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Refresher: Resolution and Descriptive Codes

AskAway Blog - Wed, 2017-11-22 12:04
At the end of a chat session, you have the opportunity to add Resolution and Descriptive codes to your chat. By adding these codes, you help us track technical issues with the service and give a clear picture of why patrons are coming to AskAway and the kind of help you are providing them. Below, […]

Answering Citation Questions with Marjory Jardine

AskAway Blog - Mon, 2017-11-20 09:57
Did you know that between 15-20% of questions that come to AskAway are citation questions? To learn more about answering citation questions, we interviewed Marjory Jardine, an AskAway service provider at the Justice Institute of British Columbia (JIBC), who has a knack for answering APA questions. Marjory shares what she enjoys about chat reference and […]

Logging out at the end of your shift

AskAway Blog - Wed, 2017-11-01 10:46
“Hello, do you offer 24/7 live chat assistance?” “Hello, sorry to interrupt in the middle of the night. I have some problems with my research paper.” These questions came in to AskAway late one night after opening hours, with no one online to answer. It happens rarely, but every so often, an AskAwayer may forget […]

Quick tips to improve conversations with patrons

AskAway Blog - Mon, 2017-07-31 12:01
QuestionPoint recently hosted a brief 30 minute webinar with quick tips to improve chat reference conversations. They also shared several follow-up questions and answers from the session. In the webinar, a public and an academic librarian share general tips that can be applied to any chat reference question, from in-depth research to circulation. Three tips […]

Improving Chat Reference with Emotional Intelligence

AskAway Blog - Wed, 2017-03-08 13:37
The Florida State Library has shared a webinar they held on emotional intelligence in chat reference, which they offer as part of their library staff training. If you’re interested in a stronger connection with your patrons for better reference outcomes, please have a look: https://www.youtube.com/watch?v=kQKZHTxrRWw

Preparing for unexpected patrons

AskAway Blog - Fri, 2017-02-24 10:56
As we are now approaching the busy part of the term, it may be helpful to review some tips and recommended procedures for working with unexpected patrons.  Although it happens rarely, AskAway sometimes receives calls from unexpected patrons. These might include chats with non post-secondary patrons, pranksters, patrons with technical difficulties, or patrons in crisis. […]

Sending database links to patrons

AskAway Blog - Mon, 2017-01-23 10:41
A recent message from a service provider: “I’ve been having intermittent problems sending working links to Ebsco databases to patrons over Askaway. I’ll send a link to search results or a journal article and they will be sent to an Ebsco page where it asks them to pick their server. This is not the database […]

Large SFU Psych 100/102 assigment

AskAway Blog - Fri, 2016-09-30 10:25
It’s that time of semester when you may hear from SFU students in Psyc 100 / Psyc 102 looking for research help on their assignments. Please note that there is a guide for Psyc 100 / Psyc 102. Some students may still need help navigating the databases, as they are mostly first year students new […]

Assignment Alert: UVic BIOL 184 Library Assignment

AskAway Blog - Mon, 2016-09-19 10:01
The annual Biology lab assignment at UVic is underway – here is a message with various bits of information for you and any UVic students you might come across while chatting. Questions can be directed to the subject librarian – Kathleen Matthews, kmatthew@uvic.ca – The BIOL 184 Library Lab assignment is getting underway and the […]

Douglas College computer system shutdown: February 11-15

AskAway Blog - Wed, 2016-02-03 08:42
Hello all, Douglas College will experience a full computer systems shutdown between 9pm on Thursday Feb 11th and 6am Monday Feb 15th in order to relocate the College’s main server and network equipment room. Although this information will be posted on the Douglas College website, there will likely be many confused students in AskAway. Students […]

Large Biology assignment at UVic

AskAway Blog - Mon, 2016-01-18 09:30
There is a large biology assignment (BIOL 186) beginning this week at UVic. There are about 800 students in the course so you may run into some of them on AskAway. According to the biology librarian (Kathleen Matthews), the students are looking for articles in the Web of Science, exporting results to Endnote Web and […]

VR bringing back reference question complexity

AskAway Blog - Mon, 2016-01-11 12:34
Krisellen Maloney and Jan H. Kemp recently published a fantastic article about how chat reference and proactive chat are bringing back the complexity of the reference question: http://crl.acrl.org/content/early/2015/03/10/crl15-725.short?rss=1 Some key points: “Online chat may be popular (and less threatening) because it makes the service interaction available to users in a way that is culturally more familiar […]

What does AskAway sound like?

AskAway Blog - Tue, 2015-09-15 09:37
The Access 2015 conference (September 8-11) included a hackfest session led by York University’s William Denton, who taught attendees how to use Sonic Pi to turn data into sound. The idea is to explore different ways of representing data, which may tell you things about your data that you hadn’t realized. With some rather basic Ruby coding (which […]

Tips for busy times and multiple patrons

AskAway Blog - Mon, 2015-02-23 10:47
As we’re now in the busy part of the term, it may be helpful to review some tips and recommended procedures for busy times and handling multiple patrons on AskAway. How long should a patron wait? What if I’m busy, and others aren’t? What if people aren’t logged into Campfire, or they’re not responding? Am […]

Fix for mobile Qwidget errors

AskAway Blog - Fri, 2015-02-06 14:19
Some observant service providers discovered that on many library websites, the Qwidget does not display properly to users who are accessing AskAway via mobile devices using their mobile data plans. (Wifi displays OK.) The error appears as below: Happily, we have a fix for the problem. In October, QuestionPoint provided us with updated Qwidget code that […]

New citation resources

AskAway Blog - Thu, 2015-02-05 09:31
Memorial University has an excellent series of short, targeted videos guiding students through very specific citation problems. The guides are brief (generally 2-3 minutes, never more than 5), well-structured, engaging and to the point — and their creators have offered them to all Canadian libraries to use and embed as they wish. These could be a great […]

Short URLs for Qwidget Patrons

AskAway Blog - Wed, 2015-01-21 12:34
We often have to copy and paste a long URL, especially from database searches, into the Qwidget chat interface. But these long links can be overwhelming and frustrating for patrons. In some cases the URLs are even too long to paste into the chat box. Rather than disrupt your chat session with messy links… make […]

UFV Library OPAC now available

AskAway Blog - Wed, 2014-11-26 08:00
Wednesday, Nov. 26th, 8:00AM Our OPAC has been restored. Many thanks for your patience.  

UFV Library Catalogue on Tuesday, Nov. 25th.

AskAway Blog - Tue, 2014-11-25 13:13
From UFV: Our library catalogue will be unavailable from approx. 2:00PM to 2:30PM due to server maintenance.  We apologize for any inconvenience.

Institutional Queues: Review and Update

AskAway Blog - Tue, 2014-10-14 15:31
You may have noticed a larger number of queues popping up over the past couple of weeks, as institutional queues are set up at more and more libraries. We now have 14 libraries running institutional queues, and there may be more in the near future. As institutional queues are rapidly becoming a permanent fixture on AskAway, [...]


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