Email to Client containing the Answer

This is an example of the answer email provided to a client.  If the answer quotes any URLs, they will be hyperlinked so the client can clink on that link. If the URL is a long one that might be broken by some email systems RefTracker provides a tiny URL that links through to the correct page.

Attachments, if there are any, will be noted in the text so they can’t be missed. They will usually be provided as traditional attachments to the email, however, in order to limit the amount of space taken up in email boxes, your system administrator may have configured your system (parameter 8.5) to send attachments as a list of hyperlinks in the body of the email.
To view an attachment that has been provided as a hyperlink click the hyperlink.  If the file type can be displayed by your browser, it will be, and you can use your browser capabilities to download the attachment if required.  If the file type is one that is associated with an application on your computer such as word process, a spreadsheet, or a PDF, it will be displayed using that application, and can be saved using that application.  If it is a file type unknown to the applications on your computer, a download option will be displayed.  You can also right click the file name and use the “Save target as” option to download the file.

Importantly the hyperlinks to attachments in RefTracker emails can be copied and reused anywhere.  To copy the link, right click the link and use the “Copy link” option. The link that you copy in this way is a permanent link for that attachment.  If you see a “guid” parameter it is a permanent link.

Once a user clicks on this permanent link, for security reasons the attachment will display using a temporary URL.  Temporary links include “attachment/view” in the the URL, and should not be copied for reuse, as they will only link through to the attachment for a few hours.

The email provides status information and an answered question is given the status of closed.

Note that there is never anything in the answer email, or anywhere in the client interface, that would allow a client to associate their question with a knowledge base entry that the library may have developed from it. 

 There are also links to the following (though your System administrator may have modified this template to provide only some of these, or other, options):
– the client correspondence history page (also accessible from the Check on Existing question function) where clients can see all of the correspondence that has previously gone on in relation to this question.
– a web page where the answer can be viewed (ensures clients using old text based email clients with problems handling long URL’s, can use any long URL’s provided in the answer
– a link allowing the client to “re-open” the question, i.e. to request additional or different information about the same question.
– a link to start a new (different) question, should they wish to do this. This link takes the client to your client interface Summary of request forms page if you have more than one form available, or else directly the one request form that you have available.
– and a link for the client to make comments about the service that they received in relation to this question.

A set of five star rating options can also be included – see the next section on Evaluation.