Policies & Procedures

Below are a list of links to pages which cover recommended guidelines, policies, and procedures for the staffing of AskAway.


Frequently Asked Questions

Answers to questions from service providers about how to prepare for a shift, login in, best practices regarding service and more.

Patrons in Crisis

On rare occasions, AskAway librarians may find themselves dealing with a patron in crisis. Prepare in advance by reading AskAway these policies and procedures.

Shift Checklist

Recommended pages to have open during your shift.

Patron Disconnects and Lost Calls

Policies and procedures regarding "disappearing" patrons.

Guidelines for Service Providers

An indepth manual covering areas such as service guidelines ("what kinds of questions do we answer?"), patron privacy, inappropriate conduct, breaks, working from home and other procedures and policies.