Yes, there's a new canned message available to all service providers in LibraryH3lp. You can send this to students who may have non-library related questions about COVID-19 changes at their college or university:
"For information on your institution's response to COVID-19, please check the institution's website. This is your best source of up to date information about any changes to services, courses, exams, or registration."
Tip: To pull this script up quickly using LibraryH3lp's typeahead feature, simply begin typing COVID-19 into the text area of your chat.
If possible, please direct the student to this information as well.
If students have questions about services at their library, please see this FAQ for more information.
If you're staffing only your institutional queue, you may be wondering how you can switch to staffing the entire service for your regularly scheduled AskAway shift. Or maybe you've been staffing AskAway and would like to return to staffing only your institutional queue.
It's easy, and you can make the switch without losing any ongoing chat sessions. A few things to keep in mind when you're making the switch:
If you're staffing AskAway, remember to login to Campfire
If you're switching from AskAway to your institutional queue only, please leave the Campfire chat room (see this FAQ)
Switch from staffing your institutional queue to staffing AskAway
1) Click "I'm Staffing" in the left-hand panel
2) Select the "askaway" queue, in addition to your institutional queue
3) Click "Guests & Contacts" to return to the main view
Switch from staffing AskAway to staffing your institutional queue
Follow the same steps as above but deselect the "askaway" queue.
Many policy pages should now include a link at the very top that points to information on updates and changes to library services due to COVID-19.
If you notice that a library does not have this information on their policy page, please let us know.
If a link to this information is not readily available on the policy page, please check the library's website and/or their official social media accounts (e.g. Twitter) for the most up to date information.
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.
For the time being, if you're staffing only your institutional queue, please don't login to Campfire.
AskAway's Campfire account has a limit of 12 people in the chat room at one time, and we would easily reach that limit if everyone staffing their queues entered the chat room. When the limit of 12 is reached, those who are coming on for their AskAway shift can't enter the room.
For now, we'd like to keep Campfire available only for those who are staffing their regular AskAway shifts.