Getting Started with Schedule

Earlier this week we launched our new appointment module, Schedule. Although most libraries are implementing Schedule for curbside pickup or pedestrian pickup appointments, it was developed with enough flexibility to facilitate other types of bookings. Examples of others use cases include homework help sessions, time with a reference librarian or passport services. 

We've compiled the following Frequently Asked Questions to assist with your understanding and implementation of Schedule. If you have additional questions, please contact your Customer Success Manager or customersuccess@communico.us. 

Schedule is available to all customers for free through the end of this year. To have it added to your account, please complete an Implementation Request Form available here. We ask that each library only submit the form once. You may save and return to the form as many times as needed before submitting. 

Staff Facing/Control Panel

Q: What rights do I need to give staff to see assets?  

A: If the user is an Administrator they will have access by default. If they are a restricted user, depending on the desired access an Administrator will have to grant permissions by selecting ‘Asset Booking’ under user permissions.  If the user should have access to configure appointments in Schedule they will also need access to the ‘Settings’ button. 

Anytime a new feature is added you will need to grant access to all restricted users before they will be able to use it. 

1. Reports - you will need to tick this box if you’d like to grant a user permission to access reports. If you select the main reports box only, the user will have access to the reporting module as well as the ability to create their own. The two options below will allow the user to use the report scheduler and/or limit the user to being able to run reports that have been created by admins but not create their own.
   1.  If you choose to limit the user to running reports only, you’ll need to select the reports they have access to from the ‘Limit to reports’ drop down on the far right.
2. Asset Booking - This will give the user access to see the Appointment schedule.
3. Settings - This allows the user to access the Schedule module settings; anyone with access to settings will be able to configure and/or edit an appointment category. In addition, users with access to ‘Settings’ will be able to access any items under that category within Control Panel.

Q: Can staff make appointments on behalf of patrons?  

A: Yes, however this cannot currently be done within Control Panel. Staff would use the webpage/URL and make the booking on their behalf.  

Q: What is the difference between a Category, a Group and an Asset? 

A: The category is the primary grouping that reflects the type of appointment, such as curbside pickup. Groups would be the location, such as the front parking lot at the Main Branch. The Asset is the actual space the patron will use, such as Parking Space 1. 

Q: Is there a minimum duration for an appointment? 

A: No. The library can set the desired appointment duration. 

Q: Can we change the appointment duration? 

A: Yes. If an appointment duration needs to be adjusted, we recommend making a new group that uses the new appointment duration and use exceptions to switch from the original group to the new one. When all the original appointment duration bookings have passed, it can be deleted. 

Q: Can the appointment duration be changed even after some have been made previously with another value? 

A: Yes, you may update the group appointment duration at any time, however, you will need to reconfigure your available appointment slots. 

Q: Is reporting available? 

A: Reports are now live within the Report module. There is an ‘Appointment’ option in the report creation drop-down menu. 

Q: Can we print a daily report? 

A: Yes. You can configure a report from Control Panel > Reporting > Reports. Choose “Appointments” as the Type, then add the fields you want to include. You can pull a report each morning or whenever suits you.  

You also have the ability to schedule these reports so you can receive your Appointment schedule at your convenience.  

Q: Can reports be compiled based on booked assets? 

A: Yes. You can configure a report from Control Panel > Reporting > Reports. Choose “Appointments” as the Type, then add the fields you want to include. 

When you add the Category, Group or Asset field to the report, you can enter text to match. This allows you to configure reports that are specific to the asset. 

Q: Is it easy to modify the wording? 

A: Yes, the Welcome Message and branch specific information text lives in your newly configured HTML widgets which you can adjust at any time. The Thank You Message lives in the category level (Schedule > Category > Settings tab) which you can also adjust at any time.  

Q: How do we edit the patron confirmation email information?  

A: You will open a support ticket by emailing support@communico.us and the team will make the desired adjustment for you. 

Q: Where can staff view what appointments are booked? 

A: In Control Panel, click “Schedule” on the left-hand side menu, followed by clicking “Appointments.” 
 

Q: Any chance this may be linked the ILS in the future?  

A: Yes, we are looking into this but do not have an implementation timeline.  

Q: Does the "asset" show up as soon as you create it? Is it possible to practice/test before making it available to patrons?  

A: Since this is a webpage you can test it before you make patrons aware of the URL. 

Patron Facing

Q: Can patrons make appointments within the library app? 

A: Yes, a button can be added to Engage for curbside pickup to open within the app. 

Q: Will asset booking be available in the app or just in a browser? 

A: Patrons may make bookings directly within Engage.  

Q: How does a customer know when to book the curbside pickup appointment? Should they go to the booking website after receiving a hold pickup notice?  

A: This would be up to the library to manage as we do not notify when holds are ready for pickup. If your ILS allows you to edit email notifications for holds we recommend updating it to include the curbside pickup booking link. 

Planned Updates

 In the coming weeks, you can expect the following:

1. Headers, footers, and themes - Your custom header, footer, and theme will be applied to your Schedule webpages, keeping it consistent with your other Communico pages. 
2. Roam Lite support - Appointments will be visible in Roam Lite. 
3. Favicon - You will be able to display your own favicon on browser tabs. 
4. Mobile responsive pages- Improvements will be made to ensure your appointment pages are mobile friendly.  
5. Location information - Adjustments to the location widget allowing branch images to be visible.  
6. Editing appointments - Staff will be able to modify appointments from the Control Panel. 
7. Lookup tool - You will be able to use the Lookup tool to quickly and easily find patron appointments, just like you currently are able to with event registrations and room bookings.  
8. Managing required fields - You will select which fields you would like to make mandatory.  
9. Cancellation filter - A cancellation filter will be added to the appointment listing page in Control Panel. 
10. ILS /SIP2 Connectivity -  You will soon be able to authenticate patron library cards.  

If you have additional questions, please contact your Customer Success Manager or customersuccess@communico.us.

To have Schedule added to your Communico account, please complete the Implementation Request Form using this link. We ask that each library only submit the form once. You may save and return to the form as many times as needed before submitting.