?

Answer: Unfortunately, this is a tab that can’t currently be renamed. We are working on ways to resolve it. When you see the Answers tab replaced by a Forums tab, you will know that we succeeded.

 

Question: Why don’t I see an Answers tab on the SDSC?

Answer: The Answers tab, like the Mailing Lists tab, is only available to SDSC users with profiles that allow access to community oriented features (discussion forums and ListServs). See “Profiles Profiles”.

 

Question: How does “Create New… Question” on the SDSC homepage relate to Answers?

Answer: Questions are the initial conversation starter in a question/answer discussion thread. Questions can be created on the Answers tab or by using “Create New… Question” on the SDSC homepage.

 

Question: What types of questions should I ask here? Is it OK to ask Customer Support questions here? (OK, sorry. That was two questions.)

Answers: Questions you want answered by SirsiDynix Customer Support should not be asked here. Use the Cases tab to submit questions directly to Customer Support. The purpose for the Questions and Answers is to provide a forum where customers can ask question to other customers, not to SirsiDynix, and get answers from other customers. This is a great place to ask for opinions of your counterparts in other libraries. Questions about experiences other libraries have had, or why they do things the way they do are ideal here. Sorry. That was a long answer. But, hey, you asked two questions.

 

Question: Does this mean that SirsiDynix employees won’t answer questions asked here or participate in forum discussions?

Answer: No. SirsiDynix employees monitor the Question and Answer discussion forums, and may chime in from time to time when we have something to contribute. But, we don’t want to be the focus of these forums. The primary participants should be customers discussing customer related topics.

 

Question: Who should I ask if I have further questions about Answers?

Answer: Reed.Farnsworth@SirsiDynix.com

Written by

Reed Farnsworth

Reed Farnsworth
Knowledge Base Analyst
22 December 2011

Searching for Solutions

Finding solutions in the SirsiDynix Support Center is now easier than ever.

This quarter, over 8000 solutions were added to the Support Center knowledge base with categorization and tagging in place to simplify searching. The three most common ways to search for solutions are:

Keyword searching on Docs tab

One of the many types of articles available on the Docs tab is Solutions. Unless you uncheck the Solutions checkbox, your search automatically returns solutions that relate to the terms you searched for:

 

Browse searching on Doc Browse tab

You can now browse for solutions the same way you do for other content on the Doc Browse tab. Really, you can! Try it out!

When we imported the 8000+ solutions this quarter, we tagged and categorized them so they can be searched using browse searching on the Doc Browse tab. If you wanted to search for solutions related to Symphony Acquisitions, for example, you could execute your search with these four clicks:

 

We are working on a way to add one more level to the solution hierarchy, allowing you to drill even deeper and refine your search to an even more select list of results. That doesn’t mean you will need to start using five clicks. You can always stop at a higher level to get more results.

Solution suggestions when creating Cases

Whenever you create a new Case in the Support Center, the SDSC automatically executes a search for all types of documents, including solutions, that relate to the words you used in the subject line of your case:

 

That’s something you don’t get when you submit your cases via email or phone. In many instances, this provides the information you are looking for, even before someone from Customer Support has a chance to contact you. You would be surprised at how many customers close their own cases just minutes after creating them because of this tool.

For more tips and tricks on SDSC searching, search Docs for “Seven Secrets of Successful SDSC Searching” (in double quotes).

 

 

Written by

John Gardiner

John Gardiner
Chief Financial Officer
12 December 2011

Our gift to you

With December now upon us and the winter settling in, or summer for our friends down under, we’re officially in the holiday season and Christmas is just around the corner.

At SirsiDynix we would like to thank each of our great customers for being with us through another year.  To show our appreciation, we thought about sending a gift to each of you, but we realized that not everyone at your library would benefit, and any gift we sent would be gone in very short order. 

So instead we’ve decided to give you the gift that keeps on giving, every day, 365 days a year, and benefits everyone, from the dedicated teams working at your library to your patrons or students, and your family.  Our gift from us to you is making the world a cleaner, greener and better place to live.  At SirsiDynix we’re committed to improving the environment, and following the commitment in the company’s environmental policy, we’ve made major changes around the globe to reduce our carbon footprint and impact on the environment.

No change has been more dramatic than the launch of our ultra-modern IT infrastructure last month.  As part of our move to the new SirsiDynix Technology Centre, we made major changes to our IT datacenter that runs our worldwide operations, and the results are staggering.  We virtualized over 380 servers into a single high-end, highly redundant rack of servers and storage that utilizes 1.5 terabytes of memory, which dramatically reduces our computer hardware requirements both now and in the future.  We also installed a thermal containment unit over our new server racks, allowing us to eliminate raised floors, eradicating the need for extra materials, and run our datacenter cooling at over 90% efficiency.  Moreover, we’ve added more redundancy than ever before to ensure optimal performance, with dual power to each server, dual internet fiber coming into the building, dual internet providers, dual air conditioning, battery backup power throughout the office in addition to a standby 1 megawatt generator.  Even with all of these dramatic improvements, we reduced the size of our datacenter by 88%, saving over 3,000 square feet of office space, and reduced our power consumption an astounding 76% from 54 kilowatts to 13 kilowatts. 

LEED Certified

This commitment to the environment also extends to all of our offices worldwide.  Over the past 18 months SirsiDynix has relocated every one of our worldwide offices to new, cleaner and greener locations.  The flagship of these changes is the new SirsiDynix Technology Centre located in the Salt Lake City area.  We’re excited that our new global headquarters is in a LEED-certified green building.  For those not familiar with this, the Leadership in Energy and Environmental Design (LEED) program is an internationally recognized green building certification standard that requires buildings to meet measurable standards that improve a building’s design, construction, operations and maintenance.  The LEED program promotes sustainable building design by incorporating standards that use eco-friendly building materials, energy efficient products and design such as abundant natural light, and design ideas that reduce the impact on the environment, such as capturing and reusing rainwater to prevent runoff.

Not only have we incorporated these ideas in our new Technology Centre, we’ve embraced them throughout the world.  Each of our offices is now located within walking distance of mass transit rail, allowing our employees to commute without using a car.  In addition we’ve made numerous other changes throughout, such as adding recycling, replacing all disposable cups with reusable mugs and tumblers, and using copy paper with a minimum of 30% recycled content.

When we’re done using equipment in our offices, we donate it to local charities so it can be reused.  For example, the substantial datacenter equipment that we replaced this year was donated to a host of charities, including the Boy Scouts of America, the Food & Care Coalition of Provo, Utah Valley University, Utah PTA and Ability First.

Plant Billion Trees Project

While we’ve made dramatic changes to reduce our carbon footprint, we recognize that we still have some impact on the environment.  To offset this, SirsiDynix is a proud contributor to the Nature Conservancy’s Plant a Billion Trees project.  This bold project’s goal is to plant 1 billion trees over 1 million acres of land in the tropical rainforests of Brazil.  To date The Nature Conservancy has already planted 9.9 million trees. You can learn more about this exciting project at plantabillion.org.

While it may not be as sweet as a box of chocolates, we believe that our gift to you will make everyone in your community and family healthier and make the world a better place to live.  As someone that is also personally committed to the environment and a Nature Conservancy member, I couldn’t think of a better present to receive than this. 

On behalf of our global SirsiDynix team, we wish you the best for your holidays and a happy New Year!

 

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