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COVID-19 FAQs

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How does AskAway protect patron privacy?

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As library services shift in response to COVID-19, you may receive new types of questions from patrons. As always, we don't ask patrons for any personally identifiable information, including email address, name, phone number, student number, etc. This applies to all chat sessions, including those coming in through your institutional queue.

If you would like the patron to follow-up with you, you can choose to give them your own professional contact information, but this is up to you. You can also refer them to the appropriate contact at their library or institution.

If the student would like a copy of their transcript, we cannot send it to them. Instead, they can request it on their end. To learn more about this, see the FAQ "How can a student request a copy of their transcript?"

If a patron sends you personally identifiable information, please send them the Problem - Privacy script.