The move to remote learning, coupled with the isolation of COVID-19 means that many are feeling stressed and this is especially true when exam and final assignment season approaches. On AskAway, we've heard that the overwhelming majority of interactions are positive but on rare occasions, a student or other AskAway patron may lose patience and openly express their frustration. As AskAway service providers, these interactions can be hard on our well being and resilience and having some scripts in our back pocket can help us be prepared with the aim of turning the conversation around.
Just a heads up that you may be receiving questions via chat about library notices. We recently turned on our recall and overdue notices as normal circulation borrowing periods have started again. If you receive a question about this, the key thing is to reassure the patron that any fines accrued during the COVID period will be waived (March onward).
In case you missed it, catch up on the Summer 2020 issue of the AskAway newsletter.
The Research Anywhere site supports UVic community members who are doing research remotely: https://onlineacademiccommunity.uvic.ca/ResearchAnywhere/
Many Users (Students, Faculty, and others) are accessing the Library’s online resources for the first time. If you get general questions from new Users, please direct them to read this: https://services.library.ubc.ca/electronic-access/connect/ If you get specific questions about access, please direct Users to our Help Form: https://about.library.ubc.ca/contact-us/ejournal-help/
The UBC Library has implemented loan regulations since September 14th, and we anticipate specific inquiries and responses from our users. We have the following standard messaging and would like to share it with you. We have also posted this information on the UBC Policy Page.
You may have noticed an uptick in questions coming through the SFU queue related to Canvas issues since a Research Help link is now available in all Canvas courses. To assist AskAway service providers who answer these questions, Canvas help has been added to the Help section of the SFU Policy Page.
Just wanted to give everyone a heads up about Douglas College's Library lab assignment. With the transition to online, asynchronous library instruction you may find that more Douglas College students are logging into AskAway for help with their Library assignments.
University Canada West has just begun its Spring Term. Due to our physical library being closed, we expect there to be an influx of students on AskAway looking for guidance for their Article Review Assignment for MGMT601 (Leadership In The Global Context).
Thanks to your thoughtful questions and feedback, we continue to learn more about the ins and outs of LibraryH3lp software. AskAway's LibraryH3lp FAQs continue to be updated, and we wanted to take this opportunity to share recent updates and new tips:
In fall 2019, APA released the 7th edition of the Publication Manual, and AskAway participating libraries are making the switch from the 6th to the 7th edition at varying times.
In general, it's good practice during this transition to ask students which edition they've been instructed to use. When in doubt, you can check the library's AskAway policy page and/or the library's citation guides to see which edition is currently in use.
Catch up on AskAway fall news with The Chat Box December 2019!
As we continue to adjust to new workflows in LibraryH3lp, and as the service became increasingly busy this fall, there have been several questions about how to work with patrons who come and go from the chat.
There are 3 new FAQs available that address different types of patron behaviour and provide tips and best practices for providing the best possible experience for AskAway visitors.
We're getting into the busy part of the term and we're seeing shifts with 30-40 questions per hour. Here are a few strategies to help ease the burden on you and on patrons during this time of year...Log in a few minutes early
Login to LibraryH3lp, Campfire, and the AskAway website a few minutes early. Offering to take transfers and pick-up new questions at shift-change relieves the burden on service providers coming off shift.
A swamped call is a tool you can use to request help from AskAway service providers if you and your colleagues become overwhelmed with calls on a shift.When do I send one out?
It's up to you and your colleagues to decide if you're going to send out a call. If you're already using some of the strategies for busy times but starting to feel overwhelmed with the number of calls you're picking up, you can send out a swamped call to request additional help.
Based on excellent feedback received in training sessions and in the recent survey on LibraryH3lp support needs, there have been several updates made to documentation and tools to help you work with patrons more seamlessly.
Below, you'll find a list of all recent updates and some reminders. Thanks to everyone who shared feedback! If you have any questions or if there's anything you'd like to see added to the FAQs, please let us know.
Are you working with a student who has a question about how to cite Indigenous Elders and Knowledge Keepers?
The formal APA and MLA style guides do not currently have a format for citing Indigenous Elders and Knowledge Keepers, so NorQuest College Library has developed citation styles for APA and MLA reference lists and in-text citations.
The list of Recommended Citation Guides and Websites from AskAway's Citation Best Practices has been updated to include links to these NorQuest College Library guides.
When you're working on AskAway, there should always be at least one other person on shift with you. If you find yourself alone or short-staffed, your colleagues and the Admin Centre are here to help. Below, you'll find the steps you can follow to request help as well as strategies to manage calls while you wait for help to arrive.
On your shifts, you're encouraged to use the new QuestionPoint chat monitor. Before taking it live, please check out the recent blog post Going Live with the New Chat Monitor for short demo videos and important information about what's changed and how to stay consistent with AskAway practices and procedures.
Read on to learn the latest on the chat monitor redesign including recent enhancements, when access to the current chat monitor will end, and a workaround for hopping out of the queues.
Missed out on the North American Virtual Reference conference? Recordings from all sessions are now available in the conference Archives.
Our AskAway colleague Ean Henninger, from SFU Library, presented at the conference and has shared a snapshot from the round of lightning talks Communication Strategies and Best Practices.