Using metaFAQ

Whenever a library user has an enquiry, they ask it through the library support system, which may already contain the answer to their question, in which case, they go away happy, and no-one gets troubled by any email. If they have a new question, request, or suggestion, then they enter it, and an email is sent to librarian@dar, an address which forwards email to all the librarians's cus accounts, or wherever.

The email from metaFAQ gives a URL to follow in order to process the question. There is a box to put a personal reply in, and a box to put a public reply in. You can write either type of reply, or both. Then you press one of the two buttons at the bottom:

• either you PUBLISH the question and the public reply (and send the enquirer the public reply and any personal reply) [which would be appropriate for a question like "there is a missing light bulb in the study centre - what should I do about it?", to which the answer you have given will have relevance to future enquirers too]
• or you send a personal reply only, and the question-answer pair disappears from the system. [This would be appropriate for a query like "I would like to donate a copy of Cybernetics by N Wiener" to which you have replied "Thankyou, please pop it in the tray"]