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COVID-19 FAQs

Browse and search frequently asked questions.

How can I tag questions that relate to COVID-19 closures and service changes?

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To help capture these chat sessions, apply the "covid-19" tag (note: this tag was previously titled "other").

When to use this tag:

  • Use this tag for questions about using the library and its services during the COVID-19 pandemic (e.g. can I access print books at the library right now?)
  • Questions that we wouldn't typically see coming into AskAway but that are being asked due to current circumstances (e.g. will summer courses be in-person or online?)

Note: When appropriate, please also add a regular tag that describes the type of question asked. For example, if the question is about returning a book during building closures, add the "covid-19" tag AND the "circulation" tag.

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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 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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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

  • All library 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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