Askaway Staff Refresher Quiz

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  • 1/22 Questions

    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:

    • 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
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About This 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.

Askaway Staff Refresher Quiz - Quiz

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  • 2. 

    Software - QwidgetsWhat is a Qwidget?

    • 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

    Correct Answer
    A. A chat form embedded in a library web page
    Explanation
    A Qwidget is a chat form that is embedded in a library web page. It allows users to chat with librarians and ask questions. This feature is commonly used in libraries to provide instant assistance to students and patrons.

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  • 3. 

    Policies - Customer ServiceWhat should you do with an annoying repeat user?

    • 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.

    Correct Answer
    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.
    Explanation
    Since AskAway is an anonymous service, we cannot know for sure if a patron is logging in repeatedly or not. Therefore each patron has to be given an opportunity to convey their genuine information need, even if you suspect they are a prankster.

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  • 4. 

    Software - CampfireWhat is Campfire? 

    • 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

    Correct Answer
    A. A way to chat with all the other AskAwayers I’m on shift with
    Explanation
    Campfire is a software that allows users to chat with all the other AskAwayers they are on shift with. It provides a platform for group communication and collaboration among AskAway staff members.

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  • 5. 

    Policies - guest loginsWhat is an AskAway guest login?

    • 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

    Correct Answer
    A. A login to another institution’s licensed resources that I can use to log in
    Explanation
    This answer suggests that an AskAway guest login refers to a login that an individual can use to access licensed resources from another institution. It implies that the login is intended for personal use by the individual answering the question.

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  • 6. 

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

    • 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.

    Correct Answer
    A. 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.
    Explanation
    The chat monitoring tool provides a quick overview of who is answering what questions on the service without the need to log into the chat monitor. This allows users to easily see the current activity and distribution of questions among staff members. It provides a convenient way to monitor and manage the chat service without having to access the chat monitor directly.

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  • 7. 

    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.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    If you do not log out correctly from AskAway software, it will not shut down and the service will continue to be available throughout the night without any staff. Therefore, the statement "True" is correct.

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  • 8. 

    Software - Logging outWhen you are done your session, you must: 

    • Log out of the chat monitor

    • Close the chat monitor window using the red X

    Correct Answer
    A. Log out of the chat monitor
    Explanation
    If you do not log out of the chat monitor, you will remain logged into the QuestionPoint server indefinitely.

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  • 9. 

    Policies - Customer ServiceWhat should you do if your patron expresses suicidal thoughts?

    • 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.

    Correct Answer
    A. 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.
    Explanation
    If a patron expresses suicidal thoughts, it is important to make them feel cared for and encourage them to seek help. Sending them the Trouble - Crisis script will provide them with information about the Crisis Line, which can offer professional assistance. This approach shows empathy and support, and ensures that the patron receives the necessary help.

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  • 10. 

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

    • 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.

    Correct Answer
    A. If time permits, try to help them with free online resources, or refer them to their local public library.
    Explanation
    Treat these patrons as you would treat an in-person walk-in at your own library - if time permits try to help them find resources or refer them.

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  • 11. 

    Software - Students Using QwidgetsHow can you tell if a student is using a Qwidget?

    • 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.

    Correct Answer
    A. The student's question will say [QWIDGET]
    Explanation
    When a student is using a Qwidget, their question will be labeled with the text "[QWIDGET]". This indicates that the student is using a specific feature or tool called Qwidget. The other two options mentioned in the question, such as the text being in blue and the Qwidget icon appearing in the corner of the Question Point window, are not mentioned in the answer. Therefore, the correct answer is solely based on the presence of the label "[QWIDGET]" in the student's question.

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  • 12. 

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

    • In the My Library Scripts column

    • In the Patron's Library Scripts column

    Correct Answer
    A. In the Patron's Library Scripts column
    Explanation
    The My Library Scripts column shows any personal scripts you have created, service-wide scripts, and scripts that are specific to the institution you work at.

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  • 13. 

    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.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When using the Qwidget interface, if a page is pushed to a student, they will receive a hotlink to the page that will open in a new window. This means that the statement "True" is the correct answer.

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  • 14. 

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

    • 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.

    Correct Answer
    A. Check the Librarians tab to see the number of queues each librarian is logged into.
    Explanation
    To know who's working with you, look at the Librarians tab, and check the Queues column beside their names: AskAwayers are logged into 11 queues; librarians on institutional queues are only logged into one.

    The Librarians tab lists everyone logged into QuestionPoint, whether they're working for AskAway or only their own institution. Campfire is only an AskAway tool; some Institutional Queue librarians may decide to log in to chat with AskAwayers, but they are not expected to.

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  • 15. 

    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.  

    • True

    • False

    Correct Answer
    A. False
    Explanation
    When you push a page to a student who is using the full-screen AskAway interface, the page will show up only on the student's screen.

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  • 16. 

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

    • 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

    Correct Answer(s)
    A. Using the Policy Pages link on the Staff Tools page on the ELN staff portal
    A. Using the Policies link in the Chat Monitor window
    Explanation
    The page of ready reference information for AskAway's participating libraries can be viewed by accessing the Policy Pages link on the Staff Tools page on the ELN staff portal. Additionally, the same information can also be accessed by using the Policies link in the Chat Monitor window. These two methods provide a convenient way for staff members to access the necessary policies and guidelines for assisting library users.

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  • 17. 

    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?

    • 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.

    Correct Answer(s)
    A. Use Campfire to communicate with your fellow AskAwayers and see whether anyone can take transfers.
    A. Triage your questions to finish easier ones quickly, while communicating with all your patrons about possible delays.
    A. Go to the Staff Tools page and send out a Swamped message to ask other AskAwayers for help handling the crowd.
    Explanation
    The best strategy for busy times is communication - both with your patrons and your fellow AskAwayers. Patrons should not be left waiting to be picked up; they can't see how busy the service is, so it's up to you to tell them.

    You should never send others transfers without talking to the other librarian first. And don't expect librarians on institutional queues to step in - they are likely busy with their own library work, and they can't see how busy AskAway is either. If you need extra bodies to help manage the crowd, send out a Swamped message - you may be surprised at how many people answer the call.

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  • 18. 

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

    • MyQuestionPoint account

    • Chat monitor

    • Campfire

    Correct Answer(s)
    A. MyQuestionPoint account
    A. Chat monitor
    A. Campfire
    Explanation
    The given answer suggests that for the duration of the shift, the person must have their MyQuestionPoint account, Chat monitor, and Campfire windows/tabs open. These tools are likely essential for the person's job or task at hand, possibly involving customer support or online communication.

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  • 19. 

    Software - descriptive codesWhich descriptive codes can I use?

    • 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

    Correct Answer
    A. Reference, Ready reference, or Directional -- plus any others that I feel are appropriate
    Explanation
    The correct answer is "Reference, Ready reference, or Directional -- plus any others that I feel are appropriate." This means that the individual can use the codes of Reference, Ready reference, or Directional, and also have the freedom to use any other codes that they deem appropriate for their specific situation.

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  • 20. 

    Software - Using Resolution CodesWhen you have completed an interaction with a student, which resolution codes should you use to categorize the call?

    • 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

    Correct Answer
    A. Answered, Lost Call or Practice
    Explanation
    The only codes that should be used are Answered, Lost Call or Practice. If you used other codes (ie, Follow-up by Patron's Library) the question will not be counted in AskAway's usage statistics.

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  • 21. 

    Policies - PrivacyWhat information may I ask for during my reference interview?

    • 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

    Correct Answer(s)
    A. A patron's location
    A. A patron's student status (ie, year of program)
    A. A patron's course number
    Explanation
    During a reference interview, it is appropriate to ask for a patron's location in order to provide relevant resources or services specific to their area. Asking for a patron's student status, such as their year of program, can help in tailoring recommendations or assistance based on their academic needs. Similarly, requesting a patron's course number can aid in identifying materials or information related to their specific coursework. However, asking for a patron's phone number or email address may be considered intrusive and unnecessary for a reference interview.

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  • 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.

Quiz Review Timeline (Updated): Aug 9, 2024 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Aug 09, 2024
    Quiz Edited by
    ProProfs Editorial Team
  • Aug 26, 2010
    Quiz Created by
    ELN01
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