Answered, Follow-up by Patron's Library, Lost Call or Practice
Answered, Lost Call or Practice
Answered, Follow-up by Patron's Library, Follow-up by me, Lost Call or Practice
Answered or Lost Call
Answered, Follow-up by me, Lost Call or Practice
The student's question will say [QWIDGET]
The text of the question will be in blue
The Qwidget icon will appear in the corner of the Question Point window.
The "back channel" chat program that AskAway librarians use to chat with each other
A friendly breed of gnome
The AskAway chat page that most students use
A chat form embedded in a library web page
Using the link on the Question Point log-in page
Using the Policy Pages link on the Staff Tools page on the ELN staff portal
Using the Policies link in the Chat Monitor window
Using the link in the Qwidget
In the My Library Scripts column
In the Patron's Library Scripts column
A way to chat with all the other AskAwayers I’m on shift with
A way to chat one-on-one with other AskAwayers I’m on shift with
The AskAway staff blog
Reference, Ready reference, or Directional -- plus any others that I feel are appropriate
I can use any code
I can use only Reference, Ready reference, or Directional
Check the Librarians tab for a list of everyone working on AskAway.
Check Campfire for messages from institutional queue librarians.
Check the Librarians tab to see the number of queues each librarian is logged into.
Check the institution beside each librarian's name.
Check the All tab to see all AskAway librarians and their questions.
The chat monitoring tool shows transcripts of the last 10 questions
The chat monitoring tool shows you the staff schedule for that day
The chat monitoring tool gives you a quick snapshot of what who is answering what questions on the service, without having to log into the chat monitor.
Log out of the chat monitor
Close the chat monitor window using the red X
A login to another institution’s licensed resources that I can use to log in
A login to another institution’s licensed resources that a student can use
UBC’s Biomedical Reference Collection using the UBC guest login
UVic’s Biomedical Reference Collection using my own login
Selkirk College’s Biomedical Reference Collection using the Selkirk College guest login
Try to find out if they have a genuine information need and patiently remind them that asking their question repeatedly will only slow the system down.
Tell them firmly that they are being a nuisance and repeatedly shut their sessions down.
Don’t pick up their calls.
Tell them that this service is only for post-secondary students and refer them to their local public library.
If time permits, try to help them with free online resources, or refer them to their local public library.
Keep them online and call 9-1-1 for help.
Refer them to the BC Crisis Line and end the session.
Make them feel as if someone cares about them, encourage them to seek help, and send them the Trouble - Crisis script to provide them with Crisis Line information.
Ask for their phone number so you can call them.
A patron's phone number
A patron's location
A patron's student status (ie, year of program)
A patron's email address
A patron's course number
If a librarian working in their institutional queue is online, ask them to help out.
Use Campfire to communicate with your fellow AskAwayers and see whether anyone can take transfers.
Leave new patrons waiting in queue until you've finished a few sessions.
Start transferring your chats to librarians who appear to be less busy.
Triage your questions to finish easier ones quickly, while communicating with all your patrons about possible delays.
Go to the Staff Tools page and send out a Swamped message to ask other AskAwayers for help handling the crowd.