Hello library colleagues!  

The Bureau of Library Development (BLD) has been implementing a number of organizational and process improvements that are helping us streamline our communications and improve transparency in our work. As part of that process, we have been investigating whether LibAnswers, a communication platform that functions as both a ticketing and helpdesk system as well as a database of frequently asked questions, will help us accomplish that goal.  

After much internal exploration and a pilot period with district consultants, BLD is excited to share that we will be adopting LibAnswers as a tool in our communication toolbox.  

Questions for BLD will be submitted through the Contact Us form, which can be found on many of our public facing pages and LibGuides. Once submitted, questions are routed directly to the appropriate BLD staff person, thus cutting down on response times and enhancing efficiency. BLD staff will also have the ability to convert responses into FAQs, which can then be easily found and referenced on the FAQ home page.   

Eventually, LibAnswers will allow us to phase out many of the email resource accounts that are currently in use, consolidating conversations to one central collection spot. Consolidation will not happen immediately, and we will be providing updates every step of the way, so everyone will have ample time to get used to the new platform.  

For now, we encourage you to explore LibAnswers (both the Contact Us form and the FAQs) and use them to submit questions that you have for BLD. The email resource accounts and direct staff emails will still be available, though you may be asked to submit the question through LibAnswers during this time period.  

This transition to LibAnswers will happen in phases. The tentative timeline is outlined below.  

Phase 1 – Research and Testing (July 2023 – September 2024)  COMPLETE

• BLD began exploring LibAnswers in July of 2023. 
• Abbey Lukiewski and Julie Moore were tasked with formatting the software to meet BLD needs. 
• Internal testing took place. 
• District consultant user testing took place. 
• Feedback reviewed and changes made. 

Phase 2 – Rollout (tentatively October 2024 – June 2025)  

• LibAnswers announced via Compendium (this post!). 
• Use of LibAnswers is strongly encouraged. 
• Users will have access to a feedback form starting in November 2024. 
• Feedback reviewed and changes made, if needed, on rolling basis.   
• Email resource accounts still active for time being. 

Phase 3 – Full Integration 

• Redundant email resource accounts will be deactivated.  
• Most communication with OCL will occur through LibAnswers.

If you have any questions throughout this process, please contact Abbey Lukiewski, Statewide Services Advisor and/or Julie Moore, Professional Development Advisor through the Contact Us form.

The Bureau of Library Development (BLD) in the Office of Commonwealth Libraries supports libraries and library services for Pennsylvanians through the administration of state and federally funded programs and grant opportunities including LSTA (Library Services and Technology Act), Library Access, LAMP (Library of Accessible Media for Pennsylvanians), the Public Library Subsidy, and Keystone Grants for Public Library Facilities. BLD also provides advisory services, professional development, and continuing education for library staff and volunteer leadership at public, school, academic, and special libraries.

The Compendium is BLD’s primary communication channel. If you don’t already subscribe, please do so to ensure you receive the most up-to-date information.