So, what's the difference?
You have the option of making questions that come into your system public or private. If you have the Reference Analytics module, you also have the option of entering questions there and making those public as well. How do you keep them straight?
The quick run down:
When you answer questions in LibAnswers you will be creating and adding to 2 knowledge bases - a public one and an internal one. Where the data goes is a decision you make based on the nature of the Q & A and who it should be available to:
- Public: The default of the system. All questions you answer as PUBLIC will become part of the public knowledge base, which allows your users to search for / find these answers on their own in your LibAnswers system.
- Private: Choose this option when you want to answer someone directly: potentially private information, repeats of questions already in the system, etc. Only users logged into your system will have access to these questions/answers, so this is essentially an internal knowledge base for your staff - only searchable by account holders.
- Reference Analytics: These are questions/answers entered into your system where the transaction took place *outside* of the LibAnswers system. They are entered into the Analytics area for statistics and reporting purposes, though they can also be added into your knowledge base of public questions.
This guide will take you through the three types of questions in more detail and give you an idea of which type to use when. Feel free to ask us any questions at firstname.lastname@example.org.