Askaway Staff Refresher Quiz

22 Questions | Total Attempts: 127

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Askaway Staff Refresher Quiz

Welcome to the AskAway Refresher Training Quiz!When working at a remove from your "virtual" co-workers, it can be easy to forget policies and procedures. This quiz is designed to refresh your memory of AskAway's software and policies.


Questions and Answers
  • 1. 
    Software - Using Resolution CodesWhen you have completed an interaction with a student, which resolution codes should you use to categorize the call?
    • A. 

      Answered, Follow-up by Patron's Library, Lost Call or Practice

    • B. 

      Answered, Lost Call or Practice

    • C. 

      Answered, Follow-up by Patron's Library, Follow-up by me, Lost Call or Practice

    • D. 

      Answered or Lost Call

    • E. 

      Answered, Follow-up by me, Lost Call or Practice

  • 2. 
    Software - Students Using QwidgetsHow can you tell if a student is using a Qwidget?
    • A. 

      The student's question will say [QWIDGET]

    • B. 

      The text of the question will be in blue

    • C. 

      The Qwidget icon will appear in the corner of the Question Point window.

  • 3. 
    Software - QwidgetsWhat is a Qwidget?
    • A. 

      The "back channel" chat program that AskAway librarians use to chat with each other

    • B. 

      A friendly breed of gnome

    • C. 

      The AskAway chat page that most students use

    • D. 

      A chat form embedded in a library web page

  • 4. 
    Software - viewing policiesIdentify two ways to view a page of ready reference information for AskAway's participating libraries.
    • A. 

      Using the link on the Question Point log-in page

    • B. 

      Using the Policy Pages link on the Staff Tools page on the ELN staff portal

    • C. 

      Using the Policies link in the Chat Monitor window

    • D. 

      Using the link in the Qwidget

  • 5. 
    Software - Using ScriptsWhere can you find scripts that are written especially for students of certain institutions?
    • A. 

      In the My Library Scripts column

    • B. 

      In the Patron's Library Scripts column

  • 6. 
    Software - Page PushingWhen you push a page to a student who is using the Qwidget interface, they receive a hotlink to the page that will open in a new window.
    • A. 

      True

    • B. 

      False

  • 7. 
    Software - Page PushingWhen you push a page to a student who is using the full-screen AskAway interface, the page will show up on the student's screen and on yours.  
    • A. 

      True

    • B. 

      False

  • 8. 
    Software - CampfireWhat is Campfire? 
    • A. 

      A way to chat with all the other AskAwayers I’m on shift with

    • B. 

      A way to chat one-on-one with other AskAwayers I’m on shift with

    • C. 

      The AskAway staff blog

  • 9. 
    Software Which windows/tabs do I HAVE to have open for the duration of my shift?
    • A. 

      MyQuestionPoint account

    • B. 

      Chat monitor

    • C. 

      Campfire

  • 10. 
    Software - descriptive codesWhich descriptive codes can I use?
    • A. 

      Reference, Ready reference, or Directional -- plus any others that I feel are appropriate

    • B. 

      I can use any code

    • C. 

      I can use only Reference, Ready reference, or Directional

  • 11. 
    Software - Institutional Queues How can I tell who is working on AskAway, and who is working for their own library on an institutional queue?
    • A. 

      Check the Librarians tab for a list of everyone working on AskAway.

    • B. 

      Check Campfire for messages from institutional queue librarians.

    • C. 

      Check the Librarians tab to see the number of queues each librarian is logged into.

    • D. 

      Check the institution beside each librarian's name.

    • E. 

      Check the All tab to see all AskAway librarians and their questions.

  • 12. 
    Software - chat monitoringIn your MyQuestionPoint window there is a link to the Chat Monitoring Tool.  What is the chat monitoring tool for?
    • A. 

      The chat monitoring tool shows transcripts of the last 10 questions

    • B. 

      The chat monitoring tool shows you the staff schedule for that day

    • C. 

      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.

  • 13. 
    Software - Logging outWhen you are done your session, you must: 
    • A. 

      Log out of the chat monitor

    • B. 

      Close the chat monitor window using the red X

  • 14. 
    Software - Logging outIf you have not logged out correctly, AskAway cannot shut down, and the service will remain open through the night with no one staffing it.
    • A. 

      True

    • B. 

      False

  • 15. 
    Policies - guest loginsWhat is an AskAway guest login?
    • A. 

      A login to another institution’s licensed resources that I can use to log in

    • B. 

      A login to another institution’s licensed resources that a student can use

  • 16. 
    Policies - guest logins Assume that you are a librarian at UVic.  If you pick up a question from a student at Selkirk College, and they have a question about biomedical research, which licensed resource should you help them with:
    • A. 

      UBC’s Biomedical Reference Collection using the UBC guest login

    • B. 

      UVic’s Biomedical Reference Collection using my own login

    • C. 

      Selkirk College’s Biomedical Reference Collection using the Selkirk College guest login

  • 17. 
    Policies - Customer ServiceWhat should you do with an annoying repeat user?
    • A. 

      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.

    • B. 

      Tell them firmly that they are being a nuisance and repeatedly shut their sessions down.

    • C. 

      Don’t pick up their calls.

  • 18. 
    Policies - Customer ServiceWhat should you do with an unaffiliated patron who doesn’t have access to any post-secondary licensed resources?
    • A. 

      Tell them that this service is only for post-secondary students and refer them to their local public library.

    • B. 

      If time permits, try to help them with free online resources, or refer them to their local public library.

  • 19. 
    Policies - Customer ServiceWhat should you do if your patron expresses suicidal thoughts?
    • A. 

      Keep them online and call 9-1-1 for help.

    • B. 

      Refer them to the BC Crisis Line and end the session.

    • C. 

      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.

    • D. 

      Ask for their phone number so you can call them.

  • 20. 
    Policies - PrivacyWhat information may I ask for during my reference interview?
    • A. 

      A patron's phone number

    • B. 

      A patron's location

    • C. 

      A patron's student status (ie, year of program)

    • D. 

      A patron's email address

    • E. 

      A patron's course number

  • 21. 
    Best Practices - Queue management Your shift is extremely busy, and you're feeling stressed handling multiple patrons at once. What can you do to alleviate the pressure?
    • A. 

      If a librarian working in their institutional queue is online, ask them to help out.

    • B. 

      Use Campfire to communicate with your fellow AskAwayers and see whether anyone can take transfers.

    • C. 

      Leave new patrons waiting in queue until you've finished a few sessions.

    • D. 

      Start transferring your chats to librarians who appear to be less busy.

    • E. 

      Triage your questions to finish easier ones quickly, while communicating with all your patrons about possible delays.

    • F. 

      Go to the Staff Tools page and send out a Swamped message to ask other AskAwayers for help handling the crowd.

  • 22. 
    Thank you for completing the Askaway Retraining session!Before you see your score, please share your favourite AskAway Tip. We will be posting tips anonymously to the blog later.
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