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COVID-19 FAQs

Browse and search frequently asked questions.

Is there a script I can send to students regarding changes at their institution due to COVID-19?

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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.

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How can I switch from staffing only my institutional queue to staffing AskAway and vice versa?

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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

Image is a screenshot that shows where to access the "I'm Staffing" tool in the LibraryH3lp webclient.

2) Select the "askaway" queue, in addition to your institutional queue

Image is a screenshot that shows how to select the main "askaway" queue in the "I'm Staffing" tool in the LibraryH3lp webclient.

3) Click "Guests & Contacts" to return to the main view

Image is a screenshot that shows where to click the "Guests & Contacts" tool to return to the main view in the LibraryH3lp webclient.

Switch from staffing AskAway to staffing your institutional queue

Follow the same steps as above but deselect the "askaway" queue.

 

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How can I quickly find out what services libraries are currently offering?

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Start by checking the library's AskAway policy page

  • 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.

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How can I tag new types of questions that don't fit with AskAway's current tags?

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Due to current circumstances, it's expected that there will be new types of questions coming to AskAway.

There's now a new "Other" tag available in LibraryH3lp that you can apply to chat sessions that don't fit with any of the standard AskAway tags.

In future, we'll be able to look at the sessions tagged "Other" and if necessary, begin to develop more descriptive tags for these new types of questions.

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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.

 

 

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If I'm staffing only my library's institutional queue, should I also be in Campfire?

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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.

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